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<html><head><title>Social Media Cloud Contact Center Using Chatbots - EUDL</title><link rel="icon" href="/images/favicon.ico"><link rel="stylesheet" type="text/css" href="/css/screen.css"><link rel="stylesheet" href="/css/zenburn.css"><meta http-equiv="Content-Type" content="charset=utf-8"><meta name="viewport" content="width=device-width, initial-scale=1.0"><meta name="Description" content="The latest technologies advancement in NLP (Natural Language Processing) solution allows developing innovative tools that enrich customer experience with products and services. Contact Center environments gradually adopted real-time analytics solutions, and latest research is focusing on how to inte"><meta name="citation_title" content="Social Media Cloud Contact Center Using Chatbots"><meta name="citation_publication_date" content="2019/09/17"><meta name="citation_author" content="George Suciu"><meta name="citation_author" content="Adrian Pasat"><meta name="citation_author" content="Teodora Ușurelu"><meta name="citation_author" content="Eduard-Cristian Popovici"><meta name="citation_pdf_url" content="http://eudl.eu/pdf/10.1007/978-3-030-23976-3_39"><meta name="citation_conference_title" content="Future Access Enablers for Ubiquitous and Intelligent Infrastructures. 4th EAI International Conference, FABULOUS 2019, Sofia, Bulgaria, March 28-29, 2019, Proceedings"><meta name="citation_isbn" content="978-3-030-23976-3"><script type="text/javascript" src="https://services.eai.eu//load-signup-form/EAI"></script><script type="text/javascript" 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class="download-pdf" href="https://account.eai.eu/cas/login?service=http%3A%2F%2Feudl.eu%2Fdoi%2F10.1007%2F978-3-030-23976-3_39">Download</a><a class="eai-login" href="https://account.eai.eu/cas/login?service=http%3A%2F%2Feudl.eu%2Fdoi%2F10.1007%2F978-3-030-23976-3_39">(Requires a free EAI acccount)</a><div><span class="download">178 downloads</span></div></section><section class="meta-section cite-area"><dl class="main-metadata"><dt class="title" id="cite-switchers">Cite</dt> <dd class="value" id="cite-switchers"><a href="" class="bibtex">BibTeX</a> <a href="" class="plain-text">Plain Text</a></dd></dl></section><ul id="cite-blocks"><li class="bibtex"><pre>@INPROCEEDINGS{10.1007/978-3-030-23976-3_39, author={George Suciu and Adrian Pasat and Teodora Ușurelu and Eduard-Cristian Popovici}, title={Social Media Cloud Contact Center Using Chatbots}, proceedings={Future Access Enablers for Ubiquitous and Intelligent Infrastructures. 4th EAI International Conference, FABULOUS 2019, Sofia, Bulgaria, March 28-29, 2019, Proceedings}, proceedings_a={FABULOUS}, year={2019}, month={9}, keywords={Chatbot Artificial intelligence DII NLP Machine learning}, doi={10.1007/978-3-030-23976-3_39} } </pre></li><li class="plain-text"><div class="cite">George Suciu<br>Adrian Pasat<br>Teodora Ușurelu<br>Eduard-Cristian Popovici<br>Year: 2019<br>Social Media Cloud Contact Center Using Chatbots<br>FABULOUS<br>Springer<br>DOI: 10.1007/978-3-030-23976-3_39</div></li></ul><section id="authors"><span class="author-list">George Suciu<sup>,*</sup>, Adrian Pasat<sup>1</sup><sup>,*</sup>, Teodora Ușurelu<sup>1</sup><sup>,*</sup>, Eduard-Cristian Popovici<sup>2</sup><sup>,*</sup></span><ul class="affiliation-list"><li>1: Beia Consult International</li><li>2: University POLITEHNICA of Bucharest</li></ul><section class="corresponding-email">*Contact email: george@beia.ro, adrian.pasat@beia.ro, teodora.usurelu@beia.ro, eduard.popovici@upb.ro</section></section><section class="full-abstract"><h2>Abstract</h2><div><p>The latest technologies advancement in NLP (Natural Language Processing) solution allows developing innovative tools that enrich customer experience with products and services. Contact Center environments gradually adopted real-time analytics solutions, and latest research is focusing on how to integrate social media channels. Based on the work made in SoMeDi and Speech2Processes projects, we propose an innovative chatbot platform that integrates data mining and sentiment analysis technologies. The aim is to offer insight into customer preferences by using DII (Digital Interaction Intelligence) and assist in mitigating several know issues in Contact Center environments.