{"id":"https://openalex.org/W1974416736","doi":"https://doi.org/10.1145/2806416.2806621","title":"Mining the Minds of Customers from Online Chat Logs","display_name":"Mining the Minds of Customers from Online Chat Logs","publication_year":2015,"publication_date":"2015-10-17","ids":{"openalex":"https://openalex.org/W1974416736","doi":"https://doi.org/10.1145/2806416.2806621","mag":"1974416736"},"language":"en","primary_location":{"id":"doi:10.1145/2806416.2806621","is_oa":false,"landing_page_url":"https://doi.org/10.1145/2806416.2806621","pdf_url":null,"source":null,"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Proceedings of the 24th ACM International on Conference on Information and Knowledge Management","raw_type":"proceedings-article"},"type":"preprint","indexed_in":["arxiv","crossref","datacite"],"open_access":{"is_oa":true,"oa_status":"green","oa_url":"https://arxiv.org/pdf/1510.01801","any_repository_has_fulltext":true},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5069120214","display_name":"Kunwoo Park","orcid":"https://orcid.org/0000-0003-2913-9711"},"institutions":[{"id":"https://openalex.org/I157485424","display_name":"Korea Advanced Institute of Science and Technology","ror":"https://ror.org/05apxxy63","country_code":"KR","type":"education","lineage":["https://openalex.org/I157485424"]}],"countries":["KR"],"is_corresponding":true,"raw_author_name":"Kunwoo Park","raw_affiliation_strings":["KAIST, Daejeon, South Korea","KAIST, Daejeon , South Korea#TAB#"],"affiliations":[{"raw_affiliation_string":"KAIST, Daejeon, South Korea","institution_ids":["https://openalex.org/I157485424"]},{"raw_affiliation_string":"KAIST, Daejeon , South Korea#TAB#","institution_ids":["https://openalex.org/I157485424"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5100720873","display_name":"Jae-Woo Kim","orcid":"https://orcid.org/0000-0002-2622-4219"},"institutions":[{"id":"https://openalex.org/I157485424","display_name":"Korea Advanced Institute of Science and Technology","ror":"https://ror.org/05apxxy63","country_code":"KR","type":"education","lineage":["https://openalex.org/I157485424"]}],"countries":["KR"],"is_corresponding":false,"raw_author_name":"Jaewoo Kim","raw_affiliation_strings":["KAIST, Daejeon, South Korea","KAIST, Daejeon , South Korea#TAB#"],"affiliations":[{"raw_affiliation_string":"KAIST, Daejeon, South Korea","institution_ids":["https://openalex.org/I157485424"]},{"raw_affiliation_string":"KAIST, Daejeon , South Korea#TAB#","institution_ids":["https://openalex.org/I157485424"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5060134115","display_name":"Jaram Park","orcid":"https://orcid.org/0000-0003-2737-8647"},"institutions":[{"id":"https://openalex.org/I157485424","display_name":"Korea Advanced Institute of Science and Technology","ror":"https://ror.org/05apxxy63","country_code":"KR","type":"education","lineage":["https://openalex.org/I157485424"]}],"countries":["KR"],"is_corresponding":false,"raw_author_name":"Jaram Park","raw_affiliation_strings":["KAIST, Daejeon, South Korea","KAIST, Daejeon , South Korea#TAB#"],"affiliations":[{"raw_affiliation_string":"KAIST, Daejeon, South Korea","institution_ids":["https://openalex.org/I157485424"]},{"raw_affiliation_string":"KAIST, Daejeon , South Korea#TAB#","institution_ids":["https://openalex.org/I157485424"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5061810530","display_name":"Meeyoung Cha","orcid":"https://orcid.org/0000-0003-4085-9648"},"institutions":[{"id":"https://openalex.org/I157485424","display_name":"Korea Advanced Institute of Science and Technology","ror":"https://ror.org/05apxxy63","country_code":"KR","type":"education","lineage":["https://openalex.org/I157485424"]}],"countries":["KR"],"is_corresponding":false,"raw_author_name":"Meeyoung Cha","raw_affiliation_strings":["KAIST, Daejeon, South Korea","KAIST, Daejeon , South Korea#TAB#"],"affiliations":[{"raw_affiliation_string":"KAIST, Daejeon, South Korea","institution_ids":["https://openalex.org/I157485424"]},{"raw_affiliation_string":"KAIST, Daejeon , South Korea#TAB#","institution_ids":["https://openalex.org/I157485424"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5072935465","display_name":"Jiin