A network-based concept extraction for managing customer requests in a social media care context

作者：

Highlights：

• Social media care is a new way for providing assistance to customers in a rapid way.

• Customer requests are usually short texts that it is not easy to automatically process.

• A strategy for extracting and managing knowledge from social media is presented.

• The proposal is tested on a set of tweets sent to the Apple Support on Twitter.

摘要

•Social media care is a new way for providing assistance to customers in a rapid way.•Customer requests are usually short texts that it is not easy to automatically process.•A strategy for extracting and managing knowledge from social media is presented.•The proposal is tested on a set of tweets sent to the Apple Support on Twitter.

论文关键词：Customer care,Textual data,Network analysis,Community detection

论文评审过程：Received 31 December 2018, Revised 15 May 2019, Accepted 15 May 2019, Available online 3 June 2019, Version of Record 24 February 2020.

论文官网地址：https://doi.org/10.1016/j.ijinfomgt.2019.05.012