{"id":"https://openalex.org/W3187717432","doi":"https://doi.org/10.3233/jifs-219207","title":"A neural networks approach to predict call center calls of an internet service provider1","display_name":"A neural networks approach to predict call center calls of an internet service provider1","publication_year":2021,"publication_date":"2021-07-13","ids":{"openalex":"https://openalex.org/W3187717432","doi":"https://doi.org/10.3233/jifs-219207","mag":"3187717432"},"language":"en","primary_location":{"id":"doi:10.3233/jifs-219207","is_oa":false,"landing_page_url":"https://doi.org/10.3233/jifs-219207","pdf_url":null,"source":{"id":"https://openalex.org/S179157397","display_name":"Journal of Intelligent & Fuzzy Systems","issn_l":"1064-1246","issn":["1064-1246","1875-8967"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310318577","host_organization_name":"IOS Press","host_organization_lineage":["https://openalex.org/P4310318577"],"host_organization_lineage_names":["IOS Press"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Intelligent & Fuzzy Systems","raw_type":"journal-article"},"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5038410888","display_name":"\u00d6zge H. Naml\u0131","orcid":"https://orcid.org/0000-0001-7461-1304"},"institutions":[{"id":"https://openalex.org/I4210101260","display_name":"T\u00fcrkisch-Deutsche Universit\u00e4t","ror":"https://ror.org/017bbc354","country_code":"TR","type":"education","lineage":["https://openalex.org/I4210101260"]},{"id":"https://openalex.org/I48912391","display_name":"Istanbul Technical University","ror":"https://ror.org/059636586","country_code":"TR","type":"education","lineage":["https://openalex.org/I48912391"]}],"countries":["TR"],"is_corresponding":false,"raw_author_name":"\u00d6zge H. Naml\u0131","raw_affiliation_strings":["Department of Industrial Engineering, Faculty of Engineering, Turkish-German University, Beykoz, Istanbul, Turkey","Department of Industrial Engineering, Faculty of Management, Istanbul Technical University, Macka, Istanbul, Turkey"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Department of Industrial Engineering, Faculty of Engineering, Turkish-German University, Beykoz, Istanbul, Turkey","institution_ids":["https://openalex.org/I4210101260"]},{"raw_affiliation_string":"Department of Industrial Engineering, Faculty of Management, Istanbul Technical University, Macka, Istanbul, Turkey","institution_ids":["https://openalex.org/I48912391"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5010602175","display_name":"Seda Yan\u0131k","orcid":"https://orcid.org/0000-0001-6260-7981"},"institutions":[{"id":"https://openalex.org/I48912391","display_name":"Istanbul Technical University","ror":"https://ror.org/059636586","country_code":"TR","type":"education","lineage":["https://openalex.org/I48912391"]}],"countries":["TR"],"is_corresponding":true,"raw_author_name":"Seda Yan\u0131k","raw_affiliation_strings":["Department of Industrial Engineering, Faculty of Management, Istanbul Technical University, Macka, Istanbul, Turkey"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Department of Industrial Engineering, Faculty of Management, Istanbul Technical University, Macka, Istanbul, Turkey","institution_ids":["https://openalex.org/I48912391"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5080525734","display_name":"Faranak Nouri","orcid":null},"institutions":[{"id":"https://openalex.org/I48912391","display_name":"Istanbul Technical University","ror":"https://ror.org/059636586","country_code":"TR","type":"education","lineage":["https://openalex.org/I48912391"]}],"countries":["TR"],"is_corresponding":false,"raw_author_name":"Faranak Nouri","raw_affiliation_strings":["Department of Industrial Engineering, Faculty of Management, Istanbul Technical University, Macka, Istanbul, Turkey"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Department of Industrial