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Message Sense Maker: Engineering a Tool Set for Customer Relationship Management

Overview 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. New issue identification techniques are developed based on clustering and context aware similarity networks to enable managers to discover knowledge in text messages. The authors engineer a tool set specifically for exploring short text messages in the context of customer relationship management. This paper reports a proof of concept prototype called Message Sense Maker that can assist managers to map the overall sentiment of customers semi-automatically.

Further White Paper Details
Publisher	Institute of Electrical and Electronics Engineers	File Format	PDF
Date Published	December 2002
Format	White Papers
Topics	Knowledge and Data Management, Data Mining - Analysis

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