The Experts below are selected from a list of 231315 Experts worldwide ranked by ideXlab platform
Shourya Roy - One of the best experts on this subject based on the ideXlab platform.
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text classification business intelligence and interactivity automating c sat analysis for Services Industry
Knowledge Discovery and Data Mining, 2008Co-Authors: Shantanu Godbole, Shourya RoyAbstract:Text classification has matured as a research discipline over the last decade. Independently, business intelligence over structured databases has long been a source of insights for enterprises. In this work, we bring the two together for Customer Satisfaction(C-Sat) analysis in the Services Industry. We present ITACS, a solution combining text classification and business intelligence integrated with a novel interactive text labeling interface. ITACS has been deployed in multiple client accounts in contact centers. It can be extended to any Services Industry setting to analyze unstructured text data and derive operational and business insights. We highlight importance of interactivity in real-life text classification settings. We bring out some unique research challenges about label-sets, measuring accuracy, and interpretability that need serious attention in both academic and industrial research. We recount invaluable experiences and lessons learned as data mining researchers working toward seeing research technology deployed in the Services Industry.
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IEEE SCC (2) - Text to Intelligence: Building and Deploying a Text Mining Solution in the Services Industry for Customer Satisfaction Analysis
2008 IEEE International Conference on Services Computing, 2008Co-Authors: Shantanu Godbole, Shourya RoyAbstract:We present our experiences in building and deploying a text mining solution in Services Industry settings, specifically in contact centers. We describe the voice of customer (VoC) and customer satisfaction (C-Sat) analysis settings and outline several unique research challenges brought about by this confluence of text mining and industrial Services research. We describe our system for integrated text classification, business intelligence and interactive text labeling for C-Sat analysis. We recount invaluable lessons learned as computer science researchers in Services research engagements. The system has been deployed in multiple accounts in contact centers and can be extended to any industrial CRM service practice to analyze unstructured text data.
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Text to intelligence: Building and deploying a text mining solution in the Services Industry for customer satisfaction analysis
Proceedings - 2008 IEEE International Conference on Services Computing SCC 2008, 2008Co-Authors: Shantanu Godbole, Shourya RoyAbstract:We present our experiences in building and deploying a text mining solution in Services Industry settings, specifi- cally in contact centers. We describe the Voice of Customer (VoC) and Customer Satisfaction (C-Sat) analysis settings and outline several unique research challenges brought about by this confluence of text mining and industrial ser- vices research. We describe our system for integrated text classification, business intelligence and interactive text la- beling for C-Sat analysis. We recount invaluable lessons learned as computer science researchers in Services re- search engagements. The system has been deployed in mul- tiple accounts in contact centers and can be extended to any industrial CRM service practice to analyze unstruc- tured text data.
Shantanu Godbole - One of the best experts on this subject based on the ideXlab platform.
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text classification business intelligence and interactivity automating c sat analysis for Services Industry
Knowledge Discovery and Data Mining, 2008Co-Authors: Shantanu Godbole, Shourya RoyAbstract:Text classification has matured as a research discipline over the last decade. Independently, business intelligence over structured databases has long been a source of insights for enterprises. In this work, we bring the two together for Customer Satisfaction(C-Sat) analysis in the Services Industry. We present ITACS, a solution combining text classification and business intelligence integrated with a novel interactive text labeling interface. ITACS has been deployed in multiple client accounts in contact centers. It can be extended to any Services Industry setting to analyze unstructured text data and derive operational and business insights. We highlight importance of interactivity in real-life text classification settings. We bring out some unique research challenges about label-sets, measuring accuracy, and interpretability that need serious attention in both academic and industrial research. We recount invaluable experiences and lessons learned as data mining researchers working toward seeing research technology deployed in the Services Industry.
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IEEE SCC (2) - Text to Intelligence: Building and Deploying a Text Mining Solution in the Services Industry for Customer Satisfaction Analysis
2008 IEEE International Conference on Services Computing, 2008Co-Authors: Shantanu Godbole, Shourya RoyAbstract:We present our experiences in building and deploying a text mining solution in Services Industry settings, specifically in contact centers. We describe the voice of customer (VoC) and customer satisfaction (C-Sat) analysis settings and outline several unique research challenges brought about by this confluence of text mining and industrial Services research. We describe our system for integrated text classification, business intelligence and interactive text labeling for C-Sat analysis. We recount invaluable lessons learned as computer science researchers in Services research engagements. The system has been deployed in multiple accounts in contact centers and can be extended to any industrial CRM service practice to analyze unstructured text data.
