| Publisher | Institute of Electrical and Electronics Engineers | ||
|---|---|---|---|
| Format | 245.0KB PDF | Date added | 09 Dec 2002 |
| Topics | Knowledge and Data Management, Data Mining - Analysis | ||
| Downloads | 51 | ||
To determine the important trends and issues in thousands of comments from customers and make strategic decisions about business operations, managers must go over these messages manually and try to make sense of them in a time consuming and tedious manner. There is an urgent need for technologies that help improve the efficiency of customer message management. New issue identification techniques are developed based on clustering and context aware similarity networks to enable managers to discover knowledge in text messages. The authors engineer a tool set specifically for exploring short text messages in the context of customer relationship management. This paper reports a proof of concept prototype called Message Sense Maker that can assist managers to map the overall sentiment of customers semi-automatically.
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