Predicting Customer Satisfaction in Service Processes Using Multilingual Large Language Models.
Annina LiessmannSandra ZilkerSven WeinzierlMaria SukharevaMartin MatznerPublished in: HICSS (2024)
Keyphrases
- customer satisfaction
- language model
- service quality
- language modeling
- customer service
- cross lingual
- document retrieval
- n gram
- language modelling
- query expansion
- probabilistic model
- speech recognition
- information retrieval
- user satisfaction
- test collection
- marketing strategies
- retrieval model
- context sensitive
- smoothing methods
- cross language
- statistical language models
- vector space model
- language models for information retrieval
- information systems
- document ranking
- language independent
- customer support
- customer reviews
- translation model
- query terms
- electronic commerce
- customer retention
- out of vocabulary
- service providers
- okapi bm
- customer loyalty
- ad hoc information retrieval