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Text to intelligence: Building and deploying a text mining solution in the Services Industry for customer satisfaction analysis
Proceedings - 2008 IEEE International Conference on Services Computing SCC 2008, 2008Co-Authors: Shantanu Godbole, Shourya RoyAbstract:We present our experiences in building and deploying a text mining solution in Services Industry settings, specifi- cally in contact centers. We describe the Voice of Customer (VoC) and Customer Satisfaction (C-Sat) analysis settings and outline several unique research challenges brought about by this confluence of text mining and industrial ser- vices research. We describe our system for integrated text classification, business intelligence and interactive text la- beling for C-Sat analysis. We recount invaluable lessons learned as computer science researchers in Services re- search engagements. The system has been deployed in mul- tiple accounts in contact centers and can be extended to any industrial CRM service practice to analyze unstruc- tured text data.
Derek F Channon - One of the best experts on this subject based on the ideXlab platform.
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the strategic impact of it on the retail financial Services Industry
Journal of Strategic Information Systems, 1998Co-Authors: Derek F ChannonAbstract:This paper is concerned with the strategic impact of information technology on the retail financial Services Industry. Today, in deregulated markets notably in Europe and especially the UK, traditionally separate Industry sectors such as banking, insurance, housing finance and brokerage have become increasingly integrated since the late 1980s. In the USA and Japan regulation has prevented all these historically segregated sectors from integrating although the same patterns observable in Europe have attempted to emerge. In addition, around the world institutions such as retailers, brokerage houses and the like, not subject to the constraints of those officially licensed institutions such as banks and insurance companies, were free to add financial Services to their product portfolios subject to certain constraints. As a result it is these new entrants which have often pioneered the development of new ways of providing traditional Services with lower levels of cost but offering superior consumer quality. These innovations have almost invariably been driven by information technology.
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the strategic impact of it on the retail financial Services Industry
Hawaii International Conference on System Sciences, 1997Co-Authors: Derek F ChannonAbstract:The paper is concerned with the strategic impact of information technology on the retail financial Services Industry. Today, in deregulated markets notably in Europe and especially the UK, traditionally separate Industry sectors such as banking, insurance, housing finance and brokerage have become increasingly integrated since the late 1980's. In the USA and Japan regulation has prevented all these historically segregated sectors from integrating although the same patterns observable in Europe have attempted to emerge. In addition, around the world institutions such as retailers, brokerage houses and the like, not subject to the constraints of those officially licensed institutions such as banks and insurance companies, have been free to add financial Services to their product portfolios subject to certain constraints. As a result it is these new entrants which have often pioneered the development of new ways of providing traditional Services with lower levels of cost but offering superior consumer quality. These innovations have almost invariably been driven by information technology.
Ronald Fernandes - One of the best experts on this subject based on the ideXlab platform.
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the indian software Services Industry
Research Policy, 2001Co-Authors: Ashish Arora, V S Arunachalam, Jai Asundi, Ronald FernandesAbstract:The Indian software exports have grown in spectacular fashion. Its success has, for the most part, been a combination of resource endowments, a mixture of benign neglect and active encouragement from a normally intrusive government, and good timing. The bulk of the Indian software exports have consisted of fairly mundane Services such as low level programming and maintenance. The marked reliance on access to low cost human capital has prompted considerable scepticism about the ability of the Indian software Industry to sustain its performance, given the rapid growth in the demand for engineers and the relatively inelastic supply of engineers. This paper reports on the results of research on the Indian software Industry. We use a variety of sources, including a questionnaire survey of Indian software firms, and field visits and interviews with Industry participants, observers, and US based clients. Although, maintaining the current rate of growth will pose a number of challenges, these challenges are not insurmountable. Not only can the available pool of human capital be expanded by tapping and training the very large pool of English-speaking college graduates, the leading Indian firms are making strong efforts to move up the value chain by acquiring better software project management capability and deeper knowledge of business domains, and reducing costs and improving quality by developing superior methodologies and tools. Moreover, the greatest impact of the software Industry on the Indian economy may well be indirect, in its role as an exemplar of the new business organisational form and as an inspiration to other entrepreneurs.
