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Presenter : Shu-Ya Li Authors : Shantanu Godbole , Shourya Roy

Text Classification, Business Intelligence, and Interactivity : Automating C-Sat Analysis for Services Industry. Presenter : Shu-Ya Li Authors : Shantanu Godbole , Shourya Roy. KDD, 2008. Outline. Motivation Objective Methodology Experiments and Results Conclusion Comments.

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Presenter : Shu-Ya Li Authors : Shantanu Godbole , Shourya Roy

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  1. Text Classification, Business Intelligence, and Interactivity: Automating C-Sat Analysis for Services Industry Presenter : Shu-Ya Li Authors : ShantanuGodbole, Shourya Roy KDD, 2008

  2. Outline • Motivation • Objective • Methodology • Experiments and Results • Conclusion • Comments

  3. Motivation Manual C-Sat analysis requires 60% of the time of 2–10 people per account for contact centers.

  4. Objectives Text classification can help automate this making it consistent and exhaustive. We describe our experiences in building and deploying ITACS, an automated system for C-Sat analysis.

  5. System Architecture ITACS

  6. Methodology Classification Engine

  7. Methodology Tool for Interactive text Classification and Labeling • Database • DB2 • BI reporting & IBM TICL

  8. Experiments

  9. Conclusion ITACS has been deployed for C-Sat analysis in e-commerce and telecom client accounts of large contact centers. QAs are using ITACS for analyzing operational data and identifying customer pain points, problematic products and agents’ shortcomings.

  10. Comments • Advantage • … • Drawback • Few examples • Application • Text classification

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