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What is Enhancing Customer Satisfaction Analysis With A Machine Learning about?

This paper presents a machine learning approach, CAMP, to enhance customer satisfaction analysis by matching customer comments (CC) with agent notes (AN) in a telecom context. The approach addresses the limitations of relying solely on CC by incorporating AN, which provides professional insights and details that can improve service responses. By analyzing mismatches between CC and AN, the method aims to identify key areas for service improvement and predict customer satisfaction scores more accurately.

Author

jyt1147459697

Language

EN