Abstract
Several business to customer applications, i.e. analysis of customer feedback and inquiries, can be improved by text mining approaches. They give new insights in the customer’s needs and desires by automatically processing their messages. Previously unknown facts and relations can be detected and organizations as well as employees profit by these document and knowledge management tools. The techniques used are rather simple but robust: they are derived from basic distance calculation between feature vectors in the vector space model.
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Bohnacker, U., Dehning, L., Franke, J., Renz, I. (2002). Textual Analysis of Customer Statements for Quality Control and Help Desk Support. In: Jajuga, K., Sokołowski, A., Bock, HH. (eds) Classification, Clustering, and Data Analysis. Studies in Classification, Data Analysis, and Knowledge Organization. Springer, Berlin, Heidelberg. https://doi.org/10.1007/978-3-642-56181-8_48
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DOI: https://doi.org/10.1007/978-3-642-56181-8_48
Publisher Name: Springer, Berlin, Heidelberg
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