Uncovering Customer Issues through Topological Natural Language Analysis

arXiv:2403.00804v1 Announce Type: cross
Abstract: E-commerce companies deal with a high volume of customer service requests daily. While a simple annotation system is often used to summarize the topics of customer contacts, thoroughly exploring each specific issue can be challenging. This presents a critical concern, especially during an emerging outbreak where companies must quickly identify and address specific issues. To tackle this challenge, we propose a novel machine learning algorithm that leverages natural language techniques and topological data analysis to …

abstract analysis annotation arxiv commerce companies cs.ai cs.cl cs.lg customer customer service daily deal e-commerce issue language language analysis natural natural language outbreak service simple through topics type