Reasoning about attitudes of complaining customers

Concept-based learning of human behavior for customer relationship management

“…In our earlier study [21], we approximated the meanings of mental entities using definitions from the basis of want-know-believe; however, we observed that this approach would be too coarse for recognizing complaints. In this study, we extend the speech act theory-based set of attributes to build an adequate concept lattice for communicative actions.…”

“…In our previous study [21], we analyzed the roles of deduction, simulation and inductive learning in application to human agents. In the current paper, we build the representation machinery and develop a concept learning technique for operating with scenarios that include a sequence of communicative actions.…”

“…We develop a knowledge representation methodology based on an approximation of a natural language description of a conflict [21].…”

“…In performing this merge, the relations between the meanings of the given communicative actions and those of the others are taken into account [21].…”

A novel approach for classifying customer complaints through graphs similarities in argumentative dialogues

“…Customer complaint processing [9,15] has become an important issue in the context of knowledge management technologies for large companies and organizations nowadays. Simply stated, complaint management can be seen as the formal process of recording and resolving a customer complaint.…”