Understanding Customer Satisfaction Levels in Call Center Conversations Through Data Programming

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dc.contributor.authorKutbay, S. Nese
dc.contributor.authorCapkin, Murat
dc.contributor.authorAkyuz, Zuhal Duran
dc.contributor.authorYildirim, Savas
dc.date.accessioned2026-04-04T18:55:20Z
dc.date.available2026-04-04T18:55:20Z
dc.date.issued2025
dc.departmentİstanbul Bilgi Üniversitesi
dc.description2025 Computing Conference -- JUN 19-20, 2025 -- London, ENGLAND
dc.description.abstractIn the telecommunications sector, customer satisfaction plays a crucial role due to the industry's exceptionally high churn rates. However, measuring satisfaction directly from customer feedback can lead to inconsistency and bias. This feedback tends to be polarized, either very positive or very negative. Moreover, as subjective evaluations, they can vary significantly from person to person. Consequently, it is challenging to establish a meaningful relationship between customer satisfaction survey scores and actual feeling. To obtain a more accurate assessment of customer satisfaction, we analyzed the dialogue between customers and call center representatives, which yields more reliable results. We investigated multiple factors influencing customer satisfaction, complementing the traditional customer rating approach. Specifically, we employed data programming techniques to develop a more robust customer satisfaction prediction model for Turkish Language. This methodology enabled us to train a NLP model, resulting in a more precise representation of customer satisfaction with weak supervision. This paper outlines the design and implementation of this innovative process.
dc.identifier.doi10.1007/978-3-031-92608-2_28
dc.identifier.doi10.1007/978-3-031-92608-2_28
dc.identifier.endpage421
dc.identifier.isbn978-3-031-92607-5
dc.identifier.isbn978-3-031-92608-2
dc.identifier.issn2367-3370
dc.identifier.issn2367-3389
dc.identifier.startpage406
dc.identifier.urihttps://doi.org/10.1007/978-3-031-92608-2_28
dc.identifier.urihttps://hdl.handle.net/11411/10370
dc.identifier.volume1425
dc.identifier.wosWOS:001597489600028
dc.identifier.wosqualityN/A
dc.indekslendigikaynakWeb of Science
dc.language.isoen
dc.publisherSpringer International Publishing Ag
dc.relation.ispartofIntelligent Computing, Vol 3, 2025
dc.relation.publicationcategoryKonferans Öğesi - Uluslararası - Kurum Öğretim Elemanı
dc.rightsinfo:eu-repo/semantics/closedAccess
dc.snmzKA_WoS_20260402
dc.subjectData Programming
dc.subjectCustomer Satisfaction Score
dc.subjectNlp
dc.titleUnderstanding Customer Satisfaction Levels in Call Center Conversations Through Data Programming
dc.typeConference Object

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