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  
We adjust sentiment analysis techniques to automatically detect customer emotion in on-line service interactions of multiple business domains. 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. Our analyses show customer emotions start out negative and evolve into positive feelings, as the interaction unfolds. Also, we identify a close relationship
more » ... tween customer emotion dynamics during the service interaction and the concepts of service failure and recovery. This connection manifests itself in customer service quality evaluations after the interaction ends. Our study highlights the connection between customer emotion and service quality as service interactions unfold, and suggests the use of sentiment analysis tools for real-time monitoring and control of web-based service quality.
doi:10.1145/3184558.3191628 dblp:conf/www/Yom-TovAANBWR18 fatcat:kynd3satozcvfbfwru476c6uuq