Mining of the Unexpected Event from Customer Feedback Comment

Wen Chuan Yang; Hao Yu Zeng; Rui Li

doi:10.4028/www.scientific.net/AMR.739.515

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HomeAdvanced Materials ResearchAdvanced Materials Research Vol. 739Mining of the Unexpected Event from Customer...

Mining of the Unexpected Event from Customer Feedback Comment

Abstract:

This paper does some research of mining for unexpected event from customer feedback comment, and it helps to forecast and alert the service problems. With the new services in Telecommunication businesses, lots of atypical unexpected incident hides in Telecommunication Feedback text. The incident has small probability and atypical attributes, and hard to understand and unobvious by ordinary way. We define this atypical unexpected incident as unexpected event. We construct the mathematical model for unexpected event, design the extracting algorithm, and try to verify its efficiency with Feedback text. The experimental results map out the correct possibilities for our algorithm.

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Periodical:

Advanced Materials Research (Volume 739)

Pages:

515-521

DOI:

https://doi.org/10.4028/www.scientific.net/AMR.739.515

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Online since:

August 2013

Authors:

Wen Chuan Yang, Hao Yu Zeng, Rui Li

Keywords:

Association Rule, Data Mining (DM), Feedback Comment, Unexpected Event

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