Mining the Minds of Customers from Online Chat Logs

    Kunwoo Park
    Kunwoo Park
    Jaewoo Kim
    Jaewoo Kim
    Jiin Nam
    Jiin Nam
    Seunghyun Yoon
    Seunghyun Yoon
    Eunhee Rhim
    Eunhee Rhim

    ACM International Conference on Information and Knowledge Management, pp. 1879-1882, 2015.

    Cited by: 10|Bibtex|Views0|Links
    EI

    Abstract:

    This study investigates factors that may determine satisfaction in customer service operations. We utilized more than 170,000 online chat sessions between customers and agents to identify characteristics of chat sessions that incurred dissatisfying experience. Quantitative data analysis suggests that sentiments or moods conveyed in online...More

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