{"oa":"1","place":"Hamburg, Germany","keyword":["Classification of Multilingual Customer Contacts","Contact Center Application Support","Social Media Business Integration"],"volume":96,"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."}],"_id":"1122","intvolume":"        96","publication_identifier":{"issn":["0176-599X"]},"conference":{"name":"Conference of the German Society for Computational Linguistics and Language Technology (GSCL 2011)","end_date":"2011-09-30","location":"Hamburg, Germany","start_date":"2011-09-28"},"year":"2011","author":[{"full_name":"Geierhos, Michaela","last_name":"Geierhos","id":"42496","first_name":"Michaela","orcid":"0000-0002-8180-5606"},{"first_name":"Yeong Su","last_name":"Lee","full_name":"Lee, Yeong Su"},{"full_name":"Bargel, Matthias","last_name":"Bargel","first_name":"Matthias"}],"status":"public","publication":"Multilingual Resources, Multilingual Applications: Proceedings of the Conference of the German Society for Computational Linguistics and Language Technology (GSCL) 2011","date_created":"2018-01-29T15:48:34Z","type":"conference","page":"219-222","citation":{"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.","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.","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.","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.","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.","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} }","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."},"publisher":"University of Hamburg","user_id":"42496","department":[{"_id":"36"},{"_id":"1"},{"_id":"579"}],"editor":[{"last_name":"Hedeland","full_name":"Hedeland, Hanna","first_name":"Hanna"},{"first_name":"Thomas","full_name":"Schmidt, Thomas","last_name":"Schmidt"},{"full_name":"Wörner, Kai","last_name":"Wörner","first_name":"Kai"}],"main_file_link":[{"open_access":"1","url":"http://exmaralda.org/gscl2011/downloads/AZM96.pdf"}],"series_title":"Arbeiten zur Mehrsprachigkeit - Folge B","language":[{"iso":"eng"}],"extern":"1","quality_controlled":"1","publication_status":"published","date_updated":"2022-01-06T06:50:58Z","title":"Processing Multilingual Customer Contacts via Social Media"}