了解多语种客户反馈中的含义 (Understanding Meanings in Multilingual Customer Feedback)

Understanding and being able to react to customer feedback is the most fundamental task in providing good customer service. However, there are two major obstacles for international companies to automatically detect the meaning of customer feedback in a global multilingual environment. Firstly, there is no widely acknowledged categorisation (classes) of meaning for customer feedback. Secondly, the applicability of one meaning categorisation, if it exists, to customer feedback in multiple languages is questionable. In this paper, we extracted representative real world samples of customer feedback from Microsoft Office customers in multiple languages, English, Spanish and Japanese,and concluded a five-class categorisation(comment, request, bug, complaint and meaningless) for meaning classification that could be used across languages in the realm of customer feedback analysis.

翻译：了解和能够对客户反馈作出反应是提供良好客户服务的最根本任务,然而,国际公司在自动发现客户反馈在全球多语种环境中的意义方面有两大障碍:第一,对客户反馈的意义没有得到广泛承认的分类(类别);第二,如果存在一种含义分类,那么对多种语文客户反馈的适用性是值得怀疑的;在本文件中,我们提取了微软办公室客户以多种语言(英文、西班牙文和日文)提供的具有代表性的真实世界客户反馈样本,并完成了五级分类(评论、请求、错误、投诉和毫无意义),其含义在客户反馈分析方面可以跨语种使用。