How Angry are Your Customers? Sentiment Analysis of Support Tickets that Escalate.
Colin WernerGabriel TapucLloyd MontgomeryDiksha SharmaSanja DodosDaniela E. DamianPublished in: AffectRE@RE (2018)
Keyphrases
- sentiment analysis
- opinion mining
- sentiment classification
- text classification
- product features
- sentence level
- multi aspect
- service providers
- sentiment lexicon
- text mining
- collective classification
- product reviews
- user generated
- knowledge management
- automatic construction
- customer satisfaction
- online reviews
- data mining