Discovering Business Processes in CRM Systems by leveraging unstructured text data

Banziger, R.B., Basukoski, A. and Chaussalet, T.J. 2018. Discovering Business Processes in CRM Systems by leveraging unstructured text data. The 4th IEEE International Conference on Data Science and Systems (DSS-2018). Exeter, UK 28 - 30 Jun 2018 IEEE . doi:10.1109/HPCC/SmartCity/DSS.2018.00257

TitleDiscovering Business Processes in CRM Systems by leveraging unstructured text data
AuthorsBanziger, R.B., Basukoski, A. and Chaussalet, T.J.
TypeConference paper
Abstract

Recent research has proven the feasibility of using Process Mining algorithms to discover business processes from event logs of structured data. However, many IT systems also store a considerable amount of unstructured data. Customer Relationship Management (CRM) Systems typically store information about interactions with customers, such as emails, phone calls, meetings, etc. These activities are characteristically made up of unstructured data, such as a free text subject and description of the interaction, but only limited structured data is available to classify them. This poses a problem to the traditional Process Mining approach that relies on an event log made up of clearly categorised activities. This paper proposes an original framework to mine processes from CRM data, by leveraging the unstructured part of the data. This method uses Latent Dirichlet Allocation (LDA), an unsupervised machine learning technique, to automatically detect and assign labels to activities. This framework does not require any human intervention. A case study with real-world CRM data validates the feasibility of our approach.

KeywordsProcess Mining, Process Discovery, Customer Relationship Management, CRM, Business Process Management, Latent Dirichlet Allocation.
Year2018
ConferenceThe 4th IEEE International Conference on Data Science and Systems (DSS-2018)
PublisherIEEE
Accepted author manuscript2018-05-21 Discovering Business Processes.pdf
Publication dates
Published24 Jan 2019
ISBN9781538666159
Digital Object Identifier (DOI)doi:10.1109/HPCC/SmartCity/DSS.2018.00257

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The ICMCC second conference on "Medical and Care Compunetics"
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A model-based approach to the analysis of patterns of length of stay in institutional long-term care
Xie, H., Chaussalet, T.J. and Millard, P.H. 2006. A model-based approach to the analysis of patterns of length of stay in institutional long-term care. IEEE Transactions on Information Technology in Biomedicine. 10 (3), pp. 512-518. doi:10.1109/TITB.2005.863820

A clausal resolution method for extended computation tree logic ECTL
Bolotov, A. and Basukoski, A. 2006. A clausal resolution method for extended computation tree logic ECTL. Journal of Applied Logic. 4 (2), pp. 141-167. doi:10.1016/j.jal.2005.06.003

Specification and verification of reconfiguration protocols in grid component systems
Basso, A., Bolotov, A., Basukoski, A., Getov, Vladimir, Henrio, L. and Urbanski, M. 2006. Specification and verification of reconfiguration protocols in grid component systems. CoreGRID. doi:CoreGRIDTechnicalReportNumberTR-0042

A clausal resolution method for branching-time logic ECTL+
Bolotov, A. and Basukoski, A. 2006. A clausal resolution method for branching-time logic ECTL+. Annals of Mathematics and Artificial Intelligence. 46 (3), pp. 235-263. doi:10.1007/s10472-006-9018-1

A method for determining an emergency readmission time window for better patient management
Demir, E., Chaussalet, T.J., Xie, H. and Millard, P.H. 2006. A method for determining an emergency readmission time window for better patient management. in: Lee, D.J., Nutter, B., Antani, S., Mitra, S. and Archibald, J. (ed.) Nineteenth IEEE International Symposium on Computer-Based Medical Systems: 22-23 June June 2006, Salt Lake City, Utah. Proceedings Las Alamitos, USA IEEE . pp. 789-793

A system for patient management based discrete-event simulation and hierarchical clustering
Codrington-Virtue, A., Chaussalet, T.J., Millard, P.H., Whittlestone, P. and Kelly, J. 2006. A system for patient management based discrete-event simulation and hierarchical clustering. in: Lee, D.J., Nutter, B., Antani, S., Mitra, S. and Archibald, J. (ed.) Nineteenth IEEE International Symposium on Computer-Based Medical Systems: 22-23 June 2006, Salt Lake City, Utah. Proceedings Las Alamitos, USA IEEE . pp. 800-804

A closed queueing network approach to the analysis of patient flow in health care systems
Chaussalet, T.J., Xie, H. and Millard, P.H. 2006. A closed queueing network approach to the analysis of patient flow in health care systems. Methods of Information in Medicine. 45 (5), pp. 492-497.

Natural deduction calculus for linear-time temporal logic
Bolotov, A., Basukoski, A., Grigoriev, O. and Shangin, V. 2006. Natural deduction calculus for linear-time temporal logic. in: Fisher, M., van der Hoek, W., Konev, B. and Lisitsa, A. (ed.) Logics in artificial intelligence: 10th European conference, JELIA 2006: Liverpool, UK September 13-15 2006: proceedings Berlin, Germany Springer.

