Thesis Defense - Yücel Doğan (MSDS)

Yücel Doğan – M.Sc. Data Science

Asst. Prof. Dr. Erinç Albey – Advisor

Date: 10.08.2022

Time: 14.00

Location: AB1 241

“AN APPLICABLE APPROACH TO AUTOMATE CUSTOMER COMPLAINTS”

Asst. Prof. Dr. Erinç Albey, Özyeğin University

Prof. Dr. Okan Örsan Özener, Özyeğin University

Prof. Dr. Mehmet Güray Güler, Yıldız Technical University

Abstract:

Customer complaint management is a critical and time-consuming process for institutions. For effective management and increased customer satisfaction, developing an instant and automated reply mechanism is essential. This phenomenon leads the motivation which helps data scientists to work for developing chatbots. For complex chatbots state of the art techniques of Natural Language Processing is essential to catch intend whereas its high costs. On the other hand, basic machine learning algorithms which is enhanced with NLP techniques can be more applicable for limited data resources. Also even with the help of Regular Expression techniques, quick and effective solutions can be achieved. This thesis covers the development process of a primitive chatbot which is developed by using customer complaints which are in Turkish language.

Bio:

Yücel DOĞAN received his B.S. degree in Industrial Engineering from Bogazici University in June 2009. In his professional career, he has worked as management consultant in Peppers&Rodgers, risk consultant in Marsh&McLennan Companies, limit risk manager in Turkcell. Currently, he has been working in ING as Head of Data Engineering and Artificial Intelligence.  By 2018, he joined Master of Science program in Data Science at Ozyegin University and has been working under the supervision of Asst. Prof. Dr. Erinç