Author(s)

M. C. S. Lopes, G. S. Terra, N. F. F. Ebecken & G. G. Cunha

Abstract

Mining text databases on clients opinion for oil industry M. C. S. ~ o ~ e s ' , G. S. ~ e r r a ' . ~ , N. F. F. beck en' & G. G. ~unha' I COPPW UFRJ, Civil Engineering Department 2 CEFET-Campos/UNED-Maca6 Abstract This work presents the study related to a text database containing the opinions and complaints on services and products provided by an oil corporation. The study is performed in two phases. The first phase intended to perform a general mining, extracting important points and directives indicated by the data itself. The second phase is a more focused study, using the results obtained in the first phase to define possible and productive tasks to be performed in order to obtain real improvements to the corporation's marketing. 1 Introduction Large companies employ each year thousands of dollars in maintenance, improvements, and support in their call centers. Many companies use the information yielded by those services to get closer to their clients and understand their needs [I]. On

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