Shreya Singh

M S Ramaiah University of Applied Sciences

Papers

Total Citations

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About

Shreya Singh is a rising researcher at the intersection of social media analytics and intelligent automation. Her work focuses on harnessing computational methods to improve customer service operations, particularly on platforms like Twitter, where the volume of user-generated content often overwhelms human support teams. In her highly cited 2023 paper, "Analyzing and Automating Customer Service Queries on Twitter Using Robotic Process Automation," Singh introduces a novel framework that combines natural language processing with robotic process automation (RPA) to automatically detect, categorize, and prioritize customer complaints from product-related tweets. This contribution addresses a critical bottleneck in modern customer relations, enabling companies to respond more efficiently to disgruntled users while reducing the manual workload on service professionals. Though early in her career, Singh’s work has already garnered attention for its practical applicability, earning 6 citations and establishing her as a promising voice in applied AI research. Her ongoing efforts promise to further bridge the gap between unstructured social media data and actionable business intelligence.