Publications

Interaction Mining: the new frontier of Customer Interaction Analytics

In this paper, we present our solution for pragmatic analysis of call center conversations in order to provide useful insights for enhancing Call Center Analytics to a level that will enable new metrics and key performance indicators (KPIs) beyond the standard approach.

Automatic argumentative analysis for Interaction Mining 

Interaction mining is about discovering and extracting insightful information from digital conversations, namely those human–human information exchanges mediated by digital network technology. We present a computational model of natural arguments and its implementation for the automatic argumentative analysis of conversations, which allows us to produce relevant information to build interaction business analytics applications. 

Interaction Mining Making business sense of customers conversations through semantic and pragmatic analysis 

In this chapter we present the major challenges of a new trend in business analytics, namely Interaction Mining. With the proliferation of unstructured data as the result of people interacting with each other using digital networked devices, classical methods in text business analytics are no longer effective.
The above papers have been published in international conferences and journals.