Engineering, Faculty of Management, Istanbul Technical University, Macka, Istanbul, Turkey","institution_ids":["https://openalex.org/I48912391"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5060749606","display_name":"Neslihan Serap \u015eeng\u00f6r","orcid":"https://orcid.org/0000-0001-6278-2392"},"institutions":[{"id":"https://openalex.org/I48912391","display_name":"Istanbul Technical University","ror":"https://ror.org/059636586","country_code":"TR","type":"education","lineage":["https://openalex.org/I48912391"]}],"countries":["TR"],"is_corresponding":false,"raw_author_name":"N. Serap \u015eeng\u00f6r","raw_affiliation_strings":["Department of Industrial Engineering, Faculty of Management, Istanbul Technical University, Macka, Istanbul, Turkey"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Department of Industrial Engineering, Faculty of Management, Istanbul Technical University, Macka, Istanbul, Turkey","institution_ids":["https://openalex.org/I48912391"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5026938973","display_name":"Yusuf Mertkan Koyuncu","orcid":null},"institutions":[{"id":"https://openalex.org/I4210154164","display_name":"Turkcell (Turkey)","ror":"https://ror.org/051vt5y84","country_code":"TR","type":"company","lineage":["https://openalex.org/I4210154164"]}],"countries":["TR"],"is_corresponding":false,"raw_author_name":"Yusuf Mertkan Koyuncu","raw_affiliation_strings":["Turkcell \u0130leti\u015fim Hizmetleri A\u015e, Maltepe, Istanbul, Turkey"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Turkcell \u0130leti\u015fim Hizmetleri A\u015e, Maltepe, Istanbul, Turkey","institution_ids":["https://openalex.org/I4210154164"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5081448793","display_name":"\u00d6mer Berk U\u00e7ar","orcid":null},"institutions":[{"id":"https://openalex.org/I4210154164","display_name":"Turkcell (Turkey)","ror":"https://ror.org/051vt5y84","country_code":"TR","type":"company","lineage":["https://openalex.org/I4210154164"]}],"countries":["TR"],"is_corresponding":false,"raw_author_name":"\u00d6mer Berk U\u00e7ar","raw_affiliation_strings":["Turkcell \u0130leti\u015fim Hizmetleri A\u015e, Maltepe, Istanbul, Turkey"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Turkcell \u0130leti\u015fim Hizmetleri A\u015e, Maltepe, Istanbul, Turkey","institution_ids":["https://openalex.org/I4210154164"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":6,"corresponding_author_ids":["https://openalex.org/A5010602175"],"corresponding_institution_ids":["https://openalex.org/I48912391"],"apc_list":null,"apc_paid":null,"fwci":0.0,"has_fulltext":false,"cited_by_count":1,"citation_normalized_percentile":{"value":0.15013983,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":96,"max":98},"biblio":{"volume":"42","issue":"1","first_page":"503","last_page":"515"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T12384","display_name":"Customer churn and segmentation","score":0.9941999912261963,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T12384","display_name":"Customer churn and segmentation","score":0.9941999912261963,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"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/T10320","display_name":"Neural Networks and Applications","score":0.9835000038146973,"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/T10057","display_name":"Face and Expression Recognition","score":0.974399983882904,"subfield":{"id":"https://openalex.org/subfields/1707","display_name":"Computer Vision and Pattern Recognition"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.82762211561203},{"id":"https://openalex.org/keywords/artificial-neural-network","display_name":"Artificial neural network","score":0.6810948848724365},{"id":"https://openalex.org/keywords/cluster-analysis","display_name":"Cluster