@inproceedings{1122,
  abstract     = {{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       = {{Geierhos, Michaela and Lee, Yeong Su and Bargel, Matthias}},
  booktitle    = {{Multilingual Resources, Multilingual Applications: Proceedings of the Conference of the German Society for Computational Linguistics and Language Technology (GSCL) 2011}},
  editor       = {{Hedeland, Hanna and Schmidt, Thomas and Wörner, Kai}},
  issn         = {{0176-599X}},
  keywords     = {{Classification of Multilingual Customer Contacts, Contact Center Application Support, Social Media Business Integration}},
  location     = {{Hamburg, Germany}},
  pages        = {{219--222}},
  publisher    = {{University of Hamburg}},
  title        = {{{Processing Multilingual Customer Contacts via Social Media}}},
  volume       = {{96}},
  year         = {{2011}},
}