A re-examination of text categorization methods
Proceedings of the 22nd annual international ACM SIGIR conference on Research and development in information retrieval
Text Categorization with Suport Vector Machines: Learning with Many Relevant Features
ECML '98 Proceedings of the 10th European Conference on Machine Learning
A Comparative Study on Feature Selection in Text Categorization
ICML '97 Proceedings of the Fourteenth International Conference on Machine Learning
Optimizing search engines using clickthrough data
Proceedings of the eighth ACM SIGKDD international conference on Knowledge discovery and data mining
Text analysis and knowledge mining system
IBM Systems Journal
A measure of term representativeness based on the number of co-occurring salient words
COLING '02 Proceedings of the 19th international conference on Computational linguistics - Volume 1
ACL '02 Proceedings of the 40th Annual Meeting on Association for Computational Linguistics
Automatic analysis of call-center conversations
Proceedings of the 14th ACM international conference on Information and knowledge management
Automatic generation of domain models for call centers from noisy transcriptions
ACL-44 Proceedings of the 21st International Conference on Computational Linguistics and the 44th annual meeting of the Association for Computational Linguistics
Mining conversational text for procedures with applications in contact centers
International Journal on Document Analysis and Recognition
Machine learning techniques for business blog search and mining
Expert Systems with Applications: An International Journal
An information granulation based data mining approach for classifying imbalanced data
Information Sciences: an International Journal
Mining typical patterns from databases
Information Sciences: an International Journal
Automatically training a problematic dialogue predictor for a spoken dialogue system
Journal of Artificial Intelligence Research
Privacy-preserving data mining: A feature set partitioning approach
Information Sciences: an International Journal
Building re-usable dictionary repositories for real-world text mining
CIKM '10 Proceedings of the 19th ACM international conference on Information and knowledge management
A time-varying propagation model of hot topic on BBS sites and Blog networks
Information Sciences: an International Journal
A rule-based method for identifying the factor structure in customer satisfaction
Information Sciences: an International Journal
Proceedings of the 28th Annual ACM Symposium on Applied Computing
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Business-oriented conversations between customers and agents need to be analyzed to obtain valuable insights that can be used to improve product and service quality, operational efficiency, and revenue. For such an analysis, it is critical to identify appropriate textual segments and expressions to focus on, especially when the textual data consists of complete transcripts, which are often lengthy and redundant. In this paper, we propose a method to identify important segments from the conversations by looking for changes in the accuracy of a categorizer designed to separate different business outcomes. We then use text mining to extract important associations between key entities (insights). We show the effectiveness of the method for making chance discoveries by using real life data from a car rental service center.