Foundations of statistical natural language processing
Foundations of statistical natural language processing
Integrating geometrical and linguistic analysis for email signature block parsing
ACM Transactions on Information Systems (TOIS)
Machine learning in automated text categorization
ACM Computing Surveys (CSUR)
A Bootstrap Technique for Nearest Neighbor Classifier Design
IEEE Transactions on Pattern Analysis and Machine Intelligence
A Comparative Study on Feature Selection in Text Categorization
ICML '97 Proceedings of the Fourteenth International Conference on Machine Learning
Feature Selection for Unbalanced Class Distribution and Naive Bayes
ICML '99 Proceedings of the Sixteenth International Conference on Machine Learning
Editorial: special issue on learning from imbalanced data sets
ACM SIGKDD Explorations Newsletter - Special issue on learning from imbalanced datasets
Proceedings of the tenth ACM SIGKDD international conference on Knowledge discovery and data mining
Mining and summarizing customer reviews
Proceedings of the tenth ACM SIGKDD international conference on Knowledge discovery and data mining
Design and implementation of the UIMA common analysis system
IBM Systems Journal
Adaptive information extraction
ACM Computing Surveys (CSUR)
Foundations and Trends in Databases
Enabling analysts in managed services for CRM analytics
Proceedings of the 15th ACM SIGKDD international conference on Knowledge discovery and data mining
Customer-focused service management for contact centers
IBM Journal of Research and Development
Toward total business intelligence incorporating structured and unstructured data
Proceedings of the 2nd International Workshop on Business intelligencE and the WEB
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Growing competition has made today's banks understand the value of knowing their customers better. In this paper, we describe a tool, LIPTUS, that associates the customer interactions (emails and transcribed phone calls) with customer and account profiles stored in an existing data warehouse. The associations discovered by LIPTUS enable analytics spanning the customer and account profiles on one hand and the meta-data associated or derived from the interaction (using text mining techniques) on the other. We illustrate the value derived from this consolidated analysis through specific customer intelligence applications. LIPTUS is today being extensively used in a large bank in India. A highlight of this paper is a discussion of the technical challenges encountered while building LIPTUS and deploying it on real-life customer data.