Message Sense Maker: Engineering a tool set for customer relationship management

D. Roussinov; J. L. Zhao

doi:10.1109/HICSS.2003.1174395

Message Sense Maker: Engineering a tool set for customer relationship management

D. Roussinov
, J. L. Zhao

Research output: Chapters, Conference Papers, Creative and Literary Works › RGC 32 - Refereed conference paper (with host publication) › peer-review

3 Citations (Scopus)

Abstract

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 semiautomatically. 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.

Original language	English
Title of host publication	Proceedings of the 36th Annual Hawaii International Conference on System Sciences, HICSS 2003
Publisher	IEEE
ISBN (Print)	0769518745, 9780769518749
DOIs	https://doi.org/10.1109/HICSS.2003.1174395
Publication status	Published - 2003
Externally published	Yes
Event	36th Annual Hawaii International Conference on System Sciences, HICSS 2003 - Big Island, United States Duration: 6 Jan 2003 → 9 Jan 2003

Conference

Conference	36th Annual Hawaii International Conference on System Sciences, HICSS 2003
Place	United States
City	Big Island
Period	6/01/03 → 9/01/03

Research Keywords

computer mediated communication
customer relationship management
information retrieval
Internet
text clustering
text mining

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10.1109/HICSS.2003.1174395

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@inproceedings{22325dce7e0042acbed2038842021a90,

title = "Message Sense Maker: Engineering a tool set for customer relationship management",

abstract = "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 semiautomatically. 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.",

keywords = "computer mediated communication, customer relationship management, information retrieval, Internet, text clustering, text mining",

author = "D. Roussinov and Zhao, \{J. L.\}",

year = "2003",

doi = "10.1109/HICSS.2003.1174395",

language = "English",

isbn = "0769518745",

booktitle = "Proceedings of the 36th Annual Hawaii International Conference on System Sciences, HICSS 2003",

publisher = "IEEE",

address = "United States",

note = "36th Annual Hawaii International Conference on System Sciences, HICSS 2003 ; Conference date: 06-01-2003 Through 09-01-2003",

}

Roussinov, D & Zhao, JL 2003, Message Sense Maker: Engineering a tool set for customer relationship management. in Proceedings of the 36th Annual Hawaii International Conference on System Sciences, HICSS 2003., 1174395, IEEE, 36th Annual Hawaii International Conference on System Sciences, HICSS 2003, Big Island, United States, 6/01/03. https://doi.org/10.1109/HICSS.2003.1174395

Message Sense Maker: Engineering a tool set for customer relationship management. / Roussinov, D.; Zhao, J. L.
Proceedings of the 36th Annual Hawaii International Conference on System Sciences, HICSS 2003. IEEE, 2003. 1174395.

Research output: Chapters, Conference Papers, Creative and Literary Works › RGC 32 - Refereed conference paper (with host publication) › peer-review

TY - GEN

T1 - Message Sense Maker

T2 - 36th Annual Hawaii International Conference on System Sciences, HICSS 2003

AU - Roussinov, D.

AU - Zhao, J. L.

PY - 2003

Y1 - 2003

N2 - 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 semiautomatically. 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.

AB - 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 semiautomatically. 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.

KW - computer mediated communication

KW - customer relationship management

KW - information retrieval

KW - Internet

KW - text clustering

KW - text mining

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DO - 10.1109/HICSS.2003.1174395

M3 - RGC 32 - Refereed conference paper (with host publication)

SN - 0769518745

SN - 9780769518749

BT - Proceedings of the 36th Annual Hawaii International Conference on System Sciences, HICSS 2003

PB - IEEE

Y2 - 6 January 2003 through 9 January 2003

ER -

Message Sense Maker: Engineering a tool set for customer relationship management

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