Content Analytics System for Social Customer Relationship Management.
ICWSM(2013)
摘要
We propose to demonstrate a system that helps enterprises manage their social Customer Relationship Management (CRM) presence. Our system performs deep analytics over consumer posts and authors to help companies monitor their CRM presence, and to identify and respond to actionable posts. In this paper we share challenges and experiences in building this system. Findings yield a step change in the ability to implement social systems for customer care and leverage communities as effective proxies for CRM. This work also identifies novel knowledge and data mining challenges, such as identifying content that requires enterprise action, and prioritizing actionable posts based on various types of intent.
更多查看译文
关键词
text analytics
AI 理解论文
溯源树
样例
生成溯源树,研究论文发展脉络