Interaction Mining: The New Frontier of Customer Interaction Analytics [chapter]

Vincenzo Pallotta, Rodolfo Delmonte
2013 Studies in Computational Intelligence  
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
more » ... h as controversial topics, customer-oriented behaviors and also predict customer ratings.
doi:10.1007/978-3-642-31546-6_6 fatcat:yqdiy52bfzd2flaqvyrpocht6e