Author:
Oleksiy Khriyenko
Affiliation:
University of Jyväskylä, Finland
Keyword(s):
Semantic Customer Feedback, Automated Customer Feedback Processing, Semantic Personalization, Semantic User Profile.
Related
Ontology
Subjects/Areas/Topics:
B2B, B2C and C2C
;
Communication and Software Technologies and Architectures
;
e-Business
;
e-Business and e-Commerce
;
Enterprise Information Systems
;
Ontology and the Semantic Web
;
Society, e-Business and e-Government
;
Software Agents and Internet Computing
;
Web Information Systems and Technologies
;
Web Interfaces and Applications
Abstract:
The digital economy requires services be created in nearly real time – while continuously listening to the customer. Managing and analysing the data collected about products and customers become very critical. Successful companies must collect data regarding customer behaviour in a sensible manner, understand their customers and engage in constant interaction with them. Nowadays, having a huge data storage capacity, everyone collects data and hopes that it will be useful someday. But, it is frustrating when you do not know whether something useful will come out of it. It is not a problem to collect data, but it is very difficult to analyse it. To utilize the data they collect and analyse customer feedback quickly, companies require automation of customer feedback processing. To hear a real voice of a customer, companies are trying to engage customer to the feedback provisioning process. Therefore, the paper reviews digitalized customer feedback strategies, highlights challenges of a
feedback gathering and further computation. As a result, paper presents an approach for semantic enhancement of a customer feedback system.
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