analysis","score":0.6028920412063599},{"id":"https://openalex.org/keywords/machine-learning","display_name":"Machine learning","score":0.6023989915847778},{"id":"https://openalex.org/keywords/workload","display_name":"Workload","score":0.5787885785102844},{"id":"https://openalex.org/keywords/artificial-intelligence","display_name":"Artificial intelligence","score":0.5668792724609375},{"id":"https://openalex.org/keywords/data-mining","display_name":"Data mining","score":0.5277923941612244},{"id":"https://openalex.org/keywords/multilayer-perceptron","display_name":"Multilayer perceptron","score":0.5090174674987793},{"id":"https://openalex.org/keywords/the-internet","display_name":"The Internet","score":0.4984004497528076},{"id":"https://openalex.org/keywords/service","display_name":"Service (business)","score":0.4678032696247101},{"id":"https://openalex.org/keywords/world-wide-web","display_name":"World Wide Web","score":0.09060823917388916}],"concepts":[{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.82762211561203},{"id":"https://openalex.org/C50644808","wikidata":"https://www.wikidata.org/wiki/Q192776","display_name":"Artificial neural network","level":2,"score":0.6810948848724365},{"id":"https://openalex.org/C73555534","wikidata":"https://www.wikidata.org/wiki/Q622825","display_name":"Cluster analysis","level":2,"score":0.6028920412063599},{"id":"https://openalex.org/C119857082","wikidata":"https://www.wikidata.org/wiki/Q2539","display_name":"Machine learning","level":1,"score":0.6023989915847778},{"id":"https://openalex.org/C2778476105","wikidata":"https://www.wikidata.org/wiki/Q628539","display_name":"Workload","level":2,"score":0.5787885785102844},{"id":"https://openalex.org/C154945302","wikidata":"https://www.wikidata.org/wiki/Q11660","display_name":"Artificial intelligence","level":1,"score":0.5668792724609375},{"id":"https://openalex.org/C124101348","wikidata":"https://www.wikidata.org/wiki/Q172491","display_name":"Data mining","level":1,"score":0.5277923941612244},{"id":"https://openalex.org/C179717631","wikidata":"https://www.wikidata.org/wiki/Q2991667","display_name":"Multilayer perceptron","level":3,"score":0.5090174674987793},{"id":"https://openalex.org/C110875604","wikidata":"https://www.wikidata.org/wiki/Q75","display_name":"The Internet","level":2,"score":0.4984004497528076},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.4678032696247101},{"id":"https://openalex.org/C136764020","wikidata":"https://www.wikidata.org/wiki/Q466","display_name":"World Wide Web","level":1,"score":0.09060823917388916},{"id":"https://openalex.org/C136264566","wikidata":"https://www.wikidata.org/wiki/Q159810","display_name":"Economy","level":1,"score":0.0},{"id":"https://openalex.org/C111919701","wikidata":"https://www.wikidata.org/wiki/Q9135","display_name":"Operating system","level":1,"score":0.0},{"id":"https://openalex.org/C162324750","wikidata":"https://www.wikidata.org/wiki/Q8134","display_name":"Economics","level":0,"score":0.0}],"mesh":[],"locations_count":2,"locations":[{"id":"doi:10.3233/jifs-219207","is_oa":false,"landing_page_url":"https://doi.org/10.3233/jifs-219207","pdf_url":null,"source":{"id":"https://openalex.org/S179157397","display_name":"Journal of Intelligent & Fuzzy Systems","issn_l":"1064-1246","issn":["1064-1246","1875-8967"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310318577","host_organization_name":"IOS Press","host_organization_lineage":["https://openalex.org/P4310318577"],"host_organization_lineage_names":["IOS Press"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Intelligent & Fuzzy Systems","raw_type":"journal-article"},{"id":"pmh:oai:polen.itu.edu.tr:11527/59757","is_oa":false,"landing_page_url":"https://hdl.handle.net/11527/59757","pdf_url":null,"source":{"id":"https://openalex.org/S4306400460","display_name":"Istanbul Technical University Academic Open Archive (Istanbul Technical