Can a Machine Learn Through Customer Sentiment?: A Cost-Aware Approach to Predict Support Ticket Escalations
Abstract
Given the connection between customer happiness and support ticket escalation, we describe an approach that 1) analyzes the emotions in conversations between a customer and a support analyst and 2) provides organizations with a cost-based mechanism to evaluate machine-learning algorithms trained on emotion-related features to predict support ticket...
Paper Details
Title
Can a Machine Learn Through Customer Sentiment?: A Cost-Aware Approach to Predict Support Ticket Escalations
Published Date
Sep 1, 2019
Journal
Volume
36
Issue
5
Pages
38 - 45
Citation AnalysisPro
You’ll need to upgrade your plan to Pro
Looking to understand the true influence of a researcher’s work across journals & affiliations?
- Scinapse’s Top 10 Citation Journals & Affiliations graph reveals the quality and authenticity of citations received by a paper.
- Discover whether citations have been inflated due to self-citations, or if citations include institutional bias.
Notes
History