NDLI: An integrated system for automatic customer satisfaction analysis in the services industry

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An integrated system for automatic customer satisfaction analysis in the services industry

Content Provider	ACM Digital Library
Author	Godbole, Shantanu Roy, Shourya
Abstract	Text classification has matured well as a research discipline over the years. At the same time, business intelligence over databases has long been a source of insights for enterprises. With the growing importance of the services industry, customer relationship management and contact center operations have become very important. Specifically, the voice of the customer and customer satisfaction (C-Sat) have emerged as invaluable sources of insights about how an enterprise's products and services are percieved by customers. In this demonstration, we present the IBM Technology to Automate Customer Satisfaction analysis (ITACS) system that combines text classification technology, and a business intelligence solution along with an interactive document labeling interface for automating C-Sat analysis. This system has been successfully deployed in client accounts in large contact centers and can be extended to any services industry setting for analyzing unstructured text data. This demonstration will highlight the importance of intervention and interactivity in real-world text classification settings. We will point out unique research challenges in this domain regarding label-sets, measuring accuracy, and interpretability of results and we will discuss solutions and open questions.
Starting Page	1073
Ending Page	1076
Page Count	4
File Format	PDF
ISBN	9781605581934
DOI	10.1145/1401890.1402022
Language	English
Publisher	Association for Computing Machinery (ACM)
Publisher Date	2008-08-24
Publisher Place	New York
Access Restriction	Subscribed
Subject Keyword	Services Business intelligence Csat analysis Text classification
Content Type	Text
Resource Type	Article

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