University)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":"https://openalex.org/I48912391","host_organization_name":"Istanbul Technical University","host_organization_lineage":["https://openalex.org/I48912391"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":"Article"}],"best_oa_location":null,"sustainable_development_goals":[{"display_name":"Industry, innovation and infrastructure","id":"https://metadata.un.org/sdg/9","score":0.6000000238418579}],"awards":[],"funders":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":18,"referenced_works":["https://openalex.org/W252542266","https://openalex.org/W1920147670","https://openalex.org/W1990517717","https://openalex.org/W2004902747","https://openalex.org/W2040414337","https://openalex.org/W2198206085","https://openalex.org/W2284793388","https://openalex.org/W2351381307","https://openalex.org/W2523051295","https://openalex.org/W2551205347","https://openalex.org/W2556076181","https://openalex.org/W2560738241","https://openalex.org/W2727698908","https://openalex.org/W2964152782","https://openalex.org/W2980381590","https://openalex.org/W3015720728","https://openalex.org/W3037409827","https://openalex.org/W6687736085"],"related_works":["https://openalex.org/W986318368","https://openalex.org/W2000785801","https://openalex.org/W2384410913","https://openalex.org/W2352878646","https://openalex.org/W2990194547","https://openalex.org/W2004734601","https://openalex.org/W3158157485","https://openalex.org/W2243550366","https://openalex.org/W3000407446","https://openalex.org/W2103550798"],"abstract_inverted_index":{"In":[0,20],"today\u2019s":[1],"competitive":[2],"business":[3],"environment,":[4],"companies":[5],"are":[6,51,55,85,95,136,145,188],"striving":[7],"to":[8,34,41,44,71,100,161],"reduce":[9],"costs":[10],"and":[11,29,53,90,121,133,168,182,185,197],"workload":[12],"of":[13,76,106,170,176],"call":[14,43,46],"centers":[15],"while":[16],"improving":[17],"customer":[18,36,140],"satisfaction.":[19],"this":[21],"study,":[22],"a":[23,42,58],"framework":[24],"is":[25,61,108,131,155],"presented":[26],"that":[27],"predicts":[28],"encourages":[30],"taking":[31],"proactive":[32],"actions":[33],"solve":[35],"problems":[37,75],"before":[38],"they":[39],"lead":[40],"the":[45,77,103,127,134,139,165,171,174,177],"center.":[47],"Machine":[48],"learning":[49],"techniques":[50,83,99],"implemented":[52,156],"models":[54],"trained":[56],"with":[57,148,157,184,190],"dataset":[59],"which":[60,84],"collected":[62],"from":[63],"an":[64,149],"internet":[65,73,104],"service":[66],"provider\u2019s":[67],"systems":[68],"in":[69,159],"order":[70,160],"detect":[72],"connection":[74,105],"customers":[78,107],"proactively.":[79],"Firstly,":[80],"two":[81],"classification":[82,181],"multi":[86],"perceptron":[87],"neural":[88,93,119,125],"networks":[89,94,120],"radial":[91],"basis":[92],"applied":[96,179],"as":[97,194],"supervised":[98],"classify":[101],"whether":[102],"problematic":[109],"or":[110],"not.":[111],"Then,":[112],"by":[113],"using":[114],"unsupervised":[115],"techniques,":[116],"namely":[117],"Kohonnen\u2019s":[118],"Adaptive":[122],"Resonance":[123],"Theory":[124],"networks,":[126],"same":[128],"data":[129],"set":[130],"clustered":[132],"clusters":[135],"used":[137],"for":[138,180],"problem":[141],"prediction.":[142],"The":[143],"methods":[144,178],"then":[146],"integrated":[147],"ensemble":[150],"technique":[151],"bagging.":[152],"Each":[153],"method":[154],"bagging":[158,187],"obtain":[162],"improvement":[163],"on":[164],"estimation":[166],"error":[167],"variation":[169],"accuracy.":[172],"Finally,":[173],"results":[175],"clustering":[183],"without":[186],"evaluated":[189],"performance":[191],"measures":[192],"such":[193],"recall,":[195],"accuracy":[196],"Davies-Bouldin":[198],"index,":[199],"respectively.":[200]},"counts_by_year":[{"year":2026,"cited_by_count":1}],"updated_date":"2026-04-28T14:05:53.105641","created_date":"2025-10-10T00:00:00"}