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Automatic Complaints Classification in E-Commerce: A Case Study Using CRISP-DM
<p>The growth of e-commerce has been remarkable in recent years, driven by increasing consumer demand for attention and quick responses. Given the large volume of transactions and complaints accompanying this increase, automating the classification of these complaints can help quickly route them to the appropriate departments. This paper presents a computational approach using the Cross Industry Standard Process for Data Mining (CRISP-DM) methodology to automate the complaints screening process. We categorized 600 real complaints from three e-commerce platforms in Brazil. The learning model was trained progressively, using an initial set of 25 complaints in each category. The classification model obtained an accuracy of 85\% and an average of over 80\% across all relevant metrics, including precision, recall, and F1-Score. The results confirmed the effectiveness of the developed model for automated complaint classification in e-commerce, providing a computational strategy that improves the customer service process and allows for quicker problem resolution.</p>
FIG. 44 in Horses in the suburbs of a medieval city - a case study from Brno (Czech Republic)
FIG. 44. — Proliferative periosteal lesions on the rib of the horse T_3258. Scale bar: 5 cm.
FIG. 34 in Horses in the suburbs of a medieval city - a case study from Brno (Czech Republic)
FIG. 34. — Distal phalanges (from the top) of the horses T_3164, T_3256, and M_802. Scale bar 5 cm.
FIG. 29. — Horse K in Horses in the suburbs of a medieval city - a case study from Brno (Czech Republic)
FIG. 29. — Horse K_802: bone proliferation and cavity on the third tarsal bone. Scale bar: 5 cm.
FIG. 45 in Horses in the suburbs of a medieval city - a case study from Brno (Czech Republic)
FIG. 45. — Proliferative periosteal lesions on the rib of the horse T_3258. Scale bar: 5 cm.
FIG. 18 in Horses in the suburbs of a medieval city - a case study from Brno (Czech Republic)
FIG. 18. — Occlusal bevel on second premolars of the horse T_1490. Scale bar: 5 cm.
FIG. 17 in Horses in the suburbs of a medieval city - a case study from Brno (Czech Republic)
FIG. 17. — Enamel/dentine exposure on the second premolar of the horse T_3257. Scale bar: 1 cm.
FIG. 19 in Horses in the suburbs of a medieval city - a case study from Brno (Czech Republic)
FIG. 19. — Pitting on the maxillary bone of the horse T_3256. Scale bar: 5 cm.
FIG. 36. — Horse M in Horses in the suburbs of a medieval city - a case study from Brno (Czech Republic)
FIG. 36. — Horse M_802: degraded posterior distal phalanx. Scale bar: 5 cm.
FIG. 9 in Horses in the suburbs of a medieval city - a case study from Brno (Czech Republic)
FIG. 9. — Křídlovická Street, Brno: horse K_801. Courtesy of Archaia Brno.
FIG. 1 in Horses in the suburbs of a medieval city - a case study from Brno (Czech Republic)
FIG. 1. — Localization of the investigated sites south of the city of Brno (Czech Republic).
FIG. 5 in Horses in the suburbs of a medieval city - a case study from Brno (Czech Republic)
FIG. 5. — Trnitá Street, Brno: horse T_3164. Courtesy of Archaia Brno.
FIG. 2 in Horses in the suburbs of a medieval city - a case study from Brno (Czech Republic)
FIG. 2. — Suburban villages south of Brno (Joris Hoefnagel, 1617).
FIG. 8 in Horses in the suburbs of a medieval city - a case study from Brno (Czech Republic)
FIG. 8. — Křídlovická Street, Brno: horse K_800. Courtesy of Archaia Brno.
FIG. 7 in Horses in the suburbs of a medieval city - a case study from Brno (Czech Republic)
FIG. 7. — Křídlovická Street, Brno: excavated plot with horse burials. Courtesy of Archaia Brno.
FIG. 12 in Horses in the suburbs of a medieval city - a case study from Brno (Czech Republic)
FIG. 12.— Modřice: horses M_802, M_803.
FIG. 4 in Horses in the suburbs of a medieval city - a case study from Brno (Czech Republic)
FIG. 4. — Trnitá Street, Brno: horse T_1490. Courtesy of Archaia Brno.
FIG. 6 in Horses in the suburbs of a medieval city - a case study from Brno (Czech Republic)
FIG. 6. — Trnitá Street, Brno: horses T_3256, T_3257, T_3258. Courtesy of Archaia Brno.
