---
_id: '1122'
abstract:
- lang: eng
  text: 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.
author:
- first_name: Michaela
  full_name: Geierhos, Michaela
  id: '42496'
  last_name: Geierhos
  orcid: 0000-0002-8180-5606
- first_name: Yeong Su
  full_name: Lee, Yeong Su
  last_name: Lee
- first_name: Matthias
  full_name: Bargel, Matthias
  last_name: Bargel
citation:
  ama: 'Geierhos M, Lee YS, Bargel M. Processing Multilingual Customer Contacts via
    Social Media. In: Hedeland H, Schmidt T, Wörner K, eds. <i>Multilingual Resources,
    Multilingual Applications: Proceedings of the Conference of the German Society
    for Computational Linguistics and Language Technology (GSCL) 2011</i>. Vol 96.
    Arbeiten zur Mehrsprachigkeit - Folge B. Hamburg, Germany: University of Hamburg;
    2011:219-222.'
  apa: 'Geierhos, M., Lee, Y. S., &#38; Bargel, M. (2011). Processing Multilingual
    Customer Contacts via Social Media. In H. Hedeland, T. Schmidt, &#38; K. Wörner
    (Eds.), <i>Multilingual Resources, Multilingual Applications: Proceedings of the
    Conference of the German Society for Computational Linguistics and Language Technology
    (GSCL) 2011</i> (Vol. 96, pp. 219–222). Hamburg, Germany: University of Hamburg.'
  bibtex: '@inproceedings{Geierhos_Lee_Bargel_2011, place={Hamburg, Germany}, series={Arbeiten
    zur Mehrsprachigkeit - Folge B}, title={Processing Multilingual Customer Contacts
    via Social Media}, volume={96}, booktitle={Multilingual Resources, Multilingual
    Applications: Proceedings of the Conference of the German Society for Computational
    Linguistics and Language Technology (GSCL) 2011}, publisher={University of Hamburg},
    author={Geierhos, Michaela and Lee, Yeong Su and Bargel, Matthias}, editor={Hedeland,
    Hanna and Schmidt, Thomas and Wörner, KaiEditors}, year={2011}, pages={219–222},
    collection={Arbeiten zur Mehrsprachigkeit - Folge B} }'
  chicago: 'Geierhos, Michaela, Yeong Su Lee, and Matthias Bargel. “Processing Multilingual
    Customer Contacts via Social Media.” In <i>Multilingual Resources, Multilingual
    Applications: Proceedings of the Conference of the German Society for Computational
    Linguistics and Language Technology (GSCL) 2011</i>, edited by Hanna Hedeland,
    Thomas Schmidt, and Kai Wörner, 96:219–22. Arbeiten Zur Mehrsprachigkeit - Folge
    B. Hamburg, Germany: University of Hamburg, 2011.'
  ieee: 'M. Geierhos, Y. S. Lee, and M. Bargel, “Processing Multilingual Customer
    Contacts via Social Media,” in <i>Multilingual Resources, Multilingual Applications:
    Proceedings of the Conference of the German Society for Computational Linguistics
    and Language Technology (GSCL) 2011</i>, Hamburg, Germany, 2011, vol. 96, pp.
    219–222.'
  mla: 'Geierhos, Michaela, et al. “Processing Multilingual Customer Contacts via
    Social Media.” <i>Multilingual Resources, Multilingual Applications: Proceedings
    of the Conference of the German Society for Computational Linguistics and Language
    Technology (GSCL) 2011</i>, edited by Hanna Hedeland et al., vol. 96, University
    of Hamburg, 2011, pp. 219–22.'
  short: 'M. Geierhos, Y.S. Lee, M. Bargel, in: H. Hedeland, T. Schmidt, K. Wörner
    (Eds.), Multilingual Resources, Multilingual Applications: Proceedings of the
    Conference of the German Society for Computational Linguistics and Language Technology
    (GSCL) 2011, University of Hamburg, Hamburg, Germany, 2011, pp. 219–222.'
