Fuzzy multi-label classification of customer complaint logs under noisy environment

Abstract

Analyzing and understanding customer complaints has become and important issue in almost all enterprises. With respect to this, one of the key factors involve is to automatically identify and analyze the different causes of the complaints. A single complaint may belong to multiple complaint domains with fuzzy associations to each of the different domains. Thus, single label or multi-class classification techniques may not be suitable for classification of such complaint logs. In this paper, we have analyzed and classified customer complaints of some of the leading telecom service providers in India. Accordingly, we have adopted a fuzzy multi-label text classification approach along with different language independent statistical features to address the above mentioned issue. Our evaluation shows combining the features of point-wise mutual information and unigram returns the best possible result.