1. Intelligent Database Systems Lab 國立雲林科技大學 National Yunlin University of Science and Technology Text Classification, Business Intelligence, and Interactivity: Automating C-Sat Analysis for Services Industry Presenter : Shu-Ya Li Authors : Shantanu Godbole, Shourya Roy KDD, 2008

2. Intelligent Database Systems Lab N.Y.U.S.T. I. M. 2 Outline Motivation Objective Methodology Experiments and Results Conclusion Comments

3. Intelligent Database Systems Lab N.Y.U.S.T. I. M. Motivation Manual C-Sat analysis requires 60% of the time of 2–10 people per account for contact centers. 3

4. Intelligent Database Systems Lab N.Y.U.S.T. I. M. Objectives Text classification can help automate this making it consistent and exhaustive. We describe our experiences in building and deploying ITACS, an automated system for C-Sat analysis.

5. Intelligent Database Systems Lab N.Y.U.S.T. I. M. System Architecture ITACS 5

6. Intelligent Database Systems Lab N.Y.U.S.T. I. M. Methodology Classification Engine 6

7. Intelligent Database Systems Lab N.Y.U.S.T. I. M. Methodology Database  DB2 BI reporting & IBM TICL 7 Tool for Interactive text Classification and Labeling

8. Intelligent Database Systems Lab N.Y.U.S.T. I. M. Experiments 8

9. Intelligent Database Systems Lab N.Y.U.S.T. I. M. Conclusion ITACS has been deployed for C-Sat analysis in e-commerce and telecom client accounts of large contact centers. QAs are using ITACS for analyzing operational data and identifying customer pain points, problematic products and agents’ shortcomings. 9

10. Intelligent Database Systems Lab N.Y.U.S.T. I. M. Comments Advantage  … Drawback  Few examples Application  Text classification 10