# System Design for a Data-driven and Explainable Customer Sentiment Monitor

arXiv: https://arxiv.org/abs/2101.04086 · HTML: https://mlsanity.com/paper/2101.04086/

## Key facts

- Cited by 1 papers in the map (data through 14 Oct 2026).
- Builds on 6 of its 32 references that are in the map.
- First posted on arXiv 11 Jan 2021.

## Builds on (most cited first, 6 of 6)

- [A Unified Approach to Interpreting Model Predictions](https://mlsanity.com/paper/1705.07874/) (2017)
- [XGBoost: A Scalable Tree Boosting System](https://mlsanity.com/paper/1603.02754/) (2016)
- [Optuna: A Next-generation Hyperparameter Optimization Framework](https://mlsanity.com/paper/1907.10902/) (2019)
- [Imbalanced-learn: A Python Toolbox to Tackle the Curse of Imbalanced Datasets in Machine Learning](https://mlsanity.com/paper/1609.06570/) (2016)
- [Deep Learning for Unsupervised Insider Threat Detection in Structured Cybersecurity Data Streams](https://mlsanity.com/paper/1710.00811/) (2017)
- [What do Support Analysts Know about Their Customers? On the Study and Prediction of Support Ticket Escalations in Large Software Organizations](https://mlsanity.com/paper/1901.01092/) (2019)

## Built on by (most cited first, 1 of 1)

- [Soft Prompt Threats: Attacking Safety Alignment and Unlearning in Open-Source LLMs through the Embedding Space](https://mlsanity.com/paper/2402.09063/) (2024)

## Abstract (arXiv)

The most important goal of customer services is to keep the customer satisfied. However, service resources are always limited and must be prioritized. Therefore, it is important to identify customers who potentially become unsatisfied and might lead to escalations. Today this prioritization of customers is often done manually. Data science on IoT data (esp. log data) for machine health monitoring, as well as analytics on enterprise data for customer relationship management (CRM) have mainly been researched and applied independently. In this paper, we present a framework for a data-driven decision support system which combines IoT and enterprise data to model customer sentiment. Such decision support systems can help to prioritize customers and service resources to effectively troubleshoot problems or even avoid them. The framework is applied in a real-world case study with a major medical device manufacturer. This includes a fully automated and interpretable machine learning pipeline designed to meet the requirements defined with domain experts and end users. The overall framework is currently deployed, learns and evaluates predictive models from terabytes of IoT and enterprise data to actively monitor the customer sentiment for a fleet of thousands of high-end medical devices. Furthermore, we provide an anonymized industrial benchmark dataset for the research community.