An application for detecting network related problems from call center text data

Abstract

A Network Service Provider can receive different network related problems and complaints from various communication channels regarding their service activity in certain regions. One of the major and most important communication channels is customer call center. Detecting network related problems that customers are notifying during these calls are significant in order to provide solutions and increase customer satisfaction. However, due to sheer volume of the call records that are converted to text, it is quite difficult to analyze whole data using traditional approaches. In this paper, we study a topic modeling approach for detecting network related problems from call center text data. The analysis results demonstrate that for a major broadband service providers' personal Internet at home tariff, most of calls received in a customer call center is related to information, whereas the second majority of all calls are related to faults that are network related issues. These results signify the existence of network and service related issues in service providers' infrastructure.