Message Sense Maker: engineering a tool set for customer relationship management

Author

Roussinov, Dmitri ; Zhao, J. Leon

Author_Institution

Sch. of Accountancy & Inf. Manage., rizona State Univ., Tempe, AZ, USA

fYear

2003

fDate

6-9 Jan. 2003

Abstract

To determine the important trends and issues in thousands of comments from customers and make strategic decisions about business operations, managers must go over these messages manually and try to make sense of them in a time consuming and tedious manner. There is an urgent need for technologies that help improve the efficiency of customer message management. We develop new issue identification techniques based on clustering and context aware similarity networks to enable managers to discover knowledge in text messages. We engineer a tool set specifically for exploring short text messages in the context of customer relationship management. In this paper, we report a proof of concept prototype called Message Sense Maker that can assist managers to map the overall sentiment of customers semiautomatically. We further justify the choice of particular technologies and validate our system through a field study of a customer support center in a large university.

Keywords

Internet; customer relationship management; data mining; electronic messaging; management information systems; text analysis; CRM tool set; Internet; Message Sense Maker; clustering networks; computer mediated communication; context aware similarity networks; customer message management; customer relationship management; customer sentiment mapping; customer support center; information retrieval; issue identification; knowledge discovery; short text messages; text clustering; text mining; Computer mediated communication; Context awareness; Customer relationship management; Educational institutions; Engineering management; Feedback; Information management; Knowledge management; Management information systems; Technology management;

fLanguage

English

Publisher

ieee

Conference_Titel

System Sciences, 2003. Proceedings of the 36th Annual Hawaii International Conference on

Print_ISBN

0-7695-1874-5

Type

conf

DOI

10.1109/HICSS.2003.1174395

Filename

1174395