Mining and Exploring Unstructured Customer Feedback Data Using Language Models and Treemap Visualizations

Ziegler, Cai-Nicolas; Skubacz, Michal; Viermetz, Maximilian

doi:10.1109/wiiat.2008.69

Cited by 16 publications

(10 citation statements)

References 9 publications

(12 reference statements)

Supporting

Mentioning

Contrasting

Order By: Relevance

“…For example, the journal "Expert Systems with Applications" published Hanafizadeh and Mirzazadeh's "Visualizing market segmentation using self-organizing maps and Fuzzy Delphi method-ADSL market of a telecommunication company" [65], where advanced visual methods are used with emphasis placed on the contribution of the visualisation within a business context. A further example of an in-scope paper comes from the proceedings of the "International Conference on Web Intelligence and Intelligent Agent Technology" in a paper by Ziegler et al entitled "Mining and Exploring Unstructured Customer Feedback Data Using Language Models and Treemap Visualizations" [39] where customer feedback data are structured in a specialised treemap. This falls within scope due to the focus on the customised treemap design and the novel features implemented in the software.…”

Section: In Scopementioning

confidence: 99%

Visualising Business Data: A Survey

Roberts

Laramee

2018

Information

View full text Add to dashboard Cite

A rapidly increasing number of businesses rely on visualisation solutions for their data management challenges. This demand stems from an industry-wide shift towards data-driven approaches to decision making and problem-solving. However, there is an overwhelming mass of heterogeneous data collected as a result. The analysis of these data become a critical and challenging part of the business process. Employing visual analysis increases data comprehension thus enabling a wider range of users to interpret the underlying behaviour, as opposed to skilled but expensive data analysts. Widening the reach to an audience with a broader range of backgrounds creates new opportunities for decision making, problem-solving, trend identification, and creative thinking. In this survey, we identify trends in business visualisation and visual analytic literature where visualisation is used to address data challenges and identify areas in which industries use visual design to develop their understanding of the business environment. Our novel classification of literature includes the topics of businesses intelligence, business ecosystem, customer-centric. This survey provides a valuable overview and insight into the business visualisation literature with a novel classification that highlights both mature and less developed research directions.

show abstract

Section: In Scopementioning

confidence: 99%

Visualising Business Data: A Survey

Roberts

Laramee

2018

Information

View full text Add to dashboard Cite

show abstract

“…Implicit customer feedback is usually determined based on customers' consumption behavior (e.g., passengers' riding habits, consumption habits, etc.) [11][12][13].…”

Section: Customer Complaint Servicesmentioning

confidence: 99%

Optimizing Bus Passenger Complaint Service through Big Data Analysis: Systematized Analysis for Improved Public Sector Management

Liu

Yen

2016

Preprint

View full text Add to dashboard Cite

With the advances in industry and commerce, passengers have become more accepting of environmental sustainability issues; thus, more people now choose to travel by bus. Government administration constitutes an important part of bus transportation services as the government gives the right-of-way to transportation companies allowing them to provide services. When these services are of poor quality, passengers may lodge complaints. The increase in consumer awareness and developments in wireless communication technologies have made it possible for passengers to easily and immediately submit complaints about transportation companies to government institutions, which has brought drastic changes to the supply-demand chain comprised of the public sector, transportation companies, and passengers. This study proposed the use of big data analysis technology including systematized case assignment and data visualization to improve management processes in the public sector and optimize customer complaint services. Taichung City, Taiwan was selected as the research area. There, the customer complaint management process in public sector was improved, effectively solving such issues as station-skipping, allowing the public sector to fully grasp the service level of transportation companies, improving the sustainability of bus operations, and supporting the sustainable development of the public sector-transportation company-passenger supply chain.

show abstract

“…There are companies that are also developing AaaS-based infrastructures such as EMC (http://www.emc.com/collateral/white-papers/h11259-emcaccelerates-journey-big-data-ba-wp.pdf) and SAS (http://www.sas.com/offices/europe/uk/resources/brochure/a aas_research_brief.pdf). Ziegler et al (2008) explored the area of unstructured data mining by focusing on textual customer feedback. Liu and Peng (2013) argue that unstructured data mining can be achieved through digital feature extraction.…”

Section: Aaas and Unstructured Data Miningmentioning

confidence: 99%

Terms analytics service for CouchDB: a document-based NoSQL

Lomotey

Deters

2015

IJBDI

View full text Add to dashboard Cite

The reality that the scientific, industry and research communities have to deal with is the potential of 'Big Data'. The high-dimensional data (in digitised format) at our disposal can create opportunities such as discovery of new knowledge, creation of new online communities, and improvement on product and services delivery. The challenge however is that there are only few research, architectural designs and tools that can aid data mining processes from NoSQL databases. By focusing on terms and topic mining, this work proposes a data analytics framework that enables knowledge discovery through information retrieval and filtering from document-based NoSQL (specifically, CouchDB). The tool is algorithmically built and tested based on two methodologies namely: the inference-based apriori and the Baum-Welch algorithm. Preliminary test results of the proposed tool are also discussed based on the accuracy of each proposed algorithm where the inference-based apriori model performs better.

show abstract

Mining and Exploring Unstructured Customer Feedback Data Using Language Models and Treemap Visualizations

Cited by 16 publications

References 9 publications

Visualising Business Data: A Survey

Visualising Business Data: A Survey

Optimizing Bus Passenger Complaint Service through Big Data Analysis: Systematized Analysis for Improved Public Sector Management

Terms analytics service for CouchDB: a document-based NoSQL

Contact Info

Product

Resources

About