conference:
  end_date: 2011-09-30
  location: Hamburg, Germany
  name: Conference of the German Society for Computational Linguistics and Language
    Technology (GSCL 2011)
  start_date: 2011-09-28
date_created: 2018-01-29T15:48:34Z
date_updated: 2022-01-06T06:50:58Z
department:
- _id: '36'
- _id: '1'
- _id: '579'
editor:
- first_name: Hanna
  full_name: Hedeland, Hanna
  last_name: Hedeland
- first_name: Thomas
  full_name: Schmidt, Thomas
  last_name: Schmidt
- first_name: Kai
  full_name: Wörner, Kai
  last_name: Wörner
extern: '1'
intvolume: '        96'
keyword:
- Classification of Multilingual Customer Contacts
- Contact Center Application Support
- Social Media Business Integration
language:
- iso: eng
main_file_link:
- open_access: '1'
  url: http://exmaralda.org/gscl2011/downloads/AZM96.pdf
oa: '1'
page: 219-222
place: Hamburg, Germany
publication: 'Multilingual Resources, Multilingual Applications: Proceedings of the
  Conference of the German Society for Computational Linguistics and Language Technology
  (GSCL) 2011'
publication_identifier:
  issn:
  - 0176-599X
publication_status: published
publisher: University of Hamburg
quality_controlled: '1'
series_title: Arbeiten zur Mehrsprachigkeit - Folge B
status: public
title: Processing Multilingual Customer Contacts via Social Media
type: conference
user_id: '42496'
volume: 96
year: '2011'
...
---
_id: '1123'
abstract:
- lang: eng
  text: "Within this paper, we describe the special requirements of a semantic annotation
    scheme used for biographical event\r\nextraction 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."
author:
- first_name: Michaela
  full_name: Geierhos, Michaela
  id: '42496'
  last_name: Geierhos
  orcid: 0000-0002-8180-5606
- first_name: Jean-Leon
  full_name: Bouraoui, Jean-Leon
  last_name: Bouraoui
- first_name: Patrick
  full_name: Watrin, Patrick
  last_name: Watrin
citation:
  ama: 'Geierhos M, Bouraoui J-L, Watrin P. Towards Multilingual Biographical Event
    Extraction. In: Hedeland H, Schmidt T, Wörner K, eds. <i>Multilingual Resources,
    Multilingual Applications. Proceedings of the Conference of the German Society
    for Computational Linguistics and Language Technology (GSCL) 2011</i>. Vol 96.
    Arbeiten zur Mehrsprachigkeit - Folge B. Hamburg, Germany: University of Hamburg;
    2011:45-50.'
  apa: 'Geierhos, M., Bouraoui, J.-L., &#38; Watrin, P. (2011). Towards Multilingual
    Biographical Event Extraction. In H. Hedeland, T. Schmidt, &#38; K. Wörner (Eds.),
    <i>Multilingual Resources, Multilingual Applications. Proceedings of the Conference
    of the German Society for Computational Linguistics and Language Technology (GSCL)
    2011</i> (Vol. 96, pp. 45–50). Hamburg, Germany: University of Hamburg.'
  bibtex: '@inproceedings{Geierhos_Bouraoui_Watrin_2011, place={Hamburg, Germany},
    series={Arbeiten zur Mehrsprachigkeit - Folge B}, title={Towards Multilingual
    Biographical Event Extraction}, volume={96}, booktitle={Multilingual Resources,
    Multilingual Applications. Proceedings of the Conference of the German Society
    for Computational Linguistics and Language Technology (GSCL) 2011}, publisher={University
    of Hamburg}, author={Geierhos, Michaela and Bouraoui, Jean-Leon and Watrin, Patrick},
    editor={Hedeland, Hanna and Schmidt, Thomas and Wörner, KaiEditors}, year={2011},
    pages={45–50}, collection={Arbeiten zur Mehrsprachigkeit - Folge B} }'
  chicago: 'Geierhos, Michaela, Jean-Leon Bouraoui, and Patrick Watrin. “Towards Multilingual
    Biographical Event Extraction.” In <i>Multilingual Resources, Multilingual Applications.