Specification and verification of reconfiguration protocols in grid component systems
Basso, A., Bolotov, A., Basukoski, A., Getov, Vladimir, Henrio, L. and Urbanski, M. 2006. Specification and verification of reconfiguration protocols in grid component systems. in: Proceedings of the 3rd IEEE International Conference on Intelligent Systems (IS-2006) Los Alamitos, USA IEEE . pp. 450-455

On the use of multi-state multi-census techniques for modelling the survival of elderly people in institutional long-term care
Pelletier, C., Chaussalet, T.J. and Xie, H. 2005. On the use of multi-state multi-census techniques for modelling the survival of elderly people in institutional long-term care. IMA Journal of Management Mathematics. 16 (3), pp. 255-264. doi:10.1093/imaman/dpi021

A framework for predicting gross institutional long-term care cost arising from known commitments at local authority level
Pelletier, C., Chaussalet, T.J. and Xie, H. 2005. A framework for predicting gross institutional long-term care cost arising from known commitments at local authority level. Journal of the Operational Research Society. 56 (2), pp. 144-152. doi:10.1057/palgrave.jors.2601892

A software tool to aid budget planning for long-term care at local authority level
Xie, H., Chaussalet, T.J., Toffa, S.E. and Crowther, P. 2005. A software tool to aid budget planning for long-term care at local authority level. in: Bos, L., Laxminarayan, S. and Marsh, A.J. (ed.) Medical and care compunetics 2 Oxford, UK IOS Press.

A tool for studying the effects of residents' attributes on patterns of length of stay in long-term care
Xie, H., Chaussalet, T.J. and Millard, P.H. 2005. A tool for studying the effects of residents' attributes on patterns of length of stay in long-term care. in: Tsymbal, A. and Cunningham, P. (ed.) Proceedings of the 18th IEEE Symposium on Computer-Based Medical Systems: 23-25 June 2005, Dublin, Ireland USA IEEE . pp. 473-478

Crossing heterogeneous information sources for better analysis in long term care for elderly people
Pelletier, C., Szirbik, N. and Chaussalet, T.J. 2005. Crossing heterogeneous information sources for better analysis in long term care for elderly people. in: Bos, L., Laxminarayan, S. and Marsh, A.J. (ed.) Medical and care compunetics 2 Oxford, UK IOS Press.

An interactive framework for developing simulation models of hospital accident and emergency services
Codrington-Virtue, A., Whittlestone, P., Kelly, J. and Chaussalet, T.J. 2005. An interactive framework for developing simulation models of hospital accident and emergency services. in: Bos, L., Laxminarayan, S. and Marsh, A.J. (ed.) Medical and care compunetics 2 Oxford, UK IOS Press.

Search strategies for resolution in CTL-type logics: extension and complexity
Basukoski, A. and Bolotov, A. 2005. Search strategies for resolution in CTL-type logics: extension and complexity. in: 12th International Symposium on Temporal Representation and Reasoning, 2005: TIME 2005 Los Alamitos, USA IEEE . pp. 195-197

A continuous time Markov model for the length of stay of elderly people in institutional long-term care
Xie, H., Chaussalet, T.J. and Millard, P.H. 2005. A continuous time Markov model for the length of stay of elderly people in institutional long-term care. Journal of the Royal Statistical Society: Series A. 168 (1), pp. 51-61. doi:10.1111/j.1467-985X.2004.00335.x

Integrating data on the long-term care for elderly people from heterogeneous sources in support of research
Chaussalet, T.J. and Thompson, W.A. 2004. Integrating data on the long-term care for elderly people from heterogeneous sources in support of research. in: Proceedings of the 10th Mediterranean Conference of the International Federation for Medical and Biological Engineering (MEDICON 2004), Ischia, Italy, 31 Jul - 5 Aug 2004 Ghedimedia.

A clausal resolution method for branching-time logic ECTL+
Bolotov, A. and Basukoski, A. 2004. A clausal resolution method for branching-time logic ECTL+. in: Combi, C. (ed.) 11th International Symposium on Temporal Representation and Reasoning: (TIME 2004), Tatihou, Normandie, France, 1-3 July 2004 IEEE . pp. 140-147

Time for a new approach for reporting herbal medicine adverse events?
Peters, D., Donaldson, J., Chaussalet, T.J., Toffa, S.E., Whitehouse, J., Carroll, D. and Barry, P. 2003. Time for a new approach for reporting herbal medicine adverse events? Journal of Alternative & Complementary Medicine. 9 (5), pp. 607-609.

Modelling survival in long term care of older people
Pelletier, C., Chaussalet, T.J. and Millard, P.H. 2003. Modelling survival in long term care of older people. 1st MEDINF International Conference on Medical Informatics and Engineering (MEDINF 2003). Craiova, Romania 06-09 Oct 2003

Modelling decisions of a multidisciplinary panel for admission to long-term care
Xie, H., Chaussalet, T.J., Thompson, W.A. and Millard, P.H. 2002. Modelling decisions of a multidisciplinary panel for admission to long-term care. Health Care Management Science. 5 (4), pp. 291-295. doi:10.1023/A:1020338308191

Data requirements in a model of the natural history of Alzheimer's disease
Chaussalet, T.J. and Thompson, W.A. 2001. Data requirements in a model of the natural history of Alzheimer's disease. Health Care Management Science. 4 (1), pp. 13-19. doi:10.1023/A:1009689329661

Subgroup analyses of cost of care in a Markov model of the natural history of Alzheimer's disease
Thompson, W.A. and Chaussalet, T.J. 2001. Subgroup analyses of cost of care in a Markov model of the natural history of Alzheimer's disease. in: Simulation in the Health and Medical Sciences 2001: Proceedings of the 2001 Western Multiconference, January 7-11 2001, Phoenix, Arizona California, USA Society for Computer Simulation. pp. 41-44

Editorial: Modelling the process of care
Chaussalet, T.J. and El-Darzi, E. 2001. Editorial: Modelling the process of care. Health Care Management Science. 4 (1), p. 5. doi:10.1023/A:1009659711914

Permalink - https://westminsterresearch.westminster.ac.uk/item/q598q/discovering-business-processes-in-crm-systems-by-leveraging-unstructured-text-data


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