TABLE 9 in Horses in the suburbs of a medieval city - a case study from Brno (Czech Republic)
<p>TABLE 9. — Strontium radiogenic isotopic composition of 10 studied horses from Brno region. Abbreviations and symbols: <b>d</b>, duplicate; <b>2 s.e.</b>, two standard error; <b>±1 σ</b>, standard deviation between two enamel samples from same horse; <b>*</b>, fragments of mandible not included in zooarchaeological analysis.</p><table><tbody><tr><th></th><th><b>Lab N</b></th><th><b>Sample</b></th><th><b>ID</b></th><th><b>Tooth</b></th><th><b>87</b> <b>Sr/</b> <b>86</b> <b>Sr</b></th><th><b>2 s.e.</b></th><th><b>±1 σ</b></th></tr><tr><th>Brno, Trnitá</th></tr></tbody><tbody><tr><th>1</th><td>4859</td><td>1-B-Tr</td><td>T_1490 M1</td><td>0.709355</td><td>±17</td><td>0.00001</td></tr><tr><th></th><td>4859d –</td><td>–</td><td>–</td><td>0.709361</td><td>±12</td><td>–</td></tr><tr><th></th><td>4860</td><td>2-B-Tr</td><td>–</td><td>I</td><td>0.709375</td><td>±19</td><td>–</td></tr><tr><th>2</th><td>4861</td><td>3-B-Tr</td><td>T_3256 M1</td><td>0.715298</td><td>±11</td><td>–</td></tr><tr><th></th><td>4861d</td><td>–</td><td>–</td><td>–</td><td>0.715262</td><td>±10</td><td>–</td></tr><tr><th></th><td>4862</td><td>4-B-Tr</td><td>–</td><td>I3</td><td>0.711503</td><td>±18</td><td>–</td></tr><tr><th></th><td>4862d –</td><td>–</td><td>–</td><td>0.711506</td><td>±20</td><td>–</td></tr><tr><th></th><td>5026</td><td>–</td><td>–</td><td>3rd</td><td>0.712181</td><td>±07</td><td>–</td></tr><tr><th>phalanx</th></tr><tr><th>articular</th></tr><tr><th>surface</th></tr><tr><th>3</th><td>4863</td><td>5-B-Tr</td><td>T_3257 I3</td><td>0.711265</td><td>±11</td><td>0.00052</td></tr><tr><th></th><td>4864</td><td>6-B-Tr</td><td>–</td><td>M1</td><td>0.710531</td><td>±16</td><td>–</td></tr><tr><th>4</th><td>4866</td><td>8-B-Tr</td><td>T_3258 M1</td><td>0.710525</td><td>±10</td><td>0.00052</td></tr><tr><th></th><td>4867</td><td>9-B-Tr</td><td>–</td><td>I3</td><td>0.709787</td><td>±13</td><td>–</td></tr><tr><th>5</th><td>4868</td><td>10-B-Tr</td><td>T_420</td><td>M1</td><td>0.712012</td><td>±08</td><td>0.00017</td></tr><tr><th></th><td>4869</td><td>11-B-Tr</td><td>–</td><td>P</td><td>0.711772</td><td>±07</td><td>–</td></tr><tr><th>Brno, Křídlovická</th></tr><tr><th>6</th><td>4870</td><td>12-B-Kř</td><td>K_801</td><td>Dp</td><td>0.710733</td><td>±09</td><td>–</td></tr><tr><th></th><td>4871</td><td>13-B-Kř</td><td>K_802</td><td>M1</td><td>0.710135</td><td>±17</td><td>0.0001</td></tr><tr><th>7</th><td>4872</td><td>14-B-Kř</td><td>–</td><td>I3</td><td>0.709992</td><td>±16</td><td>–</td></tr><tr><th>8*</th><td>4873</td><td>15-B-Kř</td><td>K_803*</td><td>M1 or</td><td>0.709758</td><td>±13</td><td>0.00008</td></tr><tr><th></th><td></td><td></td><td></td><td>M2</td><td></td><td></td><td></td></tr><tr><th></th><td>4874</td><td>16-B-Kř</td><td>–</td><td>I2</td><td>0.709874</td><td>±14</td><td>–</td></tr><tr><th>Modřice</th></tr><tr><th>9</th><td>4875</td><td>17-Mod M_803</td><td>I2, foal</td><td>0.711005</td><td>±14</td><td>0.00011</td></tr><tr><th>10</th><td>4876</td><td>18-Mod M_802</td><td>P</td><td>0.711333</td><td>±09</td><td>0.000001</td></tr><tr><th></th><td>4877</td><td>19-Mod</td><td>–</td><td>I3</td><td>0.711334</td><td>±13</td><td>–</td></tr></tbody></table>
TABLE 6 in Horses in the suburbs of a medieval city - a case study from Brno (Czech Republic)
