"How May I Help You?": Modeling Twitter Customer Service Conversations Using Fine-Grained Dialogue Acts

Given the increasing popularity of customer service dialogue on Twitter, analysis of conversation data is essential to understand trends in customer and agent behavior for the purpose of automating customer service interactions. In this work, we develop a novel taxonomy of fine-grained "dialogue acts" frequently observed in customer service, showcasing acts that are more suited to the domain than the more generic existing taxonomies. Using a sequential SVM-HMM model, we model conversation flow, predicting the dialogue act of a given turn in real-time. We characterize differences between customer and agent behavior in Twitter customer service conversations, and investigate the effect of testing our system on different customer service industries. Finally, we use a data-driven approach to predict important conversation outcomes: customer satisfaction, customer frustration, and overall problem resolution. We show that the type and location of certain dialogue acts in a conversation have a significant effect on the probability of desirable and undesirable outcomes, and present actionable rules based on our findings. The patterns and rules we derive can be used as guidelines for outcome-driven automated customer service platforms.Comment: 13 pages, 6 figures, IUI 201

Applying autonomy to distributed satellite systems: Trends, challenges, and future prospects

While monolithic satellite missions still pose significant advantages in terms of accuracy and operations, novel distributed architectures are promising improved flexibility, responsiveness, and adaptability to structural and functional changes. Large satellite swarms, opportunistic satellite networks or heterogeneous constellations hybridizing small-spacecraft nodes with highperformance satellites are becoming feasible and advantageous alternatives requiring the adoption of new operation paradigms that enhance their autonomy. While autonomy is a notion that is gaining acceptance in monolithic satellite missions, it can also be deemed an integral characteristic in Distributed Satellite Systems (DSS). In this context, this paper focuses on the motivations for system-level autonomy in DSS and justifies its need as an enabler of system qualities. Autonomy is also presented as a necessary feature to bring new distributed Earth observation functions (which require coordination and collaboration mechanisms) and to allow for novel structural functions (e.g., opportunistic coalitions, exchange of resources, or in-orbit data services). Mission Planning and Scheduling (MPS) frameworks are then presented as a key component to implement autonomous operations in satellite missions. An exhaustive knowledge classification explores the design aspects of MPS for DSS, and conceptually groups them into: components and organizational paradigms; problem modeling and representation; optimization techniques and metaheuristics; execution and runtime characteristics and the notions of tasks, resources, and constraints. This paper concludes by proposing future strands of work devoted to study the trade-offs of autonomy in large-scale, highly dynamic and heterogeneous networks through frameworks that consider some of the limitations of small spacecraft technologies.Postprint (author's final draft

A taxonomy for interactive educational multimedia

Learning is more than knowledge acquisition; it often involves the active participation of the learner in a variety of knowledge- and skills-based learning and training activities. Interactive multimedia technology can support the variety of interaction channels and languages required to facilitate interactive learning and teaching. We will present a taxonomy for interactive educational multimedia that supports the classification, description and development of such systems. Such a taxonomy needs to embed multimedia technology into a coherent educational context. A conceptual framework based on an integrated interaction model is needed to capture learning and training activities in an online setting from an educational perspective, describe them in the human-computer context, and integrate them with mechanisms and principles of multimedia interaction

Agent Based Modeling and Simulation: An Informatics Perspective

The term computer simulation is related to the usage of a computational model in order to improve the understanding of a system's behavior and/or to evaluate strategies for its operation, in explanatory or predictive schemes. There are cases in which practical or ethical reasons make it impossible to realize direct observations: in these cases, the possibility of realizing 'in-machina' experiments may represent the only way to study, analyze and evaluate models of those realities. Different situations and systems are characterized by the presence of autonomous entities whose local behaviors (actions and interactions) determine the evolution of the overall system; agent-based models are particularly suited to support the definition of models of such systems, but also to support the design and implementation of simulators. Agent-Based models and Multi-Agent Systems (MAS) have been adopted to simulate very different kinds of complex systems, from the simulation of socio-economic systems to the elaboration of scenarios for logistics optimization, from biological systems to urban planning. This paper discusses the specific aspects of this approach to modeling and simulation from the perspective of Informatics, describing the typical elements of an agent-based simulation model and the relevant research.Multi-Agent Systems, Agent-Based Modeling and Simulation

An End-to-End Conversational Style Matching Agent

We present an end-to-end voice-based conversational agent that is able to engage in naturalistic multi-turn dialogue and align with the interlocutor's conversational style. The system uses a series of deep neural network components for speech recognition, dialogue generation, prosodic analysis and speech synthesis to generate language and prosodic expression with qualities that match those of the user. We conducted a user study (N=30) in which participants talked with the agent for 15 to 20 minutes, resulting in over 8 hours of natural interaction data. Users with high consideration conversational styles reported the agent to be more trustworthy when it matched their conversational style. Whereas, users with high involvement conversational styles were indifferent. Finally, we provide design guidelines for multi-turn dialogue interactions using conversational style adaptation

Human Motion Trajectory Prediction: A Survey

With growing numbers of intelligent autonomous systems in human environments, the ability of such systems to perceive, understand and anticipate human behavior becomes increasingly important. Specifically, predicting future positions of dynamic agents and planning considering such predictions are key tasks for self-driving vehicles, service robots and advanced surveillance systems. This paper provides a survey of human motion trajectory prediction. We review, analyze and structure a large selection of work from different communities and propose a taxonomy that categorizes existing methods based on the motion modeling approach and level of contextual information used. We provide an overview of the existing datasets and performance metrics. We discuss limitations of the state of the art and outline directions for further research.Comment: Submitted to the International Journal of Robotics Research (IJRR), 37 page