Big Island, HI, USA
Jan. 6, 2003 to Jan. 9, 2003
Dmitri Roussinov , Arizona State University
J. Leon Zhao , Arizona State University
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. We develop new issue identification techniques based on clustering and context aware similarity networks to enable managers to discover knowledge in text messages. We engineer a tool set specifically for exploring short text messages in the context of customer relationship management. In this paper, we report a proof of concept prototype called Message Sense Maker that can assist managers to map the overall sentiment of customers semi-automatically. We further justify the choice of particular technologies and validate our system through a field study of a customer support center in a large university.
Dmitri Roussinov, J. Leon Zhao, "Message Sense Maker: Engineering a Tool Set for Customer Relationship Management", HICSS, 2003, 36th Hawaii International Conference on Systems Sciences, 36th Hawaii International Conference on Systems Sciences 2003, pp. 183b, doi:10.1109/HICSS.2003.1174395