Semiautomated Identification and Classification of Customer Complaints

This paper examines the feasibility of extracting useful information from customer comments using a Naïve Bayes classifier. This was done for a database, obtained from a large Korean mobile telephone service provider, of 533 customer calls to call centers in 2009. After eliminating calls not contain...

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Veröffentlicht in:	Human factors and ergonomics in manufacturing & service industries 2013-03, Vol.23 (2), p.149-162
Hauptverfasser:	Choe, Pilsung, Lehto, Mark R., Shin, Geon-Cheol, Choi, Kyu-Yeong
Format:	Artikel
Sprache:	eng
Schlagworte:	Bayesian analysis Bayesian inference Call center agent Call centers Classification Complaints Customer complaints Customer services Decision support Telephone service TextMiner
Online-Zugang:	Volltext
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