Mining the Minds of Customers from Online Chat Logs
ACM International Conference on Information and Knowledge Management, pp. 1879-1882, 2015.
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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