کد مقاله | کد نشریه | سال انتشار | مقاله انگلیسی | نسخه تمام متن |
---|---|---|---|---|
10323157 | 660909 | 2005 | 13 صفحه PDF | دانلود رایگان |
عنوان انگلیسی مقاله ISI
A web-based system for analyzing the voices of call center customers in the service industry
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کلمات کلیدی
موضوعات مرتبط
مهندسی و علوم پایه
مهندسی کامپیوتر
هوش مصنوعی
پیش نمایش صفحه اول مقاله
چکیده انگلیسی
We developed a Web-based system for analyzing the voices of call center customers of a life insurance company, so that it would help decision makers understand customer needs better and it would help them make consistent decisions regarding customer support. It used conventional statistical and data mining techniques to identify customer voice patterns. To demonstrate results, we gathered actual customer complaints from the service operation of a target company. Using this data, the system pinpointed problematic areas where complaints happened (one-dimensional analysis), the relationship among problems (two-dimensional analysis), and the root cause of problems (Failure Mode and Effects Analysis).
ناشر
Database: Elsevier - ScienceDirect (ساینس دایرکت)
Journal: Expert Systems with Applications - Volume 28, Issue 1, January 2005, Pages 29-41
Journal: Expert Systems with Applications - Volume 28, Issue 1, January 2005, Pages 29-41
نویسندگان
Sung Min Bae, Sung Ho Ha, Sang Chan Park,