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  1. 1. Extracting Customer Sentiments from Email Support Tickets : A case for email support ticket prioritisation

    Master-uppsats, Blekinge Tekniska Högskola/Institutionen för datavetenskap

    Författare :Albert Fiati-Kumasenu; [2019]
    Nyckelord :Machine Learning; Natural Language Processing; Sentiment Analysis; Cluster Ensemble; VADER; Customer support;

    Sammanfattning : Background Daily, companies generate enormous amounts of customer support tickets which are grouped and placed in specialised queues, based on some characteristics, from where they are resolved by the customer support personnel (CSP) on a first-in-first-out basis. Given that these tickets require different levels of urgency, a logical next step to improving the effectiveness of the CSPs is to prioritise the tickets based on business policies. LÄS MER