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arXiv 1806.01694cs.CL
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理解多语言客户反馈的含义

Understanding Meanings in Multilingual Customer Feedback

ADAPT Centre(ADAPT中心);Microsoft Ireland(微软爱尔兰);Dublin City University(都柏林城市大学);Trinity College Dublin(都柏林圣三一学院)

Chao-Hong Liu, Declan Groves, Akira Hayakawa, Alberto Poncelas, Qun Liu

摘要:

理解并能够对客户反馈做出反应是提供良好客户服务的最基本任务。然而,国际公司在全球多语言环境中自动检测客户反馈的含义存在两大障碍。首先,没有广泛认可的分类(类)的意义,客户反馈。其次,一种含义分类(如果存在)对多种语言的客户反馈的适用性是值得怀疑的。在本文中,我们提取了具有代表性的真实世界的客户反馈样本,从微软Office客户在多种语言,英语,西班牙语和日语,并得出了一个五类分类(评论,请求,错误,投诉和无意义)的意义分类,可用于跨语言领域的客户反馈分析。

英文摘要:

Understanding and being able to react to customer feedback is the most fundamental task in providing good customer service. However, there are two major obstacles for international companies to automatically detect the meaning of customer feedback in a global multilingual environment. Firstly, there is no widely acknowledged categorisation (classes) of meaning for customer feedback. Secondly, the applicability of one meaning categorisation, if it exists, to customer feedback in multiple languages is questionable. In this paper, we extracted representative real world samples of customer feedback from Microsoft Office customers in multiple languages, English, Spanish and Japanese,and concluded a five-class categorisation(comment, request, bug, complaint and meaningless) for meaning classification that could be used across languages in the realm of customer feedback analysis.

机构、总结、中文摘要均由AI分析而来,可能存在错误,请以论文正文为准。

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