MULTI-LABEL CLASSIFICATION OF CUSTOMER COMPLAINTS USING FINE TUNING INDOBERT AND HANDLING IMBALANCED DATA
To enhance customer satisfaction and engagement, companies generally provide services such as Call Centers, Super Apps, and Social Media platforms (Twitter, Instagram, and Facebook) to handle customer complaints. However, the classification of complaints is often done manually by operators into Issu...
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| Main Author: | |
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| Format: | Theses |
| Language: | Indonesia |
| Online Access: | https://digilib.itb.ac.id/gdl/view/87153 |
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| Institution: | Institut Teknologi Bandung |
| Language: | Indonesia |