2021
DOI: 10.1145/3468269
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Modeling Customer Experience in a Contact Center through Process Log Mining

Abstract: The use of data mining and modeling methods in service industry is a promising avenue for optimizing current processes in a targeted manner, ultimately reducing costs and improving customer experience. However, the introduction of such tools in already established pipelines often must adapt to the way data is sampled and to its content. In this study, we tackle the challenge of characterizing and predicting customer experience having available only process log data with time-stamp information, without any grou… Show more

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“…Over many years, researchers have applied machine learning for text classification problems. The favoured and most commonly deployed method is Naïve Bayes (NB), as it has been reported to be the best performing classifier, in terms of running time and accuracy (Metsis et al, 2006a;Fu et al, 2021). More recently, other algorithms like decision trees, support vector machines (SVM), nearest neighbours, and neural networks have also been reported to be effective in the text classification domain (Trivedi, 2016).…”
Section: Introductionmentioning
confidence: 99%
“…Over many years, researchers have applied machine learning for text classification problems. The favoured and most commonly deployed method is Naïve Bayes (NB), as it has been reported to be the best performing classifier, in terms of running time and accuracy (Metsis et al, 2006a;Fu et al, 2021). More recently, other algorithms like decision trees, support vector machines (SVM), nearest neighbours, and neural networks have also been reported to be effective in the text classification domain (Trivedi, 2016).…”
Section: Introductionmentioning
confidence: 99%