부산대학교 도서관

Recently, AI and NLP have been used to improve customer care. Customer support relies on event extraction and relevant data. In customer support applications, AI-based algorithms extract events. Event extraction identifies and extracts specific events or activities from textual data like customer service chats, emails, and social media interactions. Customer support teams may discover issues, trends, and improve the customer experience by automatically extracting events. Customer support event extraction can be done using AI-based models. Event extraction relies on named entity recognition (NER), sentiment analysis, and text classification. NER classifies customer names, product names, and problem keywords. Text classification classifies client issues into preset categories like billing, technical support, or product feedback, while sentiment analysis assesses the customer's emotional tone. Event extraction AI models use machine learning algorithms. Support vector machines (SVM) and random forests can be trained on annotated customer support data to reliably classify events. Recurrent neural networks (RNNs) and transformers can capture complicated patterns in textual data, making them promising event extraction methods. Customer support applications benefit from AI-based event extraction algorithms. It frees up support teams to focus on client issues by automating evaluation and categorization. It also helps firms identify emerging trends and enhance their products and services to answer client complaints. AI-based customer support event extraction models face hurdles. Labeled training data is costly and time-consuming to obtain. Ensuring model generalizability across multiple domains or languages is ongoing research. In conclusion, AI-based event extraction in customer support systems can improve customer experiences and support team efficiency.