Knowledge discovery of customer satisfaction and dissatisfaction using ontology-based text analysis of critical incident dialogues.
Charles V. TrappeyHsin-Ying WuKuan-Liang LiuPublished in: CSCWD (2012)
Keyphrases
- text analysis
- customer satisfaction
- knowledge discovery
- user satisfaction
- text mining
- customer support
- service quality
- information extraction
- text documents
- natural language processing
- databases
- customer service
- data mining
- customer retention
- marketing strategies
- formal concept analysis
- data analysis
- information systems
- machine learning
- text data
- text classification
- multiscale
- outlier detection
- text categorization
- wordnet
- metadata
- database