Print Email Facebook Twitter Automated Customer Complaint Processing for Water Utilities Based on Natural Language Processing—Case Study of a Dutch Water Utility Title Automated Customer Complaint Processing for Water Utilities Based on Natural Language Processing—Case Study of a Dutch Water Utility Author Tian, Xin (KWR Water Research Institute) Vertommen, Ina (KWR Water Research Institute) Tsiami, Lydia (KWR Water Research Institute; National Technical University of Athens) van Thienen, Peter (KWR Water Research Institute) Paraskevopoulos, S. (TU Delft Sanitary Engineering; KWR Water Research Institute) Date 2022 Abstract Most water utilities have to handle a substantial number of customer complaints every year. Traditionally, complaints are handled by skilled staff who know how to identify primary issues, classify complaints, find solutions, and communicate with customers. The effort associated with complaint processing is often great, depending on the number of customers served by a water utility. However, the rise of natural language processing (NLP), enabled by deep learning, and especially the use of deep recurrent and convolutional neural networks, has created new opportunities for comprehending and interpreting text complaints. As such, we aim to investigate the value of the use of NLP for processing customer complaints. Through a case study about the Water Utility Groningen in the Netherlands, we demonstrate that NLP can parse language structures and extract intents and sentiments from customer complaints. As a result, this study represents a critical and fundamental step toward fully automating consumer complaint processing for water utilities. Subject Artificial intelligenceCustomer complaint processingNatural language processingWater sector To reference this document use: http://resolver.tudelft.nl/uuid:2f219c22-e0c9-4559-acb0-0663b7af23ac DOI https://doi.org/10.3390/w14040674 ISSN 2073-4441 Source Water, 14 (4) Part of collection Institutional Repository Document type journal article Rights © 2022 Xin Tian, Ina Vertommen, Lydia Tsiami, Peter van Thienen, S. Paraskevopoulos Files PDF water_14_00674.pdf 3.82 MB Close viewer /islandora/object/uuid:2f219c22-e0c9-4559-acb0-0663b7af23ac/datastream/OBJ/view