[{"quality_controlled":"1","year":"2011","publisher":"IEEE","date_created":"2018-01-29T15:15:25Z","title":"SCM - A Simple, Modular and Flexible Customer Interaction Management System","publication":"International Conference on Information Society (i-Society 2011)","abstract":[{"lang":"eng","text":"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."}],"keyword":["Social Media Business Integration","Contact Center Application Support","Monitoring Social Conversations","Social Customer Interaction Management","Monitoring","Software Agents"],"language":[{"iso":"eng"}],"publication_status":"published","publication_identifier":{"isbn":["978-1-61284-148-9"],"eisbn":["978-0-9564263-8-3 "]},"place":"Piscataway, NJ, USA","citation":{"apa":"Schuster, J., Lee, Y. S., Kobothanassi, D., Bargel, M., &#38; Geierhos, M. (2011). SCM - A Simple, Modular and Flexible Customer Interaction Management System. In <i>International Conference on Information Society (i-Society 2011)</i> (pp. 153–158). Piscataway, NJ, USA: IEEE.","mla":"Schuster, Jörg, et al. “SCM - A Simple, Modular and Flexible Customer Interaction Management System.” <i>International Conference on Information Society (i-Society 2011)</i>, IEEE, 2011, pp. 153–58.","bibtex":"@inproceedings{Schuster_Lee_Kobothanassi_Bargel_Geierhos_2011, place={Piscataway, NJ, USA}, title={SCM - A Simple, Modular and Flexible Customer Interaction Management System}, booktitle={International Conference on Information Society (i-Society 2011)}, publisher={IEEE}, author={Schuster, Jörg and Lee, Yeong Su and Kobothanassi, Despina  and Bargel, Matthias and Geierhos, Michaela}, year={2011}, pages={153–158} }","short":"J. Schuster, Y.S. Lee, D. Kobothanassi, M. Bargel, M. Geierhos, in: International Conference on Information Society (i-Society 2011), IEEE, Piscataway, NJ, USA, 2011, pp. 153–158.","ama":"Schuster J, Lee YS, Kobothanassi D, Bargel M, Geierhos M. SCM - A Simple, Modular and Flexible Customer Interaction Management System. In: <i>International Conference on Information Society (i-Society 2011)</i>. Piscataway, NJ, USA: IEEE; 2011:153-158.","ieee":"J. Schuster, Y. S. Lee, D. Kobothanassi, M. Bargel, and M. Geierhos, “SCM - A Simple, Modular and Flexible Customer Interaction Management System,” in <i>International Conference on Information Society (i-Society 2011)</i>, London, UK, 2011, pp. 153–158.","chicago":"Schuster, Jörg, Yeong Su Lee, Despina  Kobothanassi, Matthias Bargel, and Michaela Geierhos. “SCM - A Simple, Modular and Flexible Customer Interaction Management System.” In <i>International Conference on Information Society (i-Society 2011)</i>, 153–58. Piscataway, NJ, USA: IEEE, 2011."},"page":"153-158","date_updated":"2022-01-06T06:50:58Z","author":[{"first_name":"Jörg","last_name":"Schuster","full_name":"Schuster, Jörg"},{"last_name":"Lee","full_name":"Lee, Yeong Su","first_name":"Yeong Su"},{"first_name":"Despina ","last_name":"Kobothanassi","full_name":"Kobothanassi, Despina "},{"last_name":"Bargel","full_name":"Bargel, Matthias","first_name":"Matthias"},{"first_name":"Michaela","orcid":"0000-0002-8180-5606","last_name":"Geierhos","id":"42496","full_name":"Geierhos, Michaela"}],"conference":{"location":"London, UK","end_date":"2011-06-29","start_date":"2011-06-27","name":"International Conference on Information Society (i-Society 2011)"},"type":"conference","status":"public","_id":"1120","user_id":"42496","department":[{"_id":"36"},{"_id":"1"},{"_id":"579"}],"extern":"1"},{"conference":{"location":"Hamburg, Germany","end_date":"2011-09-30","start_date":"2011-09-28","name":"Conference of the German Society for Computational Linguistics and Language Technology (GSCL 2011)"},"main_file_link":[{"url":"http://exmaralda.org/gscl2011/downloads/AZM96.pdf","open_access":"1"}],"date_updated":"2022-01-06T06:50:58Z","oa":"1","volume":96,"author":[{"full_name":"Geierhos, Michaela","id":"42496","orcid":"0000-0002-8180-5606","last_name":"Geierhos","first_name":"Michaela"},{"first_name":"Yeong Su","last_name":"Lee","full_name":"Lee, Yeong Su"},{"full_name":"Bargel, Matthias","last_name":"Bargel","first_name":"Matthias"}],"place":"Hamburg, Germany","intvolume":"        96","page":"219-222","citation":{"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.","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.","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.","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} }","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."