Mining user session data to facilitate user interaction with a customer service knowledge base in RightNow Web.
Doug WarnerJ. Neal RichterStephen D. DurbinBikramjit BanerjeePublished in: KDD (2001)
Keyphrases
- customer service
- user interaction
- knowledge discovery
- usage data
- knowledge base
- website
- web users
- data analysis
- web logs
- log files
- web mining
- user sessions
- user input
- web data
- association rule mining
- information sources
- user behavior
- data mining techniques
- traversal patterns
- click stream
- data mining
- log data
- data mining tools
- domain experts
- user interface