Automated Customer Complaint Processing for Water Utilities Based on Natural Language Processing—Case Study of a Dutch Water Utility
Most water utilities have to handle a substantial number of customer complaints every year. Traditionally, complaints are handled by skilled staff who know how to identify primary issues, classify complaints, find solutions, and communicate with customers. The effort associated with complaint processing is often great, depending on the number of customers served by a water utility. However, the rise of natural language processing (NLP), enabled by deep learning, and especially the use of deep recurrent and convolutional neural networks, has created new opportunities for comprehending and inter... Mehr ...
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Dokumenttyp: | Text |
Erscheinungsdatum: | 2022 |
Verlag/Hrsg.: |
Multidisciplinary Digital Publishing Institute
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Schlagwörter: | artificial intelligence / customer complaint processing / natural language processing / water sector |
Sprache: | Englisch |
Permalink: | https://search.fid-benelux.de/Record/base-26636432 |
Datenquelle: | BASE; Originalkatalog |
Powered By: | BASE |
Link(s) : | https://doi.org/10.3390/w14040674 |