Article ID Journal Published Year Pages File Type
10323157 Expert Systems with Applications 2005 13 Pages PDF
Abstract
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).
Related Topics
Physical Sciences and Engineering Computer Science Artificial Intelligence
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