---
_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'
...