    Proceedings of the Conference of the German Society for Computational Linguistics
    and Language Technology (GSCL) 2011</i>, edited by Hanna Hedeland, Thomas Schmidt,
    and Kai Wörner, 96:45–50. Arbeiten Zur Mehrsprachigkeit - Folge B. Hamburg, Germany:
    University of Hamburg, 2011.'
  ieee: M. Geierhos, J.-L. Bouraoui, and P. Watrin, “Towards Multilingual Biographical
    Event Extraction,” in <i>Multilingual Resources, Multilingual Applications. Proceedings
    of the Conference of the German Society for Computational Linguistics and Language
    Technology (GSCL) 2011</i>, Hamburg, Germany, 2011, vol. 96, pp. 45–50.
  mla: Geierhos, Michaela, et al. “Towards Multilingual Biographical Event Extraction.”
    <i>Multilingual Resources, Multilingual Applications. Proceedings of the Conference
    of the German Society for Computational Linguistics and Language Technology (GSCL)
    2011</i>, edited by Hanna Hedeland et al., vol. 96, University of Hamburg, 2011,
    pp. 45–50.
  short: 'M. Geierhos, J.-L. Bouraoui, P. Watrin, in: H. Hedeland, T. Schmidt, K.
    Wörner (Eds.), Multilingual Resources, Multilingual Applications. Proceedings
    of the Conference of the German Society for Computational Linguistics and Language
    Technology (GSCL) 2011, University of Hamburg, Hamburg, Germany, 2011, pp. 45–50.'
conference:
  end_date: 2011-09-30
  location: Hamburg, Germany
  name: Conference of the German Society for Computational Linguistics and Language
    Technology (GSCL 2011)
  start_date: 2011-09-28
date_created: 2018-01-29T16:06:38Z
date_updated: 2022-01-06T06:50:58Z
department:
- _id: '36'
- _id: '1'
- _id: '579'
editor:
- first_name: Hanna
  full_name: Hedeland, Hanna
  last_name: Hedeland
- first_name: Thomas
  full_name: Schmidt, Thomas
  last_name: Schmidt
- first_name: Kai
  full_name: Wörner, Kai
  last_name: Wörner
extern: '1'
intvolume: '        96'
keyword:
- Biographical Event Extraction for Interlingual People Search
- Semantic Annotation Scheme
language:
- iso: eng
main_file_link:
- open_access: '1'
  url: http://exmaralda.org/gscl2011/downloads/AZM96.pdf
oa: '1'
page: 45-50
place: Hamburg, Germany
publication: Multilingual Resources, Multilingual Applications. Proceedings of the
  Conference of the German Society for Computational Linguistics and Language Technology
  (GSCL) 2011
publication_identifier:
  issn:
  - 0176-599X
publication_status: published
publisher: University of Hamburg
quality_controlled: '1'
series_title: Arbeiten zur Mehrsprachigkeit - Folge B
status: public
title: Towards Multilingual Biographical Event Extraction
type: conference
user_id: '42496'
volume: 96
year: '2011'
...
---
_id: '26368'
author:
- first_name: Michaela
  full_name: Geierhos, Michaela
  id: '42496'
  last_name: Geierhos
  orcid: 0000-0002-8180-5606
- first_name: Jean-Leon
  full_name: Bouraoui, Jean-Leon
  last_name: Bouraoui
- first_name: ' Patrick'
  full_name: Watrin,  Patrick
  last_name: Watrin
citation:
  ama: Geierhos M, Bouraoui J-L, Watrin  Patrick. Towards Multilingual Biographical
    Event Extraction. <i>Arbeiten zur Mehrsprachigkeit / Folge B</i>. 2011;96:45-50.
  apa: Geierhos, M., Bouraoui, J.-L., &#38; Watrin,  Patrick. (2011). Towards Multilingual
    Biographical Event Extraction. <i>Arbeiten Zur Mehrsprachigkeit / Folge B</i>,
    <i>96</i>, 45–50.
  bibtex: '@article{Geierhos_Bouraoui_Watrin_2011, title={Towards Multilingual Biographical
    Event Extraction}, volume={96}, journal={Arbeiten zur Mehrsprachigkeit / Folge
    B}, author={Geierhos, Michaela and Bouraoui, Jean-Leon and Watrin,  Patrick},
    year={2011}, pages={45–50} }'
  chicago: 'Geierhos, Michaela, Jean-Leon Bouraoui, and  Patrick Watrin. “Towards
    Multilingual Biographical Event Extraction.” <i>Arbeiten Zur Mehrsprachigkeit
    / Folge B</i> 96 (2011): 45–50.'
  ieee: M. Geierhos, J.-L. Bouraoui, and  Patrick Watrin, “Towards Multilingual Biographical
    Event Extraction,” <i>Arbeiten zur Mehrsprachigkeit / Folge B</i>, vol. 96, pp.
