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Gabriele Papadia, Massimo Pacella and Vincenzo Giliberti
This paper focuses on the automatic analysis of conversation transcriptions in the call center of a customer care service. The goal is to recognize topics related to problems and complaints discussed in several dialogues between customers and agents. Our...
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Dylan Rees, Richard C. Roberts, Roberts S. Laramee, Paul Brookes, Tony D?Cruze and Gary A. Smith
The contact center industry represents a large proportion of many country?s economies. For example, 4% of the entire United States and UK?s working population is employed in this sector. As in most modern industries, contact centers generate gigabytes of...
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Rodrigo Arraes Alvarenga
Pág. 106 - 118
Enterprises are taking on an increasingly important role in society, both in the generation of employment and income, as in identifying niche markets not identified by large corporations. However, year after year a significant number of these companies e...
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Refik Soyer and M. Murat Tarimcilar
Pág. 266 - 278
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