Intent Classification of Social Media Texts with Machine Learning for Customer Service Improvement.
Sebastián Pérez-VeraRodrigo AlfaroHéctor Allende-CidPublished in: HCI (13) (2017)
Keyphrases
- machine learning
- customer service
- social media
- decision trees
- feature selection
- supervised machine learning
- pattern recognition
- text classification
- supervised learning
- machine learning algorithms
- support vector machine
- machine learning methods
- classification accuracy
- machine learning approaches
- supervised classification
- natural language
- customer satisfaction
- information technology
- support vector
- active learning
- data mining
- natural language processing
- learning algorithm
- information systems
- response time
- probability distribution
- training set
- feature space
- bayesian networks