Semi-autonomous methodology to validate and update customer needs database through text data analytics

作者：

Highlights：

• Existing studies often treat the set of input (text) data equally independently of referring to already known or unknown customer information by company members.

• The proposed semi-autonomous methodology classifies a set of sentences as known or unknown information based on existing company knowledge about customer needs (CNs).

• A guideline for how to represent company knowledge about already known CNs is provided.

• Results highlight the possibility for companies to identify new customer information as well as to validate and update their knowledge about already known CNs.

摘要

•Existing studies often treat the set of input (text) data equally independently of referring to already known or unknown customer information by company members.•The proposed semi-autonomous methodology classifies a set of sentences as known or unknown information based on existing company knowledge about customer needs (CNs).•A guideline for how to represent company knowledge about already known CNs is provided.•Results highlight the possibility for companies to identify new customer information as well as to validate and update their knowledge about already known CNs.

论文关键词：Customer need,CN,Company knowledge,Text data

论文评审过程：Received 20 January 2019, Revised 10 January 2020, Accepted 10 January 2020, Available online 19 February 2020, Version of Record 12 March 2020.

论文官网地址：https://doi.org/10.1016/j.ijinfomgt.2020.102073