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Customer Sentiment in Web-Based Service Interactions

Galit B. Yom-Tov, Shelly Ashtar, Daniel Altman, Michael Natapov, Neta Barkay, Monika Westphal, Anat Rafaeli
2018 Companion of the The Web Conference 2018 on The Web Conference 2018 - WWW '18  
web-based service quality.  ...  Then we use the adjusted sentiment analysis tool to report insights into the dynamics of emotion in on-line service chats, using a large dataset of telecommunications customer service interactions.  ...  ACKNOWLEDGEMENT We thank Naama Tepper and Shlomo Lahav for initiating the collaboration between the Technion and LivePerson, Ella Nadjharov, Igor Gavako and Dr.  ... 
doi:10.1145/3184558.3191628 dblp:conf/www/Yom-TovAANBWR18 fatcat:kynd3satozcvfbfwru476c6uuq

Establishing Continuous App Improvement by Considering Heterogenous Data Sources

Simon André Scherr, Steffen Hupp, Frank Elberzhager
2021 International Journal of Interactive Mobile Technologies  
In this article, we present User Echo Service (UES), which was built to address heterogeneous data sources.  ...  Feedback provided by users influences other potential users and provides new opportunities for identifying features.  ...  Acknowledgements The research described in this paper was performed in the project EnStadt: Pfaff (grant no. 03SBE112D and 03SBE112G) of the German Federal Ministry for Economic Affairs and Energy (BMWi  ... 
doi:10.3991/ijim.v15i10.20613 fatcat:4wgk56kvprgxllgeghae7n5g6a

IJIMAI Editor's Note - Vol. 3 Issue 6

Juan Carlos Gonzalvez-Cabañas, Francisco Mochón
2016 International Journal of Interactive Multimedia and Artificial Intelligence  
in emails, blogs, tweets, forums and other forms of textual communication [14] .  ...  "Text Analytics: the convergence of Big Data and Artificial Intelligence" by Antonio Moreno and Teófilo Redondo focuses on the study of what is known as text analytics, i.e. the analysis of the text contained  ...  Artificial intelligence has been used in several ways to capture and structure Big Data, analysing it to obtain key insights [3] .  ... 
doi:10.9781/ijimai.2016.360 fatcat:fawl3ts4w5b6pe7iepitxdygbq

Teddy: A System for Interactive Review Analysis [article]

Xiong Zhang and Jonathan Engel and Sara Evensen and Yuliang Li and Çağatay Demiralp and Wang-Chiew Tan
2020 arXiv   pre-print
In response we introduce Teddy, an interactive system that enables data scientists to quickly obtain insights from reviews and improve their extraction and modeling pipelines.  ...  Reviews are integral to e-commerce services and products.  ...  ACKNOWLEDGMENTS We thank our study participants for their time and insights. We also thank Eser Kandogan for his feedback on an earlier draft of this paper.  ... 
arXiv:2001.05171v1 fatcat:2l5fnifhlneqjkbmhpoivwrjqm

Interactive interfaces for complex network analysis: An information credibility perspective

James Schaffer, Byungku Kang, Tobias Hollerer, Hengchang Liu, Chenji Pan, Siyu Giyu, John O'Donovan
2013 2013 IEEE International Conference on Pervasive Computing and Communications Workshops (PERCOM Workshops)  
Two different approaches to interactive visual representations of data are discussed: an interactive node-link graph and a novel approach where content is separated into interactive lists based on data  ...  This paper discusses and evaluates the impact of visualization and interaction strategies for extracting quality information from data in complex networks such as microblogs.  ...  W911NF-09-1-0553; The views and conclusions contained in this document are those of the authors and should not be interpreted as representing the official policies, either expressed or implied, of ARL,  ... 
doi:10.1109/percomw.2013.6529542 dblp:conf/percom/SchafferKHLPGO13 fatcat:cl4onzoryffjnmsexusrehphim


2001 Interactive Marketing  
Articles and papers are selected by the editors for abstraction based on their value in furthering practitioners' knowledge of new and emerging practices and in promulgating direct marketing ef®cacy.  ...  Enquiries and assistance Please call Lucy Shaikh, IDM Information Services Manager, on 44 (0) 20 8614 0274.  ...  Suggests the key lies in analysing and re-evaluating one's customer base and deciding what new channels, if any, may be appropriate.  ... 
doi:10.1057/ fatcat:qaanqplyvbd6pmry6ipun6uajm

H2020 692819 Simpatico - D3.1 User Interaction Modelling And Design

Raúl Santos de la Cámara, Iván Pretel, Unai López Novoam, Neetu Agrawal, Giuseppe di Modica
2016 Zenodo  
The project SIMPATICO's goal is to improve the experience of citizens and companies in their daily interactions with the public administration by providing a personalized delivery of e-services based on  ...  This will be achieved through a solution based on the interplay of language processing, machine learning and the wisdom of the crowd to change for the better the way citizens interact with the Public Administration  ...  the particular interaction events useful for gathering insights in the SIMPATICO e-services.  ... 
doi:10.5281/zenodo.1043869 fatcat:gdgmmbixtvfbrmeipexd5jwley

