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A text analytics framework for automated communication pattern analysis
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2020 | Information & Management | Citations: 4
Authors: Fan, Shaokun; Ilk, Noyan

Abstract: Human-coding reliant conversation analysis methods are ineffective when analyzin ... Expand

Abstract: Human-coding reliant conversation analysis methods are ineffective when analyzing large volumes of data. In this paper, we propose a text analytics framework for automated conversation pattern analysis. This framework first extracts speech acts (i.e., activities) from conversation logs, and then analyzes their flow through frequent pattern mining algorithms to reveal insightful communication patterns. Using a real-world data set collected from a customer service center, we demonstrate the usefulness of the framework for identifying patterns that are associated with service quality outcomes. Our work has implications for the design of communication policies and systems for customer service management. Collapse

Semantic filters: linguistics theory

Topics: customer satisfaction customer service process mining knowledge sharing service quality

Methods: computational algorithm case study qualitative content analysis ensemble learning machine learning

Theories: speech act theory linguistics theory
Making words work: Using financial text as a predictor of financial events
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2010 | Decision Support Systems | Citations: 34
Authors: Cecchini, Mark; Aytug, Haldun; Koehler, Gary J.; Pathak, Praveen

Abstract: We develop a methodology for automatically analyzing text to aid in discriminati ... Expand

Abstract: We develop a methodology for automatically analyzing text to aid in discriminating firms that encounter catastrophic financial events. The dictionaries we create from Management Discussion and Analysis Sections (MD&A) of 10-Ks discriminate fraudulent from non-fraudulent firms 75% of the time and bankrupt from nonbankrupt firms 80% of the time. Our results compare favorably with quantitative prediction methods. We further test for complementarities by merging quantitative data with text data. We achieve our best prediction results for both bankruptcy (83.87%) and fraud (81.97%) with the combined data, showing that that the text of the MD&A complements the quantitative financial information. Collapse

Semantic filters: linguistics theory

Topics: knowledge representation accounting fraud detection missing data research and development

Methods: support vector machine ontological modelling WordNet descriptive statistic experiment

Theories: linguistics theory
Do You Read Me? Perspective Making and Perspective Taking in Chat Communities

2007 | Journal of the Association for Information Systems | Citations: 11
Authors: Dickey, Michael H.; Burnett, Gary; Chudoba, Katherine M.; Kazmer, Michelle M.

Abstract: We present a study of synchronous, text-based chat communications between custom ... Expand

Abstract: We present a study of synchronous, text-based chat communications between customers and customer service representatives (CSRs), and examine the process of coordinating perspectives through perspective making and perspective taking to build shared understanding of context. Using a cultural hermeneutic lens and its four contextual relations, we studied more than 4400 chat messages generated during a two-year period. Successful coordination of perspectives occurred in eighty percent of the exchanges, in spite of conversational incoherence introduced by the chat technology. When coordination of perspectives between customers and CSRs failed, it was due to one or a combination of three factors: the customer's inability to successfully communicate intention, lack of customer/CSR shared understanding of reference about what was being discussed, and/or misinterpretation of each other's identities. This suggests that technology solutions to reduce conversational incoherence may not be of as much value as improving how people articulate intention and create shared reference. Finally, we demonstrate that contextual relations in cultural hermeneutics offer an analytic device and vocabulary to discern exactly what is missing when technology-mediated communication breaks down. Collapse

Semantic filters: linguistics theory

Topics: customer service social media online chat data accuracy database system

Methods: design principle linguistic analysis

Theories: language action perspective linguistics theory discourse theory

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Found 3 articles

A text analytics framework for automated communication pattern analysis

Making words work: Using financial text as a predictor of financial events

Do You Read Me? Perspective Making and Perspective Taking in Chat Communities