Processing Multilingual Customer Contacts via Social Media

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 Paper | Published | English
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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.
Publishing Year
Proceedings Title
Multilingual Resources, Multilingual Applications: Proceedings of the Conference of the German Society for Computational Linguistics and Language Technology (GSCL) 2011
Volume
96
Page
219-222
Conference
Conference of the German Society for Computational Linguistics and Language Technology (GSCL 2011)
Conference Location
Hamburg, Germany
Conference Date
2011-09-28 – 2011-09-30
ISSN
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Geierhos M, Lee YS, Bargel M. Processing Multilingual Customer Contacts via Social Media. In: Hedeland H, Schmidt T, Wörner K, eds. Multilingual Resources, Multilingual Applications: Proceedings of the Conference of the German Society for Computational Linguistics and Language Technology (GSCL) 2011. Vol 96. Arbeiten zur Mehrsprachigkeit - Folge B. Hamburg, Germany: University of Hamburg; 2011:219-222.
Geierhos, M., Lee, Y. S., & Bargel, M. (2011). Processing Multilingual Customer Contacts via Social Media. 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 (Vol. 96, pp. 219–222). Hamburg, Germany: University of Hamburg.
@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} }
Geierhos, Michaela, Yeong Su Lee, and Matthias Bargel. “Processing Multilingual Customer Contacts via Social Media.” In Multilingual Resources, Multilingual Applications: Proceedings of the Conference of the German Society for Computational Linguistics and Language Technology (GSCL) 2011, edited by Hanna Hedeland, Thomas Schmidt, and Kai Wörner, 96:219–22. Arbeiten Zur Mehrsprachigkeit - Folge B. Hamburg, Germany: University of Hamburg, 2011.
M. Geierhos, Y. S. Lee, and M. Bargel, “Processing Multilingual Customer Contacts via Social Media,” in Multilingual Resources, Multilingual Applications: Proceedings of the Conference of the German Society for Computational Linguistics and Language Technology (GSCL) 2011, Hamburg, Germany, 2011, vol. 96, pp. 219–222.
Geierhos, Michaela, et al. “Processing Multilingual Customer Contacts via Social Media.” Multilingual Resources, Multilingual Applications: Proceedings of the Conference of the German Society for Computational Linguistics and Language Technology (GSCL) 2011, edited by Hanna Hedeland et al., vol. 96, University of Hamburg, 2011, pp. 219–22.

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