Detecting Non-routine Customer Support E-Mails

Anton Borg, Jim Ahlstrand

2021

Abstract

Customer support can affect customer churn both positively and negatively. By identify non-routine e-mails to be handled by senior customer support agents, the customer support experience can potentially be improved. Complex e-mails, i.e. non-routine, might require longer time to handle, being more suitable for senior staff. Non-routine e-mails can be considered anomalous. This paper investigates an approach for context-based unsupervised anomaly detection that can assign each e-mail an anomaly score. This is investigated in customer support setting with 43523 e-mails. Context-based anomalies are investigated over different time resolutions, by multiple algorithms. The likelihood of anomalous e-mails can be considered increased when identified by several algorithms or over multiple time resolutions. The approach is suitable to implement as a decision support system for customer support agents in detecting e-mails that should be handled by senior staff.

Paper Citation

in Harvard Style

Borg A. and Ahlstrand J. (2021). Detecting Non-routine Customer Support E-Mails. In Proceedings of the 23rd International Conference on Enterprise Information Systems - Volume 1: ICEIS, ISBN 978-989-758-509-8, pages 387-394. DOI: 10.5220/0010396203870394

in Bibtex Style

@conference{iceis21,
author={Anton Borg and Jim Ahlstrand},
title={Detecting Non-routine Customer Support E-Mails},
booktitle={Proceedings of the 23rd International Conference on Enterprise Information Systems - Volume 1: ICEIS,},
year={2021},
pages={387-394},
publisher={SciTePress},
organization={INSTICC},
doi={10.5220/0010396203870394},
isbn={978-989-758-509-8},
}

in EndNote Style

TY - CONF

JO - Proceedings of the 23rd International Conference on Enterprise Information Systems - Volume 1: ICEIS,
TI - Detecting Non-routine Customer Support E-Mails
SN - 978-989-758-509-8
AU - Borg A.
AU - Ahlstrand J.
PY - 2021
SP - 387
EP - 394
DO - 10.5220/0010396203870394