@inproceedings{4b26340ea8b944618b4af5aae3b5dd57,
title = "Customer Sentiment in Web-Based Service Interactions: Automated Analyses and New Insights",
abstract = "We adjust sentiment analysis techniques to automatically detect customer emotion in on-line service interactions of multiple business domains. Then we use the adjusted sentiment analysis tool to report insights about the dynamics of emotion in on-line service chats, using a large data set of Telecommunication customer service interactions. Our analyses show customer emotions starting out negative and evolving into positive as the interaction ends. Also, we identify a close relationship between customer emotion dynamicsduring the service interaction and the concepts of service failure and recovery. This connection manifests in customer service quality evaluationsafter the interaction ends. Our study shows the connection between customer emotion and service quality as service interactions unfold, and suggests the use of sentiment analysis tools for real-time monitoring and control of web-based service quality.",
keywords = "customer satisfaction, customer service, sentiment analysis",
author = "Yom-Tov, {Galit B.} and Shelly Ashtar and Daniel Altman and Michael Natapov and Neta Barkay and Monika Westphal and Anat Rafaeli",
note = "Publisher Copyright: {\textcopyright} 2018 IW3C2 (International World Wide Web Conference Committee), published under Creative Commons CC BY 4.0 License.; 27th International World Wide Web, WWW 2018 ; Conference date: 23-04-2018 Through 27-04-2018",
year = "2018",
month = apr,
day = "23",
doi = "10.1145/3184558.3191628",
language = "English",
series = "The Web Conference 2018 - Companion of the World Wide Web Conference, WWW 2018",
publisher = "Association for Computing Machinery, Inc",
pages = "1689--1697",
booktitle = "The Web Conference 2018 - Companion of the World Wide Web Conference, WWW 2018",
}