Nam","orcid":null},"institutions":[{"id":"https://openalex.org/I2250650973","display_name":"Samsung (South Korea)","ror":"https://ror.org/04w3jy968","country_code":"KR","type":"company","lineage":["https://openalex.org/I2250650973"]}],"countries":["KR"],"is_corresponding":false,"raw_author_name":"Jiin Nam","raw_affiliation_strings":["Samsung Electronics, Suwon, South Korea","Samsung Electronics-Suwon, South Korea"],"affiliations":[{"raw_affiliation_string":"Samsung Electronics, Suwon, South Korea","institution_ids":["https://openalex.org/I2250650973"]},{"raw_affiliation_string":"Samsung Electronics-Suwon, South Korea","institution_ids":["https://openalex.org/I2250650973"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5101424021","display_name":"Seunghyun Yoon","orcid":"https://orcid.org/0000-0002-7262-3579"},"institutions":[{"id":"https://openalex.org/I2250650973","display_name":"Samsung (South Korea)","ror":"https://ror.org/04w3jy968","country_code":"KR","type":"company","lineage":["https://openalex.org/I2250650973"]}],"countries":["KR"],"is_corresponding":false,"raw_author_name":"Seunghyun Yoon","raw_affiliation_strings":["Samsung Electronics, Suwon, South Korea","Samsung Electronics-Suwon, South Korea"],"affiliations":[{"raw_affiliation_string":"Samsung Electronics, Suwon, South Korea","institution_ids":["https://openalex.org/I2250650973"]},{"raw_affiliation_string":"Samsung Electronics-Suwon, South Korea","institution_ids":["https://openalex.org/I2250650973"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5047382167","display_name":"Eunhee Rhim","orcid":null},"institutions":[{"id":"https://openalex.org/I2250650973","display_name":"Samsung (South Korea)","ror":"https://ror.org/04w3jy968","country_code":"KR","type":"company","lineage":["https://openalex.org/I2250650973"]}],"countries":["KR"],"is_corresponding":false,"raw_author_name":"Eunhee Rhim","raw_affiliation_strings":["Samsung Electronics, Suwon, South Korea","Samsung Electronics-Suwon, South Korea"],"affiliations":[{"raw_affiliation_string":"Samsung Electronics, Suwon, South Korea","institution_ids":["https://openalex.org/I2250650973"]},{"raw_affiliation_string":"Samsung Electronics-Suwon, South Korea","institution_ids":["https://openalex.org/I2250650973"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":7,"corresponding_author_ids":["https://openalex.org/A5069120214"],"corresponding_institution_ids":["https://openalex.org/I157485424"],"apc_list":null,"apc_paid":null,"fwci":0.8924,"has_fulltext":true,"cited_by_count":3,"citation_normalized_percentile":{"value":0.82525767,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":90,"max":96},"biblio":{"volume":null,"issue":null,"first_page":"1879","last_page":"1882"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10664","display_name":"Sentiment Analysis and Opinion Mining","score":0.9994000196456909,"subfield":{"id":"https://openalex.org/subfields/1702","display_name":"Artificial Intelligence"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}},"topics":[{"id":"https://openalex.org/T10664","display_name":"Sentiment Analysis and Opinion Mining","score":0.9994000196456909,"subfield":{"id":"https://openalex.org/subfields/1702","display_name":"Artificial Intelligence"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}},{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9973999857902527,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10609","display_name":"Digital Marketing and Social Media","score":0.9962000250816345,"subfield":{"id":"https://openalex.org/subfields/3312","display_name":"Sociology and Political Science"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/session","display_name":"Session (web analytics)","score":0.8064299821853638},{"id":"https://openalex.org/keywords/conversation","display_name":"Conversation","score":0.7786871194839478},{"id":"https://openalex.org/keywords/customer-satisfaction","display_name":"Customer satisfaction","score":0.6828705668449402},{"id":"https://openalex.org/keywords/service","display_name":"Service (business)","score":0.6000744104385376},{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.582379937171936},{"id":"https://openalex.org/keywords/service-quality","display_name":"Service