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VOC(Voice of Customer) is a crucial information for any business in determining its management strategies. Thus, most businesses try to enhance their relationship with customers by collecting VOC via a variety of channels including telephone calls, mails, online and offline surveys. However, a great portion of such feedbacks are in the form of atypical data and hard to analyze by conventional methods. In particular, qualitative answers to open-ended questions in a survey are extremely difficultdoi:10.14257/ijunesst.2016.9.7.32 fatcat:y3xtknvo4ffylbjhwtgnrhwuie