A copy of this work was available on the public web and has been preserved in the Wayback Machine. The capture dates from 2017; you can also visit the original URL.
The file type is application/pdf.
Interaction Mining: The New Frontier of Customer Interaction Analytics
[chapter]
2013
Studies in Computational Intelligence
Preserved Fulltext
In this paper, we present our solution for pragmatic analysis of call center conversations in order to provide useful insights for enhancing Call Center Analytics to a level that will enable new metrics and key performance indicators (KPIs) beyond the standard approach. These metrics rely on understanding the dynamics of conversations by highlighting the way participants discuss about topics. By doing that we can detect situations that are simply impossible to detect with standard approaches
doi:10.1007/978-3-642-31546-6_6
fatcat:yqdiy52bfzd2flaqvyrpocht6e