Tone Analyzer for Online Customer Service: An Unsupervised Model with Interfered Training

Taiga Nakamura
Taiga Nakamura

CIKM, pp. 1887-1895, 2017.

Cited by: 4|Bibtex|Views25|Links
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Abstract:

Emotion analysis of online customer service conservation is important for good user experience and customer satisfaction. However, conventional metrics do not fit this application scenario. In this work, by collecting and labeling online conversations of customer service on Twitter, we identify 8 new metrics, named as tones, to describe e...More

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