Abstract
A variety of services have recently been provided according to the highly-developed networks and personal equipment. Connecting this equipment becomes more complicated with advancement of these day by day. Because software is often updated to keep up with advancements in services or security, problems such as no-connection increase and determining the cause become difficult in some cases. Telecom operators must understand the situation and act as quickly as possible when they receive customer enquiries.
In this paper, we propose one method for analyzing and classifying customer enquiries that enables quick and efficient responses. Because customer enquiries are generally stored as unstructured textual data, this method is based upon a co-occurrence technique and categorization of telecom features to enable classification of a large amount of unstructured data into patterns.
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Iwashita, M., Nishimatsu, K., Shimogawa, S. (2009). Method for Classification of Unstructured Data in Telecommunication Services. In: Filipe, J., Obaidat, M.S. (eds) e-Business and Telecommunications. ICETE 2008. Communications in Computer and Information Science, vol 48. Springer, Berlin, Heidelberg. https://doi.org/10.1007/978-3-642-05197-5_3
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DOI: https://doi.org/10.1007/978-3-642-05197-5_3
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