Emotion detection in email customer care

Computational Intelligence

Volumn 29, Issue 3, 2013, Pages 489-505

  Gupta, Narendra ^a   Gilbert, Mazin ^a   Di Fabbrizio, Giuseppe ^a  

^a AT AND T LABS RESEARCH   (United States)

Author keywords

boosting; customer service; emotional email; salient features; support vector machines; text classification

Indexed keywords

BASELINE SYSTEMS; BOOSTING; CONTACT CENTERS; CUSTOMER RETENTION; CUSTOMER SERVICES; EMOTION DETECTION; SALIENT FEATURES; TEXT CLASSIFICATION;

CLASSIFICATION (OF INFORMATION); CUSTOMER SATISFACTION; SALES; SUPPORT VECTOR MACHINES; TEXT PROCESSING;

ELECTRONIC MAIL;

EID: 84881429478     PISSN: 08247935     EISSN: 14678640     Source Type: Journal    
DOI: 10.1111/j.1467-8640.2012.00454.x     Document Type: Conference Paper

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