},"publication_identifier":{"issn":["0176-599X"]},"publication_status":"published","extern":"1","_id":"1122","department":[{"_id":"36"},{"_id":"1"},{"_id":"579"}],"user_id":"42496","series_title":"Arbeiten zur Mehrsprachigkeit - Folge B","editor":[{"first_name":"Hanna","full_name":"Hedeland, Hanna","last_name":"Hedeland"},{"first_name":"Thomas","full_name":"Schmidt, Thomas","last_name":"Schmidt"},{"full_name":"Wörner, Kai","last_name":"Wörner","first_name":"Kai"}],"status":"public","type":"conference","title":"Processing Multilingual Customer Contacts via Social Media","publisher":"University of Hamburg","date_created":"2018-01-29T15:48:34Z","year":"2011","quality_controlled":"1","keyword":["Classification of Multilingual Customer Contacts","Contact Center Application Support","Social Media Business Integration"],"language":[{"iso":"eng"}],"abstract":[{"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.","lang":"eng"}],"publication":"Multilingual Resources, Multilingual Applications: Proceedings of the Conference of the German Society for Computational Linguistics and Language Technology (GSCL) 2011"},{"volume":2,"author":[{"id":"42496","full_name":"Geierhos, Michaela","last_name":"Geierhos","orcid":"0000-0002-8180-5606","first_name":"Michaela"}],"date_updated":"2022-01-06T06:50:58Z","doi":"10.4304/jait.2.4.222-233","publication_identifier":{"issn":["17982340"]},"publication_status":"published","intvolume":"         2","page":"222-233","citation":{"bibtex":"@article{Geierhos_2011, title={Customer Interaction 2.0: Adopting Social Media as Customer Service Channel}, volume={2}, DOI={<a href=\"https://doi.org/10.4304/jait.2.4.222-233\">10.4304/jait.2.4.222-233</a>}, number={4}, journal={Journal of Advances in Information Technology}, publisher={Engineering and Technology Publishing (ETPub)}, author={Geierhos, Michaela}, year={2011}, pages={222–233} }","mla":"Geierhos, Michaela. “Customer Interaction 2.0: Adopting Social Media as Customer Service Channel.” <i>Journal of Advances in Information Technology</i>, vol. 2, no. 4, Engineering and Technology Publishing (ETPub), 2011, pp. 222–33, doi:<a href=\"https://doi.org/10.4304/jait.2.4.222-233\">10.4304/jait.2.4.222-233</a>.","short":"M. Geierhos, Journal of Advances in Information Technology 2 (2011) 222–233.","apa":"Geierhos, M. (2011). Customer Interaction 2.0: Adopting Social Media as Customer Service Channel. <i>Journal of Advances in Information Technology</i>, <i>2</i>(4), 222–233. <a href=\"https://doi.org/10.4304/jait.2.4.222-233\">https://doi.org/10.4304/jait.2.4.222-233</a>","ieee":"M. Geierhos, “Customer Interaction 2.0: Adopting Social Media as Customer Service Channel,” <i>Journal of Advances in Information Technology</i>, vol. 2, no. 4, pp. 222–233, 2011.","chicago":"Geierhos, Michaela. “Customer Interaction 2.0: Adopting Social Media as Customer Service Channel.” <i>Journal of Advances in Information Technology</i> 2, no. 4 (2011): 222–33. <a href=\"https://doi.org/10.4304/jait.2.4.222-233\">https://doi.org/10.4304/jait.2.4.222-233</a>.","ama":"Geierhos M. Customer Interaction 2.0: Adopting Social Media as Customer Service Channel. <i>Journal of Advances in Information Technology</i>. 2011;2(4):222-233. doi:<a href=\"https://doi.org/10.4304/jait.2.4.222-233\">10.4304/jait.2.4.222-233</a>"},"department":[{"_id":"36"},{"_id":"1"},{"_id":"579"}],"user_id":"42496","_id":"1125","extern":"1","article_type":"original","type":"journal_article","status":"public","date_created":"2018-01-29T16:33:55Z","publisher":"Engineering and Technology Publishing (ETPub)","title":"Customer Interaction 2.0: Adopting Social Media as Customer Service Channel","issue":"4","quality_controlled":"1","year":"2011","language":[{"iso":"eng"}],"keyword":["Social Media Business Integration","Multichannel Customer Interaction Management","Contact Centre Application Support"],"publication":"Journal of Advances in Information Technology","abstract":[{"lang":"eng","text":"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."}]}]