Sentiment Analysis for Call-centers (L'analyse des sentiments au service des centres d'appels) [in French].
Frédérik CailliauAriane CavetPublished in: TALN (3) (2013)
Keyphrases
- sentiment analysis
- call center
- opinion mining
- sentiment classification
- service quality
- heavy traffic
- service systems
- service level
- text classification
- asymptotically optimal
- online reviews
- arrival rate
- service times
- text mining
- natural language processing
- sentence level
- queueing model
- service providers
- product reviews
- public opinion
- customer satisfaction
- queue length
- end users
- web services
- artificial intelligence
- customer classes
- neural network
- product features
- long run
- cross domain