18,498 research outputs found
"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
Finding the right answer: an information retrieval approach supporting knowledge sharing
Knowledge Management can be defined as the effective strategies to get the right piece of knowledge to the right person in the right time. Having the main purpose of providing users with information items of their interest, recommender systems seem to be quite valuable for organizational knowledge management environments. Here we
present KARe (Knowledgeable Agent for Recommendations), a multiagent recommender system that supports users sharing knowledge in a peer-to-peer environment. Central to this work is the assumption that social interaction is essential for the creation and dissemination of new knowledge. Supporting social interaction, KARe allows users to share knowledge through questions and answers. This paper describes KAReļæ½s agent-oriented architecture and presents its recommendation algorithm
Using PeerWise to support the transition to higher education
Ā© 2019 Contributing Author
The Social World of Content Abusers in Community Question Answering
Community-based question answering platforms can be rich sources of
information on a variety of specialized topics, from finance to cooking. The
usefulness of such platforms depends heavily on user contributions (questions
and answers), but also on respecting the community rules. As a crowd-sourced
service, such platforms rely on their users for monitoring and flagging content
that violates community rules.
Common wisdom is to eliminate the users who receive many flags. Our analysis
of a year of traces from a mature Q&A site shows that the number of flags does
not tell the full story: on one hand, users with many flags may still
contribute positively to the community. On the other hand, users who never get
flagged are found to violate community rules and get their accounts suspended.
This analysis, however, also shows that abusive users are betrayed by their
network properties: we find strong evidence of homophilous behavior and use
this finding to detect abusive users who go under the community radar. Based on
our empirical observations, we build a classifier that is able to detect
abusive users with an accuracy as high as 83%.Comment: Published in the proceedings of the 24th International World Wide Web
Conference (WWW 2015
Answers to Health Questions: Internet Search Results Versus Online Health Community Responses
Background: About 6 million people search for health information on the Internet each day in the United States. Both patients and caregivers search for information about prescribed courses of treatments, unanswered questions after a visit to their providers, or diet and exercise regimens. Past literature has indicated potential challenges around quality in health information available on the Internet. However, diverse information exists on the Internetāranging from government-initiated webpages to personal blog pages. Yet we do not fully understand the strengths and weaknesses of different types of information available on the Internet.
Objective: The objective of this research was to investigate the strengths and challenges of various types of health information available online and to suggest what information sources best fit various question types.
Methods: We collected questions posted to and the responses they received from an online diabetes community and classified them according to Rothwellās classification of question types (fact, policy, or value questions). We selected 60 questions (20 each of fact, policy, and value) and the replies the questions received from the community. We then searched for responses to the same questions using a search engine and recorded the
Results: Community responses answered more questions than did search results overall. Search results were most effective in answering value questions and least effective in answering policy questions. Community responses answered questions across question types at an equivalent rate, but most answered policy questions and the least answered fact questions. Value questions were most answered by community responses, but some of these answers provided by the community were incorrect. Fact question search results were the most clinically valid.
Conclusions: The Internet is a prevalent source of health information for people. The information quality people encounter online can have a large impact on them. We present what kinds of questions people ask online and the advantages and disadvantages of various information sources in getting answers to those questions. This study contributes to addressing peopleās online health information needs
Answers to Health Questions: Internet Search Results Versus Online Health Community Responses
Background: About 6 million people search for health information on the Internet each day in the United States. Both patients and caregivers search for information about prescribed courses of treatments, unanswered questions after a visit to their providers, or diet and exercise regimens. Past literature has indicated potential challenges around quality in health information available on the Internet. However, diverse information exists on the Internetāranging from government-initiated webpages to personal blog pages. Yet we do not fully understand the strengths and weaknesses of different types of information available on the Internet. Objective: The objective of this research was to investigate the strengths and challenges of various types of health information available online and to suggest what information sources best fit various question types. Methods: We collected questions posted to and the responses they received from an online diabetes community and classified them according to Rothwellās classification of question types (fact, policy, or value questions). We selected 60 questions (20 each of fact, policy, and value) and the replies the questions received from the community. We then searched for responses to the same questions using a search engine and recorded the Results: Community responses answered more questions than did search results overall. Search results were most effective in answering value questions and least effective in answering policy questions. Community responses answered questions across question types at an equivalent rate, but most answered policy questions and the least answered fact questions. Value questions were most answered by community responses, but some of these answers provided by the community were incorrect. Fact question search results were the most clinically valid. Conclusions: The Internet is a prevalent source of health information for people. The information quality people encounter online can have a large impact on them. We present what kinds of questions people ask online and the advantages and disadvantages of various information sources in getting answers to those questions. This study contributes to addressing peopleās online health information needs
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