Improving Customer Complaint Management by Automatic Email Classification Using Linguistic Style Features as Predictors
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- K. W. De Bock & D. Van Den Poel, 2012. "Reconciling Performance and Interpretability in Customer Churn Prediction using Ensemble Learning based on Generalized Additive Models," Working Papers of Faculty of Economics and Business Administration, Ghent University, Belgium 12/805, Ghent University, Faculty of Economics and Business Administration.
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KeywordsCustomer Complaint Handling; Call Center Email; Voice of Customers (VOC); Singular Value Decomposition (SVD); Latent Semantic Indexing (LSI); Automatic Email Classification;
NEP fieldsThis paper has been announced in the following NEP Reports:
- NEP-ALL-2007-10-20 (All new papers)
- NEP-ICT-2007-10-20 (Information & Communication Technologies)
- NEP-MKT-2007-10-20 (Marketing)
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