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

Research output: Chapters, Conference Papers, Creative and Literary Works (RGC: 12, 32, 41, 45)32_Refereed conference paper (with ISBN/ISSN)

3 Scopus Citations
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Author(s)

Detail(s)

Original languageEnglish
Title of host publicationProceedings of the 36th Annual Hawaii International Conference on System Sciences, HICSS 2003
PublisherInstitute of Electrical and Electronics Engineers Inc.
ISBN (Print)0769518745, 9780769518749
StatePublished - 2003
Externally publishedYes

Conference

Title36th Annual Hawaii International Conference on System Sciences, HICSS 2003
PlaceUnited States
CityBig Island
Period6 - 9 January 2003

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.

Research Area(s)

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

Citation Format(s)

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. Institute of Electrical and Electronics Engineers Inc., 2003. 1174395.

Research output: Chapters, Conference Papers, Creative and Literary Works (RGC: 12, 32, 41, 45)32_Refereed conference paper (with ISBN/ISSN)