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Event detection using customer care calls
2013
2013 Proceedings IEEE INFOCOM
Customer care calls serve as a direct channel for a service provider to learn feedbacks from their customers. They reveal details about the nature and impact of major events and problems observed by customers. By analyzing the customer care calls, a service provider can detect important events to speed up problem resolution. However, automating event detection based on customer care calls poses several significant challenges. First, the relationship between customers' calls and network events
doi:10.1109/infcom.2013.6566966
dblp:conf/infocom/ChenLDQW13
fatcat:vpzhxdujnjhhtajxkroqybogny