Automatic Analysis of Customer Feedback and Inquiries.
Ulrich BohnackerLars DehningJürgen FrankeIngrid RenzPublished in: ICEIS (2) (2001)
Keyphrases
- automatic analysis
- automatic assessment
- customer service
- vessel tree
- manual annotation
- customer behavior
- electronic commerce
- feedback mechanisms
- user feedback
- customer satisfaction
- purchase behavior
- neural network
- customer support
- call center
- customer knowledge
- transactional data
- human operators
- semi automatic
- supply chain
- relevance feedback
- case study