quality","score":0.5610139966011047},{"id":"https://openalex.org/keywords/quality","display_name":"Quality (philosophy)","score":0.4920448958873749},{"id":"https://openalex.org/keywords/online-chat","display_name":"Online chat","score":0.47328799962997437},{"id":"https://openalex.org/keywords/psychology","display_name":"Psychology","score":0.36871466040611267},{"id":"https://openalex.org/keywords/world-wide-web","display_name":"World Wide Web","score":0.32004547119140625},{"id":"https://openalex.org/keywords/marketing","display_name":"Marketing","score":0.23584818840026855},{"id":"https://openalex.org/keywords/business","display_name":"Business","score":0.20011720061302185},{"id":"https://openalex.org/keywords/the-internet","display_name":"The Internet","score":0.1187625527381897},{"id":"https://openalex.org/keywords/communication","display_name":"Communication","score":0.07743510603904724}],"concepts":[{"id":"https://openalex.org/C2779182362","wikidata":"https://www.wikidata.org/wiki/Q17126187","display_name":"Session (web analytics)","level":2,"score":0.8064299821853638},{"id":"https://openalex.org/C2777200299","wikidata":"https://www.wikidata.org/wiki/Q52943","display_name":"Conversation","level":2,"score":0.7786871194839478},{"id":"https://openalex.org/C191511416","wikidata":"https://www.wikidata.org/wiki/Q999278","display_name":"Customer satisfaction","level":2,"score":0.6828705668449402},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.6000744104385376},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.582379937171936},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.5610139966011047},{"id":"https://openalex.org/C2779530757","wikidata":"https://www.wikidata.org/wiki/Q1207505","display_name":"Quality (philosophy)","level":2,"score":0.4920448958873749},{"id":"https://openalex.org/C2776849261","wikidata":"https://www.wikidata.org/wiki/Q287198","display_name":"Online chat","level":3,"score":0.47328799962997437},{"id":"https://openalex.org/C15744967","wikidata":"https://www.wikidata.org/wiki/Q9418","display_name":"Psychology","level":0,"score":0.36871466040611267},{"id":"https://openalex.org/C136764020","wikidata":"https://www.wikidata.org/wiki/Q466","display_name":"World Wide Web","level":1,"score":0.32004547119140625},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.23584818840026855},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.20011720061302185},{"id":"https://openalex.org/C110875604","wikidata":"https://www.wikidata.org/wiki/Q75","display_name":"The Internet","level":2,"score":0.1187625527381897},{"id":"https://openalex.org/C46312422","wikidata":"https://www.wikidata.org/wiki/Q11024","display_name":"Communication","level":1,"score":0.07743510603904724},{"id":"https://openalex.org/C111472728","wikidata":"https://www.wikidata.org/wiki/Q9471","display_name":"Epistemology","level":1,"score":0.0},{"id":"https://openalex.org/C138885662","wikidata":"https://www.wikidata.org/wiki/Q5891","display_name":"Philosophy","level":0,"score":0.0}],"mesh":[],"locations_count":4,"locations":[{"id":"doi:10.1145/2806416.2806621","is_oa":false,"landing_page_url":"https://doi.org/10.1145/2806416.2806621","pdf_url":null,"source":null,"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Proceedings of the 24th ACM International on Conference on Information and Knowledge Management","raw_type":"proceedings-article"},{"id":"pmh:oai:arXiv.org:1510.01801","is_oa":true,"landing_page_url":"http://arxiv.org/abs/1510.01801","pdf_url":"https://arxiv.org/pdf/1510.01801","source":{"id":"https://openalex.org/S4306400194","display_name":"arXiv (Cornell University)","issn_l":null,"issn":null,"is_oa":true,"is_in_doaj":false,"is_core":false,"host_organization":"https://openalex.org/I205783295","host_organization_name":"Cornell University","host_organization_lineage":["https://openalex.org/I205783295"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"","raw_type":null},{"id":"mag:1974416736","is_oa":true,"landing_page_url":"https://arxiv.org/pdf/1510.01801.pdf","pdf_url":null,"source":{"id":"https://openalex.org/S4306400194","display_name":"arXiv (Cornell University)","issn_l":null,"issn":null,"is_oa":true,"is_in_doaj":false,"is_core":false,"host_organization":"https://openalex.org/I205783295","host_organization_name":"Cornell University","host_organization_lineage":["https://openalex.org/I205783295"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"arXiv (Cornell University)","raw_type":null},{"id":"doi:10.48550/arxiv.1510.01801","is_oa":true,"landing_page_url":"https://doi.org/10.48550/arxiv.1510.01801","pdf_url":null,"source":{"id":"https://openalex.org/S4306400194","display_name":"arXiv (Cornell University)","issn_l":null,"issn":null,"is_oa":true,"is_in_doaj":false,"is_core":false,"host_organization":"https://openalex.org/I205783295","host_organization_name":"Cornell University","host_organization_lineage":["https://openalex.org/I205783295"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":null,"is_accepted":false,"is_published":null,"raw_source_name":null,"raw_type":"article"}],"best_oa_location":{"id":"pmh:oai:arXiv.org:1510.01801","is_oa":true,"landing_page_url":"http://arxiv.org/abs/1510.01801","pdf_url":"https://arxiv.org/pdf/1510.01801","source":{"id":"https://openalex.org/S4306400194","display_name":"arXiv (Cornell University)","issn_l":null,"issn":null,"is_oa":true,"is_in_doaj":false,"is_core":false,"host_organization":"https://openalex.org/I205783295","host_organization_name":"Cornell University","host_organization_lineage":["https://openalex.org/I205783295"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"","raw_type":null},"sustainable_development_goals":[],"awards":[],"funders":[],"has_content":{"grobid_xml":true,"pdf":true},"content_urls":{"pdf":"https://content.openalex.org/works/W1974416736.pdf","grobid_xml":"https://content.openalex.org/works/W1974416736.grobid-xml"},"referenced_works_count":7,"referenced_works":["https://openalex.org/W1558012481","https://openalex.org/W1964076221","https://openalex.org/W1977984219","https://openalex.org/W2024126006","https://openalex.org/W2042843288","https://openalex.org/W2099813784","https://openalex.org/W2161560928"],"related_works":["https://openalex.org/W2963594929","https://openalex.org/W2792396654","https://openalex.org/W2742840052","https://openalex.org/W2466953548","https://openalex.org/W2978903636","https://openalex.org/W1555972536","https://openalex.org/W1963639406","https://openalex.org/W2015654954","https://openalex.org/W2955258152","https://openalex.org/W2969115473","https://openalex.org/W2403258275","https://openalex.org/W3183844496","https://openalex.org/W2382157258","https://openalex.org/W975995802","https://openalex.org/W178611473","https://openalex.org/W3128754531","https://openalex.org/W1588008879","https://openalex.org/W2810316458","https://openalex.org/W1592816800","https://openalex.org/W2585191576"],"abstract_inverted_index":{"This":[0],"study":[1],"investigates":[2],"factors":[3],"that":[4,30,38,62],"may":[5],"determine":[6],"satisfaction":[7,83],"in":[8,43,78],"customer":[9,85,100],"service":[10,86,97],"operations.":[11],"We":[12],"utilized":[13],"more":[14],"than":[15],"170,000":[16],"online":[17,44],"chat":[18,28],"sessions":[19,29],"between":[20],"customers":[21],"and":[22,67,92],"agents":[23],"to":[24,88],"identify":[25,89],"characteristics":[26],"of":[27,51,65,96],"incurred":[31],"dissatisfying":[32],"experience.":[33,101],"Quantitative":[34],"data":[35,59],"analysis":[36],"suggests":[37],"sentiments":[39],"or":[40],"moods":[41],"conveyed":[42],"conversation":[45],"are":[46],"the":[47,94],"most":[48],"predictive":[49],"factor":[50],"perceived":[52],"satisfaction.":[53,76],"Conversely,":[54],"other":[55],"session":[56],"related":[57],"meta":[58],"(such":[60],"as":[61],"length,":[63],"time":[64],"day,":[66],"response":[68],"time)":[69],"has":[70],"a":[71],"weaker":[72],"correlation":[73],"with":[74],"user":[75],"Knowing":[77],"advance":[79],"what":[80],"can":[81],"predict":[82],"allows":[84],"staffs":[87],"potential":[90],"weaknesses":[91],"improve":[93],"quality":[95],"for":[98],"better":[99]},"counts_by_year":[{"year":2019,"cited_by_count":1},{"year":2018,"cited_by_count":2}],"updated_date":"2026-03-10T16:38:18.471706","created_date":"2025-10-10T00:00:00"}
