Abstract
We study how to characterize usage of words in inquiries from customers to an online help desk based on their statistical properties such as the number of being used and their correlation in inquires. We also investigate possibility that such statistical analysis enables us to foresee difficulties in dealing with inquiries.
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Acknowledgements
We thank KSK Analytics for allowing us to analyze their data of the online helpdesk. M. Toda is supported by the Cooperative Research Program of “Network Joint Research Center for Materials and Devices” and a Grant-in-Aid for Scientific Research (C) from the Japan Society for Promotion of Science. We would also like to thank an anonymous referee for improving our manuscript.
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Adachi, H., Toda, M. (2017). Characteristics of Language Usage in Inquires Asked to an Online Help Desk. In: Tan, Y., Takagi, H., Shi, Y. (eds) Data Mining and Big Data. DMBD 2017. Lecture Notes in Computer Science(), vol 10387. Springer, Cham. https://doi.org/10.1007/978-3-319-61845-6_42
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DOI: https://doi.org/10.1007/978-3-319-61845-6_42
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Online ISBN: 978-3-319-61845-6
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