<p>TABLE 6. — Comparison of the wither’s height of horses from Brno with the Czech Medieval and Modern archaeological sites.Estimated withers height is given for each element together with mean withers heigh and standard deviation (<b>±1σ</b>). Abbreviations: <b>F</b>, femur; <b>H</b>, humerus; <b>MC</b>, metacarpus; <b>MT</b>, metatarsus; <b>R</b>, radius; <b>T</b>, tibia.</p><table><tbody><tr><th></th><th></th><th></th><th></th><th></th><th></th><th></th><th><b>Number of</b></th><th></th><th></th></tr><tr><th><b>ID</b></th><th><b>Period</b></th><th><b>H</b></th><th><b>F</b></th><th><b>R</b></th><th><b>T</b></th><th><b>MC</b></th><th><b>MT</b></th><th><b>Measurements Mean</b></th><th><b>±1 σ</b></th></tr></tbody><tbody><tr><th>T_1490</th><td>Late Medieval –</td><td>142 144.2-145.3</td><td>144.7-145.1</td><td>146</td><td>145.2</td><td>–</td><td>8</td><td>144.7</td><td>1.2</td></tr><tr><td>Early Modern</td><td></td><td></td><td></td><td></td><td></td><td></td><td></td><td></td><td></td></tr><tr><th>T_3256</th><td>Late Medieval – 136.9-137.3</td><td>137.6</td><td>136.1-136.5</td><td>137.7-138.5</td><td>136.1</td><td>138.3-139.4</td><td>11</td><td>137.3</td><td>1.1</td></tr><tr><td>Early Modern</td><td></td><td></td><td></td><td></td><td></td><td></td><td></td><td></td><td></td></tr><tr><th>T_3257</th><td>Late Medieval –</td><td>–</td><td>142.5</td><td>–</td><td>–</td><td>–</td><td>–</td><td>1</td><td>142.5</td><td>–</td></tr><tr><td>Early Modern</td><td></td><td></td><td></td><td></td><td></td><td></td><td></td><td></td><td></td></tr><tr><th>T_3258</th><td>Late Medieval –</td><td>147-148</td><td>153</td><td>146.8-147.2</td><td>150</td><td>142.2</td><td>145.1-146.2</td><td>11</td><td>147</td><td>3.2</td></tr><tr><td>Early Modern</td><td></td><td></td><td></td><td></td><td></td><td></td><td></td><td></td><td></td></tr><tr><th>T_3164</th><td>Late Medieval –</td><td>138.7 143.9-144.6</td><td>142-143.9</td><td>147.2</td><td>147.1</td><td>149.8-150.4</td><td>10</td><td>145.5</td><td>3.5</td></tr><tr><td>Early Modern</td><td></td><td></td><td></td><td></td><td></td><td></td><td></td><td></td><td></td></tr><tr><th>M_802</th><td>Late Medieval – 136.4-136.9</td><td>140</td><td>141.8</td><td>141.7-142.1</td><td>142.8-143.4</td><td>147.2</td><td>10</td><td>141.9</td><td>3.6</td></tr><tr><th>Early Modern</th></tr><tr><th>K_801</th><td>Early Modern</td><td>–</td><td>–</td><td>139.4</td><td>141.7</td><td>144-144.6</td><td>146.2</td><td>6</td><td>143.7</td><td>2.7</td></tr><tr><th>K_802</th><td>Early Modern</td><td>141-142</td><td>146.3 <i>c</i>. 144.7-145.5</td><td>145.6</td><td>148.3-148.9</td><td>149.8-150.4</td><td>8 (10)</td><td>146.5</td><td>3.5</td></tr><tr><td>Modern 136.4-145.7</td><td>138-148.8</td><td>135.3-166.5</td><td>153.9-156.3</td><td>131.8-156.2</td><td>146.7-149.3</td><td>25</td><td>146.6</td><td>8</td></tr><tr><td>Late Medieval – 136.4-148 137.6-153</td><td>136.1-147.2</td><td>137.7-150</td><td>136.1-148.9</td><td>138.3-150.4</td><td>65</td><td>143.6</td><td>4.3</td></tr><tr><td>Early Modern</td><td></td><td></td><td></td><td></td><td></td><td></td><td></td><td></td><td></td></tr><tr><td>Early Medieval 130.4-138.3 131.9-142.9</td><td>122-149</td><td>129.5-148.6</td><td>123.3-149.5</td><td>120.9-146.4</td><td>226</td><td>136.5</td><td>5.8</td></tr><tr><td>Migration 128.5-134.6</td><td>127.4</td><td>135.2-138.1</td><td>131.4-139.3</td><td>132.4-137.9</td><td>135.7-144.1</td><td>25</td><td>135.4</td><td>3.6</td></tr></tbody></table>
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