    45–50, 2011.
  mla: Geierhos, Michaela, et al. “Towards Multilingual Biographical Event Extraction.”
    <i>Arbeiten Zur Mehrsprachigkeit / Folge B</i>, vol. 96, 2011, pp. 45–50.
  short: M. Geierhos, J.-L. Bouraoui,  Patrick Watrin, Arbeiten Zur Mehrsprachigkeit
    / Folge B 96 (2011) 45–50.
date_created: 2021-10-16T12:37:49Z
date_updated: 2022-01-25T18:17:39Z
department:
- _id: '671'
intvolume: '        96'
language:
- iso: eng
page: 45-50
publication: Arbeiten zur Mehrsprachigkeit / Folge B
publication_identifier:
  issn:
  - 0176-599X
publication_status: published
status: public
title: Towards Multilingual Biographical Event Extraction
type: journal_article
user_id: '71124'
volume: 96
year: '2011'
...
---
_id: '26367'
author:
- first_name: Michaela
  full_name: Geierhos, Michaela
  id: '42496'
  last_name: Geierhos
  orcid: 0000-0002-8180-5606
- first_name: Yeong Su
  full_name: Lee, Yeong Su
  last_name: Lee
- first_name: Matthias
  full_name: Bargel, Matthias
  last_name: Bargel
citation:
  ama: Geierhos M, Lee YS, Bargel M. Processing Multilingual Customer Contacts via
    Social Media. <i>Arbeiten zur Mehrsprachigkeit / Folge B</i>. 2011;96:219-222.
  apa: Geierhos, M., Lee, Y. S., &#38; Bargel, M. (2011). Processing Multilingual
    Customer Contacts via Social Media. <i>Arbeiten Zur Mehrsprachigkeit / Folge B</i>,
    <i>96</i>, 219–222.
  bibtex: '@article{Geierhos_Lee_Bargel_2011, title={Processing Multilingual Customer
    Contacts via Social Media}, volume={96}, journal={Arbeiten zur Mehrsprachigkeit
    / Folge B}, author={Geierhos, Michaela and Lee, Yeong Su and Bargel, Matthias},
    year={2011}, pages={219–222} }'
  chicago: 'Geierhos, Michaela, Yeong Su Lee, and Matthias Bargel. “Processing Multilingual
    Customer Contacts via Social Media.” <i>Arbeiten Zur Mehrsprachigkeit / Folge
    B</i> 96 (2011): 219–22.'
  ieee: M. Geierhos, Y. S. Lee, and M. Bargel, “Processing Multilingual Customer Contacts
    via Social Media,” <i>Arbeiten zur Mehrsprachigkeit / Folge B</i>, vol. 96, pp.
    219–222, 2011.
  mla: Geierhos, Michaela, et al. “Processing Multilingual Customer Contacts via Social
    Media.” <i>Arbeiten Zur Mehrsprachigkeit / Folge B</i>, vol. 96, 2011, pp. 219–22.
  short: M. Geierhos, Y.S. Lee, M. Bargel, Arbeiten Zur Mehrsprachigkeit / Folge B
    96 (2011) 219–222.
date_created: 2021-10-16T12:32:59Z
date_updated: 2022-01-25T18:17:04Z
department:
- _id: '671'
intvolume: '        96'
language:
- iso: eng
page: 219-222
publication: Arbeiten zur Mehrsprachigkeit / Folge B
publication_identifier:
  issn:
  - 0176-599X
status: public
title: Processing Multilingual Customer Contacts via Social Media
type: journal_article
user_id: '71124'
volume: 96
year: '2011'
...