Text mining of CRM data using decision tree induction and support vector machines.

• Main Author: Cheung, Chee Wai.
• Other Authors: Khoo Soo Guan, Christopher
• Format: Theses and Dissertations
• Language: English
• Published: 2010
• Subjects: DRNTU::Engineering::Computer science and engineering::Information systems::Information storage and retrieval
• Online Access: http://hdl.handle.net/10356/42237
• Institution: Nanyang Technological University

In today's business environment, the organization's call centre has become an important reservoir of customer intelligence. This intelligence can be tapped upon to develop better products and service approach to enhance customer satisfaction and improve the organization's bottom-line...