Matthias Lee

Predicting Customer Satisfaction with Soft Labels for Ordinal Classification

In a typical call center, only up to 8% of callersleave a Customer Satisfaction (CSAT) surveyresponse at the end of the call, and these tend tobe customers with strongly positive or negativeexperiences. To manage this data sparsity andresponse bias, we outline a predictive CSATdeep learning algorith…