</p></div></section><section class="metas-section"><section class="meta-section"><dl class="main-metadata"><dt class="title">Keywords</dt> <dd class="value">Chatbot Artificial intelligence DII NLP Machine learning</dd></dl></section><section class="meta-section"><dl class="main-metadata"><dt class="title">Published</dt> <dd class="value">2019-09-17</dd><dt class="title">Appears in</dt> <dd class="value"><a href="https://rd.springer.com/book/10.1007/978-3-030-23976-3">SpringerLink</a></dd></dl></section><section class="meta-section"><dl class="main-metadata"><dt class="title"></dt> <dd class="value"><a href="http://dx.doi.org/10.1007/978-3-030-23976-3_39">http://dx.doi.org/10.1007/978-3-030-23976-3_39</a></dd></dl></section></section><div class="copyright-block">Copyright © 2019–2025 ICST</div></section></section></section><div class="clear"></div><footer><div class="links"><a href="https://www.ebsco.com/" target="_blank"><img class="logo ebsco-logo" src="/images/ebsco.png" alt="EBSCO"></a><a href="https://www.proquest.com/" target="_blank"><img class="logo proquest-logo" src="/images/proquest.png" alt="ProQuest"></a><a href="https://dblp.uni-trier.de/db/journals/publ/icst.html" target="_blank"><img class="logo dblp-logo" src="/images/dblp.png" alt="DBLP"></a><a href="https://doaj.org/search?source=%7B%22query%22%3A%7B%22filtered%22%3A%7B%22filter%22%3A%7B%22bool%22%3A%7B%22must%22%3A%5B%7B%22term%22%3A%7B%22index.publisher.exact%22%3A%22European%20Alliance%20for%20Innovation%20(EAI)%22%7D%7D%5D%7D%7D%2C%22query%22%3A%7B%22query_string%22%3A%7B%22query%22%3A%22european%20alliance%20for%20innovation%22%2C%22default_operator%22%3A%22AND%22%2C%22default_field%22%3A%22index.publisher%22%7D%7D%7D%7D%7Dj" target="_blank"><img class="logo doaj-logo" src="/images/doaj.jpg" alt="DOAJ"></a><a href="https://www.portico.org/publishers/eai/" target="_blank"><img class="logo portico-logo" src="/images/portico.png" alt="Portico"></a><a href="http://eai.eu/" target="_blank"><img class="logo eai-logo" src="/images/eai.png"></a></div></footer></div><div class="footer-container"><div class="footer-width"><div class="footer-column logo-column"><a href="https://eai.eu/"><img src="https://eudl.eu/images/logo_new-1-1.png" alt="EAI Logo"></a></div><div class="footer-column"><h4>About EAI</h4><ul><li><a href="https://eai.eu/who-we-are/">Who We Are</a></li><li><a href="https://eai.eu/leadership/">Leadership</a></li><li><a href="https://eai.eu/research-areas/">Research Areas</a></li><li><a href="https://eai.eu/partners/">Partners</a></li><li><a href="https://eai.eu/media-center/">Media Center</a></li></ul></div><div class="footer-column"><h4>Community</h4><ul><li><a href="https://eai.eu/eai-community/">Membership</a></li><li><a href="https://eai.eu/conferences/">Conference</a></li><li><a href="https://eai.eu/recognition/">Recognition</a></li><li><a href="https://eai.eu/corporate-sponsorship">Sponsor Us</a></li></ul></div><div class="footer-column"><h4>Publish with EAI</h4><ul><li><a href="https://eai.eu/publishing">Publishing</a></li><li><a href="https://eai.eu/journals/">Journals</a></li><li><a href="https://eai.eu/proceedings/">Proceedings</a></li><li><a href="https://eai.eu/books/">Books</a></li><li><a href="https://eudl.eu/">EUDL</a></li></ul></div></div></div><script type="text/javascript" src="https://eudl.eu/js/gacode.js"></script><script src="/js/highlight.pack.js"></script><script>hljs.initHighlightingOnLoad();</script><script type="application/ld+json">{"@context":"http://schema.org","@type":"BreadcrumbList","itemListElement":[{"@type":"ListItem","position":1,"item":{"@id":"http://eudl.eu","name":"Home","image":null}},{"@type":"ListItem","position":2,"item":{"@id":"http://eudl.eu/proceedings","name":"Proceedings","image":null}},{"@type":"ListItem","position":3,"item":{"@id":"http://eudl.eu/proceedings?by_acronym=\"FABULOUS\"","name":"FABULOUS","image":null}},{"@type":"ListItem","position":4,"item":{"@id":"http://eudl.eu/proceedings?by_acronym=\"FABULOUS\"/2019","name":"2019","image":null}},{"@type":"ListItem","position":1,"item":{"@id":"http://eudl.eu/doi/10.1007/978-3-030-23976-3_39","name":"Social Media Cloud Contact Center Using Chatbots","image":null}}]}</script></body></html>