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Characteristics of Language Usage in Inquires Asked to an Online Help Desk

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Book cover Data Mining and Big Data (DMBD 2017)

Part of the book series: Lecture Notes in Computer Science ((LNISA,volume 10387))

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Abstract

We study how to characterize usage of words in inquiries from customers to an online help desk based on their statistical properties such as the number of being used and their correlation in inquires. We also investigate possibility that such statistical analysis enables us to foresee difficulties in dealing with inquiries.

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Acknowledgements

We thank KSK Analytics for allowing us to analyze their data of the online helpdesk. M. Toda is supported by the Cooperative Research Program of “Network Joint Research Center for Materials and Devices” and a Grant-in-Aid for Scientific Research (C) from the Japan Society for Promotion of Science. We would also like to thank an anonymous referee for improving our manuscript.

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Authors and Affiliations

  1. Nara Women’s University, Nara, 630-8506, Japan

    Haruka Adachi & Mikito Toda

Authors
  1. Haruka Adachi
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  2. Mikito Toda
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Corresponding author

Correspondence to Mikito Toda .

Editor information

Editors and Affiliations

  1. Peking University, Beijing, China

    Ying Tan

  2. Kyushu University, Fukuoka, Japan

    Hideyuki Takagi

  3. Southern University of Science and Technology, Shenzhen, China

    Yuhui Shi

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Adachi, H., Toda, M. (2017). Characteristics of Language Usage in Inquires Asked to an Online Help Desk. In: Tan, Y., Takagi, H., Shi, Y. (eds) Data Mining and Big Data. DMBD 2017. Lecture Notes in Computer Science(), vol 10387. Springer, Cham. https://doi.org/10.1007/978-3-319-61845-6_42

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  • DOI: https://doi.org/10.1007/978-3-319-61845-6_42

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  • Publisher Name: Springer, Cham

  • Print ISBN: 978-3-319-61844-9

  • Online ISBN: 978-3-319-61845-6

  • eBook Packages: Computer ScienceComputer Science (R0)

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