USING SUPERVISED CLUSTERING TECHNIQUE TO CLASSIFY RECEIVED MESSAGES IN 137 CALL CENTER OF TEHRAN CITY COUNCIL

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HAGHIRI MAHDIYEH; HASSANPOUR HAMID

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Paper Information

Journal: JOURNAL OF ADVANCES IN COMPUTER RESEARCH Year:2011 | Volume:2 | Issue:3 (5) Page(s): 15-24

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Title

USING SUPERVISED CLUSTERING TECHNIQUE TO CLASSIFY RECEIVED MESSAGES IN 137 CALL CENTER OF TEHRAN CITY COUNCIL

Author(s)

HAGHIRI MAHDIYEH | HASSANPOUR HAMID | Issue Writer Certificate

Keywords

SUPERVISED CLUSTERING

CLASSIFICATION

NAIVE BAYES ALGORITHM

DATA MINING

Abstract

SUPERVISED CLUSTERING is a DATA MINING technique that assigns a set of data to predefined classes by analyzing dataset attributes. It is considered as an important technique for information retrieval, management, and mining in information systems. Since customer satisfaction is the main goal of organizations in modern society, to meet the requirements, 137 call center of Tehran city council is planning to reduce the waiting time of customers, forwarding their messages to the appropriate service manager to increase service quality. The city council is currently using a manual approach dispatching textual request messages. Since this process is very similar to SUPERVISED CLUSTERING concept, in this study, we applied the NAIVE BAYES ALGORITHM, which is one of the most common algorithms in the SUPERVISED CLUSTERING arena to classify received messages regarding their subjects. The performance results of the proposed technique indicate its high efficiency in clustering the received messages with 98% accuracy.

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APA: Copy

HAGHIRI, MAHDIYEH, & HASSANPOUR, HAMID. (2011). USING SUPERVISED CLUSTERING TECHNIQUE TO CLASSIFY RECEIVED MESSAGES IN 137 CALL CENTER OF TEHRAN CITY COUNCIL. JOURNAL OF ADVANCES IN COMPUTER RESEARCH, 2(3 (5)), 15-24. SID. https://sid.ir/paper/328675/en

Vancouver: Copy

HAGHIRI MAHDIYEH, HASSANPOUR HAMID. USING SUPERVISED CLUSTERING TECHNIQUE TO CLASSIFY RECEIVED MESSAGES IN 137 CALL CENTER OF TEHRAN CITY COUNCIL. JOURNAL OF ADVANCES IN COMPUTER RESEARCH[Internet]. 2011;2(3 (5)):15-24. Available from: https://sid.ir/paper/328675/en

IEEE: Copy

MAHDIYEH HAGHIRI, and HAMID HASSANPOUR, “USING SUPERVISED CLUSTERING TECHNIQUE TO CLASSIFY RECEIVED MESSAGES IN 137 CALL CENTER OF TEHRAN CITY COUNCIL,” JOURNAL OF ADVANCES IN COMPUTER RESEARCH, vol. 2, no. 3 (5), pp. 15–24, 2011, [Online]. Available: https://sid.ir/paper/328675/en

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