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
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.