CrowdE: Filtering Tweets for Direct Customer Engagements

author: Jilin Chen, IBM Almaden Research Center, IBM Research
published: April 3, 2014,   recorded: July 2013,   views: 1706

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Many consumer brands have customer relationship agents that directly engage opinionated consumers on social streams, such as Twitter. To help agents find opinionated consumers, social stream monitoring tools provide keyword-based filters, which are often too coarse-grained to be effective. In this work, we introduce CrowdE, a Twitter-based filtering system that helps agents find opinionated customers through brand-specific intelligent filters. To minimize per-brand effort in creating these brand-specific filters, the system used a common crowd-enabled process that creates the filters through machine learning over crowd-labeled tweets. We validated the quality of the crowd labels and the performance of the filter algorithms built from the labels. A user evaluation further showed that CrowdE's intelligent filters improved task performance and were generally preferred by users in comparison to keyword-based filters in current social stream monitoring tools.

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