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Make Your Customers Happy Again. AI and NLP for a Customer Complaint Management Platform

Paper presented at the AAAI 2020 Workshop on Interactive and Conversational Recommendation Systems (WICRS), Feb 7, 2020, New York
: Kintz, Maximilien; Dukino, Claudia; Blohm, Matthias; Hanussek, Marc

Fulltext urn:nbn:de:0011-n-5854830 (184 KByte PDF)
MD5 Fingerprint: 221fae14be1464d95d3d267e4a6af666
Created on: 17.4.2020

Poster urn:nbn:de:0011-n-585483-10 (363 KByte PDF)
MD5 Fingerprint: 2f0f8b03330de01d72d5649aae0f3db2
Created on: 17.4.2020

2020, 3 pp.
Conference on Artificial Intelligence (AAAI) <34, 2020, New York/NY>
Workshop on Interactive and Conversational Recommendation Systems (WICRS) <2020, New York/NY>
Bundesministerium für Bildung und Forschung BMBF (Deutschland)
Innovationen für die Produktion, Dienstleistung und Arbeit von morgen; 02L17B00ff; SmartAIwork
Zukunft der Betriebsabläufe: Sachbearbeitung zukunftsorientiert gestalten mit Automatisierung durch Künstliche Intelligenz
Conference Paper, Electronic Publication
Fraunhofer IAO ()

Many organizations, for example in the public transport sector, are confronted daily with large amounts of customer messages and complaints coming via different channels: e-mail, letters, social media, chats etc. Manually processing the messages in a timely fashion to provide a satisfying answer is cumbersome. Artificial Intelligence (AI) based Natural Language Processing (NLP) software systems can be used to automate data extraction, topic analysis and answer generation tasks. In this paper, we present a configurable prototype software system for automating customer complaints management.