A Non-Sequential Representation of Sequential Data for Churn Prediction

We investigate the length of event sequence giving best predictions when using a continuous HMM approach to churn prediction from sequential data. Motivated by observations that predictions based on only the few most recent events seem to be the most accurate, a non-sequential dataset is constructed from customer event histories by averaging features of the last few events. A simple K-nearest neighbor algorithm on this dataset is found to give significantly improved performance. It is quite intuitive to think that most people will react only to events in the fairly recent past. Events related to telecommunications occurring months or years ago are unlikely to have a large impact on a customer’s future behaviour, and these results bear this out. Methods that deal with sequential data also tend to be much more complex than those dealing with simple nontemporal data, giving an added benefit to expressing the recent information in a non-sequential manner

"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

An audio-based sports video segmentation and event detection algorithm

In this paper, we present an audio-based event detection algorithm shown to be effective when applied to Soccer video. The main benefit of this approach is the ability to recognise patterns that display high levels of crowd response correlated to key events. The soundtrack from a Soccer sequence is first parameterised using Mel-frequency Cepstral coefficients. It is then segmented into homogenous components using a windowing algorithm with a decision process based on Bayesian model selection. This decision process eliminated the need for defining a heuristic set of rules for segmentation. Each audio segment is then labelled using a series of Hidden Markov model (HMM) classifiers, each a representation of one of 6 predefined semantic content classes found in Soccer video. Exciting events are identified as those segments belonging to a crowd cheering class. Experimentation indicated that the algorithm was more effective for classifying crowd response when compared to traditional model-based segmentation and classification techniques

Understanding of Object Manipulation Actions Using Human Multi-Modal Sensory Data

Object manipulation actions represent an important share of the Activities of Daily Living (ADLs). In this work, we study how to enable service robots to use human multi-modal data to understand object manipulation actions, and how they can recognize such actions when humans perform them during human-robot collaboration tasks. The multi-modal data in this study consists of videos, hand motion data, applied forces as represented by the pressure patterns on the hand, and measurements of the bending of the fingers, collected as human subjects performed manipulation actions. We investigate two different approaches. In the first one, we show that multi-modal signal (motion, finger bending and hand pressure) generated by the action can be decomposed into a set of primitives that can be seen as its building blocks. These primitives are used to define 24 multi-modal primitive features. The primitive features can in turn be used as an abstract representation of the multi-modal signal and employed for action recognition. In the latter approach, the visual features are extracted from the data using a pre-trained image classification deep convolutional neural network. The visual features are subsequently used to train the classifier. We also investigate whether adding data from other modalities produces a statistically significant improvement in the classifier performance. We show that both approaches produce a comparable performance. This implies that image-based methods can successfully recognize human actions during human-robot collaboration. On the other hand, in order to provide training data for the robot so it can learn how to perform object manipulation actions, multi-modal data provides a better alternative

Semantic labeling of places

Indoor environments can typically be divided into places with different functionalities like corridors, kitchens, offices, or seminar rooms. We believe that such semantic information enables a mobile robot to more efficiently accomplish a variety of tasks such as human-robot interaction, path-planning, or localization. In this paper, we propose an approach to classify places in indoor environments into different categories. Our approach uses AdaBoost to boost simple features extracted from vision and laser range data. Furthermore,we apply a Hidden Markov Model to take spatial dependencies between robot poses into account and to increase the robustness of the classification. Our technique has been implemented and tested on real robots as well as in simulation. Experiments presented in this paper demonstrate that our approach can be utilized to robustly classify places into semantic categories