TY - BOOK ED - Kinzel, Till ED - Mildorf, Jarmila ID - 9198 SN - 978-3-8253-5989-8 TI - Imaginary Dialogues in English: Explorations of a Literary Form VL - 46 ER - TY - BOOK ED - Ehland, Christoph ED - Berensmeyer, Ingo ED - Grabes, Herbert ID - 36103 SN - 9783823341833 TI - Mobility in Literature and Culture, 1500-1900 VL - Volume 28 ER - TY - CONF AU - Geierhos, Michaela AU - Lee, Yeong Su AU - Schuster, Jörg AU - Kobothanassi, Despina AU - Bargel, Matthias ED - De Bra, Paul ED - Grønbæk, Kaj ID - 1119 T2 - Proceedings of the 22nd ACM Conference on Hypertext and Hypermedia TI - A Social Media Customer Service ER - TY - CONF AB - SCM is a simple, modular and flexible system for web monitoring and customer interaction management. In our view, its main advantages are the following: It is completely web based. It combines all technologies, data, software agents and human agents involved in the monitoring and customer interaction process. It can be used for messages written in any natural language. Although the prototype of SCM is designed for classifying and processing messages about mobile-phone related problems in social networks, SCM can easily be adapted to other text types such as discussion board posts, blogs or emails. Unlike comparable systems, SCM uses linguistic technologies to classify messages and recognize paraphrases of product names. For two reasons, product name paraphrasing plays a major role in SCM: First, product names typically have many, sometimes hundreds or thousands of intralingual paraphrases. Secondly, product names have interlingual paraphrases: The same products are often called or spelt differently in different countries and/or languages. By mapping product name variants to an international canonical form, SCM allows for answering questions like Which statements are made about this mobile phone in which languages/in which social networks/in which countries/...? The SCM product name paraphrasing engine is designed in such a way that standard variants are assigned automatically, regular variants are assigned semiautomatically and idiosyncratic variants can be added manually. With this and similar features we try to realize our philosophy of simplicity, modularity and flexibility: Whatever can be done automatically is done automatically. But manual intervention is always possible and easy and it does not conflict in any way with the automatic functions of SCM. AU - Schuster, Jörg AU - Lee, Yeong Su AU - Kobothanassi, Despina AU - Bargel, Matthias AU - Geierhos, Michaela ID - 1120 KW - Social Media Business Integration KW - Contact Center Application Support KW - Monitoring Social Conversations KW - Social Customer Interaction Management KW - Monitoring KW - Software Agents SN - 978-1-61284-148-9 T2 - International Conference on Information Society (i-Society 2011) TI - SCM - A Simple, Modular and Flexible Customer Interaction Management System ER - TY - CHAP AB - This paper presents a novel linguistic information extraction approach exploiting analysts’ stock ratings for statistical decision making. Over a period of one year, we gathered German stock analyst reports in order to determine market trends. Our goal is to provide business statistics over time to illustrate market trends for a user-selected company. We therefore recognize named entities within the very short stock analyst reports such as organization names (e.g. BASF, BMW, Ericsson), analyst houses (e.g. Gartner, Citigroup, Goldman Sachs), ratings (e.g. buy, sell, hold, underperform, recommended list) and price estimations by using lexicalized finite-state graphs, so-called local grammars. Then, company names and their acronyms respectively have to be cross-checked against data the analysts provide. Finally, all extracted values are compared and presented into charts with different views depending on the evaluation criteria (e.g. by time line). Thanks to this approach it will be easier and even more comfortable in the future to pay attention to analysts’ buy/sell signals without reading all their reports. AU - Lee, Yeong Su AU - Geierhos, Michaela ED - Beigl, Michael ED - Christiansen, Henning ED - Roth-Berghofer, Thomas R. ED - Kofod-Petersen, Anders ED - Coventry, Kenny R. ED - Schmidtke, Hedda R. ID - 1121 SN - 9783642242786 T2 - Modeling and Using Context: 7th International and Interdisciplinary Conference, CONTEXT 2011, Karlsruhe, Germany, September 26-30, 2011, Proceedings TI - Buy, Sell, or Hold? Information Extraction from Stock Analyst Reports VL - 6967 ER - TY - CONF AB - Within this paper, we will describe a new approach to customer interaction management by integrating social networking channels into existing business processes. Until now, contact center agents still read these messages and forward them to the persons in charge of customer’s in the company. But with the introduction of Web 2.0 and social networking clients are more likely to communicate with the companies via Facebook and Twitter instead of filling data in contact forms or sending e-mail requests. In order to maintain an active communication with international clients via social media, the multilingual consumer contacts have to be categorized and then automatically assigned to the corresponding business processes (e.g. technicalservice, shipping, marketing, and accounting). This allows the company to follow general trends in customer opinions on the Internet, but also record two-sided communication for customer relationship management. AU - Geierhos, Michaela AU - Lee, Yeong Su AU - Bargel, Matthias ED - Hedeland, Hanna ED - Schmidt, Thomas ED - Wörner, Kai ID - 1122 KW - Classification of Multilingual Customer Contacts KW - Contact Center Application Support KW - Social Media Business Integration SN - 0176-599X T2 - Multilingual Resources, Multilingual Applications: Proceedings of the Conference of the German Society for Computational Linguistics and Language Technology (GSCL) 2011 TI - Processing Multilingual Customer Contacts via Social Media VL - 96 ER - TY - CONF AB - Within this paper, we describe the special requirements of a semantic annotation scheme used for biographical event extraction in the framework of the Europeancollaborative research project Biographe. This annotationscheme supports interlingual search for people due to its multilingual support covering four languages such as English, German, French and Dutch. AU - Geierhos, Michaela AU - Bouraoui, Jean-Leon AU - Watrin, Patrick ED - Hedeland, Hanna ED - Schmidt, Thomas ED - Wörner, Kai ID - 1123 KW - Biographical Event Extraction for Interlingual People Search KW - Semantic Annotation Scheme SN - 0176-599X T2 - Multilingual Resources, Multilingual Applications. Proceedings of the Conference of the German Society for Computational Linguistics and Language Technology (GSCL) 2011 TI - Towards Multilingual Biographical Event Extraction VL - 96 ER - TY - JOUR AB - Since customers first share their problems with a social networking community before directly addressing a company, social networking sites such as Facebook, Twitter, MySpace or Foursquare will be the interface between customer and company. For this reason, it is assumed that social networks will evolve into a common communication channel – not only between individuals but also between customers and companies. However, social networking has not yet been integrated into customer interaction management (CIM) tools. In general, a CIM application is used by the agents in a contact centre while communicating with the customers. Such systems handle communication across multiple different channels, such as e-mail, telephone, Instant Messaging, letter etc. What we do now is to integrate social networking into CIM applications by adding another communication channel. This allows the company to follow general trends in customer opinions on the Internet, but also record two-sided communication for customer service management and the company’s response will be delivered through the customer’s preferred social networking site. AU - Geierhos, Michaela ID - 1125 IS - 4 JF - Journal of Advances in Information Technology KW - Social Media Business Integration KW - Multichannel Customer Interaction Management KW - Contact Centre Application Support SN - 17982340 TI - Customer Interaction 2.0: Adopting Social Media as Customer Service Channel VL - 2 ER - TY - BOOK AU - Mindt, Ilka ID - 17692 TI - Adjective complementation by that-clauses: An empirical study ER - TY - JOUR AU - Mindt, Ilka AU - Lindquist, Hans ID - 17891 JF - ICAME Journal 35 TI - Corpus Linguistics and the Description of English ER -