Measuring Service Encounter Satisfaction with Customer Service Chatbots using Sentiment Analysis.
Jasper FeineStefan MoranaUlrich GnewuchPublished in: Wirtschaftsinformatik (2019)
Keyphrases
- customer service
- sentiment analysis
- customer satisfaction
- opinion mining
- service quality
- text classification
- sentiment classification
- sentence level
- multi aspect
- governmental organizations
- natural language processing
- sentiment lexicon
- online reviews
- user satisfaction
- product reviews
- text mining
- call center
- user generated
- product features
- public opinion
- data mining
- customer support
- knowledge management
- expert systems
- feature selection