Increasingly, customers are looking for companies to provide professional, quality support service after the purchase of their products and utilities. Communications between the client and company need to be quick and easy, providing a good experience for both parties involved. The growth in the area of user-generated digital contents has led to increased interest and research in sentiment analysis. This concept could be developed as a tool for managing and improving customer experience.
This project aims at developing a sentiment analysis tool which can help in improving customer services, customer relationship management, and recommendation systems through positive and negative customer feedback. Such systems will be used to implement the task-specific ticket forwarding system, with a goal to improve the customer service workflow of the company.
The research component involves the review of existing methods, techniques, and tools for detecting and extracting subjective information, and the development of an application with innovative features to improve company’s workflow.
A software application to improve company's workflow.
Lab allocations have not been finalised