Abstract

The purpose of this research is to develop a framework to analyze the content and a process of persuading process and its application to the communication for the debt-collecting process. It is possible for us to understand how the skilled workers have used the keyword groups concerning the motivation to pay, the payment methods and the payment confirmation in their conversations, to model a persuading process. There is no research and method to deal with a large amount of conversation logs for discovering useful knowledge about a persuading process. In this paper, we were successful in discovering a part of the distinctive features of skilled workers in their conversations for the overdue payment collection, applying our method to communication data in a Japanese telecommunications company.