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Paper Type

ERF

Paper Number

1281

Description

Social media is commonly used by organizations to address customer service issues like complaints. For example, this is common in the airline industry, but not all organizations utilize it. However, the latest natural language processing (NLP) techniques can enable organizations to identify complaints—and other social media customer service opportunities—automatically. This exploratory work demonstrates a system for identifying complaints in social media using these NLP techniques that significantly improves upon the current state-of-the-art. We discuss implications for research, practice and future work.

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Aug 10th, 12:00 AM

Using Deep Learning for Identifying Social Media Customer Service Opportunities

Social media is commonly used by organizations to address customer service issues like complaints. For example, this is common in the airline industry, but not all organizations utilize it. However, the latest natural language processing (NLP) techniques can enable organizations to identify complaints—and other social media customer service opportunities—automatically. This exploratory work demonstrates a system for identifying complaints in social media using these NLP techniques that significantly improves upon the current state-of-the-art. We discuss implications for research, practice and future work.

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