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Keywords: CCOntology
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Journal Articles
Understanding customer behavior by mapping complaints to personality based on social media textual data
Available to Purchase
Journal:
Data Technologies and Applications
Data Technologies and Applications (2025) 59 (1): 155–179.
Published: 09 September 2024
... responses that reflect the customer’s unique personality. Our approach is twofold: firstly, we employ the customer complaints ontology (CCOntology) framework enforced with multi-class classification based on a machine learning algorithm, to classify complaints. Secondly, we leverage the personality...
