Text Mining for Customer Enquiries in Telecommunication Services

Authors:
Motoi Iwashita;Shinsuke Shimogawa;Ken Nishimatsu
Affiliations:
NTT Service Integration Laboratories, Tokyo, Japan 180-8585;NTT Service Integration Laboratories, Tokyo, Japan 180-8585;NTT East, Network Business Headquarters, Tokyo, Japan 163-8019
Venue:
KES '09 Proceedings of the 13th International Conference on Knowledge-Based and Intelligent Information and Engineering Systems: Part II
Year:
2009

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Abstract

Analyzing failure trends and establishing effective coping processes for complex problems in advance is essential in telecommunication services. We propose a method for semantically analyzing and classifying customer enquiries efficiently and precisely. Our method can also construct semantic content efficiently by extracting related terms through analysis and classification. This method is based on a dependency parsing and co-occurrence technique to enable classification of a large amount of unstructured data into patterns because customer enquiries are generally stored as unstructured textual data.