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the indian software Services Industry
Social Science Research Network, 1999Co-Authors: Ashish Arora, V S Arunachalam, Jai Asundi, Ronald FernandesAbstract:This paper provides an analytical description of the Indian software Industry, with a special focus on the software exports from India. We use a variety of sources, including a questionnaire survey of Indian software firms, and field visits and interviews with Industry participants, observers, and US based clients. The Indian software Industry is remarkable in a number of respects. It is service rather than product oriented, heavily export oriented, and is largely managed by professional and entrepreneurial managements. Also, domestic market experience and expertise appears to have had only limited benefits for successful importers. Although the Industry has grown in spectacular fashion, sustaining this performance will pose a number of challenges. In order to counteract the widely reported shortages of skilled software professionals and the possible competition from other low wage, human capital rich countries, Indian firms are trying to move up the value chain by acquiring deeper knowledge of business domains and management capability, and to reduce costs by developing superior methodologies and tools. Whether and how many firms will be a key test of the management skills and willingness to invest along a number of dimensions. From a social perspective, the disconnect between domestic and export markets is a major challenge, but one that the growing diffusion of computers and the improvement of the communication infrastructure should make easier to confront. In the end, the greatest impact the software Industry is likely to have on the Indian economy is indirect, in its role as an exemplar of the new business organisational form and as an inspiration to other entrepreneurs.
Ashish Arora - One of the best experts on this subject based on the ideXlab platform.
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the indian software Services Industry
Research Policy, 2001Co-Authors: Ashish Arora, V S Arunachalam, Jai Asundi, Ronald FernandesAbstract:The Indian software exports have grown in spectacular fashion. Its success has, for the most part, been a combination of resource endowments, a mixture of benign neglect and active encouragement from a normally intrusive government, and good timing. The bulk of the Indian software exports have consisted of fairly mundane Services such as low level programming and maintenance. The marked reliance on access to low cost human capital has prompted considerable scepticism about the ability of the Indian software Industry to sustain its performance, given the rapid growth in the demand for engineers and the relatively inelastic supply of engineers. This paper reports on the results of research on the Indian software Industry. We use a variety of sources, including a questionnaire survey of Indian software firms, and field visits and interviews with Industry participants, observers, and US based clients. Although, maintaining the current rate of growth will pose a number of challenges, these challenges are not insurmountable. Not only can the available pool of human capital be expanded by tapping and training the very large pool of English-speaking college graduates, the leading Indian firms are making strong efforts to move up the value chain by acquiring better software project management capability and deeper knowledge of business domains, and reducing costs and improving quality by developing superior methodologies and tools. Moreover, the greatest impact of the software Industry on the Indian economy may well be indirect, in its role as an exemplar of the new business organisational form and as an inspiration to other entrepreneurs.
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the indian software Services Industry
Social Science Research Network, 1999Co-Authors: Ashish Arora, V S Arunachalam, Jai Asundi, Ronald FernandesAbstract:This paper provides an analytical description of the Indian software Industry, with a special focus on the software exports from India. We use a variety of sources, including a questionnaire survey of Indian software firms, and field visits and interviews with Industry participants, observers, and US based clients. The Indian software Industry is remarkable in a number of respects. It is service rather than product oriented, heavily export oriented, and is largely managed by professional and entrepreneurial managements. Also, domestic market experience and expertise appears to have had only limited benefits for successful importers. Although the Industry has grown in spectacular fashion, sustaining this performance will pose a number of challenges. In order to counteract the widely reported shortages of skilled software professionals and the possible competition from other low wage, human capital rich countries, Indian firms are trying to move up the value chain by acquiring deeper knowledge of business domains and management capability, and to reduce costs by developing superior methodologies and tools. Whether and how many firms will be a key test of the management skills and willingness to invest along a number of dimensions. From a social perspective, the disconnect between domestic and export markets is a major challenge, but one that the growing diffusion of computers and the improvement of the communication infrastructure should make easier to confront. In the end, the greatest impact the software Industry is likely to have on the Indian economy is indirect, in its role as an exemplar of the new business organisational form and as an inspiration to other entrepreneurs.
