A Spoken Language System for Automated Call Routing
ICASSP '97 Proceedings of the 1997 IEEE International Conference on Acoustics, Speech, and Signal Processing (ICASSP '97)-Volume 2 - Volume 2
Commissioned Paper: Telephone Call Centers: Tutorial, Review, and Research Prospects
Manufacturing & Service Operations Management
Vector-based natural language call routing
Computational Linguistics
Message classification in the call center
ANLC '00 Proceedings of the sixth conference on Applied natural language processing
Text Classification by Boosting Weak Learners based on Terms and Concepts
ICDM '04 Proceedings of the Fourth IEEE International Conference on Data Mining
Introduction to Data Mining, (First Edition)
Introduction to Data Mining, (First Edition)
Data mining approach for analyzing call center performance
IEA/AIE'2004 Proceedings of the 17th international conference on Innovations in applied artificial intelligence
COLING '04 Proceedings of the 20th international conference on Computational Linguistics
Local decomposition for rare class analysis
Proceedings of the 13th ACM SIGKDD international conference on Knowledge discovery and data mining
An integrated system for automatic customer satisfaction analysis in the services industry
Proceedings of the 14th ACM SIGKDD international conference on Knowledge discovery and data mining
Multi-focal learning and its application to customer service support
Proceedings of the 15th ACM SIGKDD international conference on Knowledge discovery and data mining
Adapting the right measures for K-means clustering
Proceedings of the 15th ACM SIGKDD international conference on Knowledge discovery and data mining
Pulse: mining customer opinions from free text
IDA'05 Proceedings of the 6th international conference on Advances in Intelligent Data Analysis
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In this study, we formalize a multifocal learning problem, where training data are partitioned into several different focal groups and the prediction model will be learned within each focal group. The multifocal learning problem is motivated by numerous real-world learning applications. For instance, for the same type of problems encountered in a customer service center, the problem descriptions from different customers can be quite different. Experienced customers usually give more precise and focused descriptions about the problem. In contrast, inexperienced customers usually provide diverse descriptions. In this case, the examples from the same class in the training data can be naturally in different focal groups. Therefore, it is necessary to identify those natural focal groups and exploit them for learning at different focuses. Along this line, the key development challenge is how to identify those focal groups in the training data. As a case study, we exploit multifocal learning for profiling customer problems. Also, we provide an empirical study about how the performance of multifocal learning is affected by the quality of focal groups. The results on real-world customer problem logs show that multifocal learning can significantly boost the performance of many existing classification algorithms, such as Support Vector Machines (SVMs), for classifying customer problems and there is strong correlation between the quality of focal groups and the learning performance.