An Automated Cloud-Based Big Data Analytics Platform for Customer Insights

Liangxiu Han, Muhammad Salman Haleem, Tam Sobeih, Ying Liu, Anthony Soroka, Lianghao Han
2017 2017 IEEE International Conference on Internet of Things (iThings) and IEEE Green Computing and Communications (GreenCom) and IEEE Cyber, Physical and Social Computing (CPSCom) and IEEE Smart Data (SmartData)  
In this work, we present an automated scalable cloud-based system to harness big customer reviews on products for customer insights through data pipeline from data acquisition, analysis to visualisation  ...  Product reviews have a significant influence on strategic decisions for both businesses and customers on what to produce or buy.  ...  Conducted through the SME-Oriented Collaborative Customer Insight Platform for User-driven RdM (SOC-UDRdM) project.  ... 
doi:10.1109/ithings-greencom-cpscom-smartdata.2017.48 dblp:conf/ithings/HanHSLSH17 fatcat:r5iwzyvzgzdmrjwogkjmlddj3q

The future of service: The power of emotion in human-robot interaction

Stephanie Hui-Wen Chuah, Joanne Yu
2021 Journal of Retailing and Consumer Services  
Yet, while emotional expression is valued in the field of service, understanding emotions in human-robot interaction remains underexplored.  ...  The cross-disciplinary nature of this study lays the groundwork for nextlevel social, design, and creative experiences in artificial intelligence research regarding consumer service and experience contexts  ...  Michelle Mattuzzi, a Research Master student in Language and Cognition at the University of Groningen, for proofreading the manuscript.  ... 
doi:10.1016/j.jretconser.2021.102551 fatcat:y35tyxmrdzb7xn7m67gcwkv3g4

Interaction Design in Agile IT Projects [article]

Marcin Sikorski
2021 Zenodo  
This book: • provides an easy-to-follow overview of practical methods for designing User Experience (UX) in digital products, such as online services or mobile applications; • spans UX-related design activities  ...  knowledge for researchers, managers and practitioners who work on UX design in agile IT projects for digital products.  ...  For designing web-based interactions, servicizing means that all types of websites and web applications deliver value only by activating user-service interaction when customers operate a website or an  ... 
doi:10.5281/zenodo.5810704 fatcat:sxtictcslncfpeyy7kagglxfg4

Predicting happiness: user interactions and sentiment analysis in an online travel forum

Julia Neidhardt, Nataliia Rümmele, Hannes Werthner
2017 Information Technology & Tourism  
In this paper, user activities and interactions in the tourism domain are analysed.  ...  To capture their emotions, text mining techniques and sentiment analysis are applied to construct a measure, which is based on free-text comments in a travel forum.  ...  reproduction in any medium, provided you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license, and indicate if changes were made.  ... 
doi:10.1007/s40558-017-0079-2 fatcat:otulxqwl4bh65pas7oocxylgou

Understanding the user generated content and interactions on a Facebook brand page

Irena Pletikosa Cvijikj, Florian Michahelles
2013 International Journal of Social and Humanistic Computing  
Second, we analyse the activities and interactions, in terms of their evolution over time and dependency on the community size.  ...  content and the interactions.  ...  their enthusiasm for a new product or service.  ... 
doi:10.1504/ijshc.2013.053270 fatcat:s6xgxjbkjjfsbiseww4aml2eje

Human-Computer Interaction in Digital Mental Health

Luke Balcombe, Diego De Leo
2022 Informatics  
AI is driving web-based and smartphone apps; mostly it is used for self-help and guided cognitive behavioral therapy (CBT) for anxiety and depression.  ...  Generally, there is a need for faster and better human factors in combination with machine interaction and automation, higher levels of effectiveness evaluation and the application of blended, hybrid or  ...  The limited uptake of some evidence-based services called for higher levels of empirical evidence and adherence to engagement for web-based interventions (including in trials)-comprehensive evaluation  ... 
doi:10.3390/informatics9010014 fatcat:2zva3cwrcjcq3irr3ra2nbxwhy

Modelling and Analysing Behaviours and Emotions via Complex User Interactions [article]

Mohamed Mostafa
2019 arXiv   pre-print
Perhaps more impactfully, it has provided the foundation for a range of new products and services, transforming industries such as advertising and marketing, as well as bringing the challenges of sharing  ...  In this thesis, we present a novel conceptual framework based on a complex digital system using collected longitudinal datasets to predict system status based on the personality traits and emotions extracted  ...  Emotions extracted based on basic emotion methodology as discussed in Section 4.2.3.The Personality Insights service suggests personality traits from textual data based on an open-vocabulary method.  ... 
arXiv:1902.07683v1 fatcat:xeqntpaysve7pd77oxu3lu3vta

On the Design of and Interaction with Conversational Agents: An Organizing and Assessing Review of Human-Computer Interaction Research

Stephan Diederich, University of Göttingen, Germany, Alfred Benedikt Brendel, Stefan Morana, Lutz Kolbe, TU Dresden, Germany, Saarland University, Germany, University of Göttingen, Germany
2022 Journal of the AIS  
CAs are used in contexts such as peoples private lives, education, and healthcare, as well as in organizations to innovate or automate tasks for example, in marketing, sales, or customer service.  ...  To better understand how CAs can be designed to fulfill their intended purpose and how humans interact with them, a number of studies focusing on human-computer interaction have been carried out in recent  ...  Leidner and the anonymous reviewers for their support, encouragement, and valuable feedback, which helped us substantially improve the paper throughout the review process.  ... 
doi:10.17705/1jais.00724 fatcat:kdotzyapnfgrle23hq7v6je6zm
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