Title of article :
Getting insights from the voices of customers: Conversation mining at a contact center
Author/Authors :
Hironori Takeuchi، نويسنده , , L. Venkata Subramaniam، نويسنده , , Tetsuya Nasukawa، نويسنده , , Shourya Roy، نويسنده ,
Issue Information :
روزنامه با شماره پیاپی سال 2009
Abstract :
Business-oriented conversations between customers and agents need to be analyzed to obtain valuable insights that can be used to improve product and service quality, operational efficiency, and revenue. For such an analysis, it is critical to identify appropriate textual segments and expressions to focus on, especially when the textual data consists of complete transcripts, which are often lengthy and redundant. In this paper, we propose a method to identify important segments from the conversations by looking for changes in the accuracy of a categorizer designed to separate different business outcomes. We then use text mining to extract important associations between key entities (insights). We show the effectiveness of the method for making chance discoveries by using real life data from a car rental service center.
Keywords :
contact center , Transcribed data , Conversation mining
Journal title :
Information Sciences
Journal title :
Information Sciences