Online Popularity and Topical Interests through the Lens of Instagram

Online socio-technical systems can be studied as proxy of the real world to investigate human behavior and social interactions at scale. Here we focus on Instagram, a media-sharing online platform whose popularity has been rising up to gathering hundred millions users. Instagram exhibits a mixture of features including social structure, social tagging and media sharing. The network of social interactions among users models various dynamics including follower/followee relations and users' communication by means of posts/comments. Users can upload and tag media such as photos and pictures, and they can "like" and comment each piece of information on the platform. In this work we investigate three major aspects on our Instagram dataset: (i) the structural characteristics of its network of heterogeneous interactions, to unveil the emergence of self organization and topically-induced community structure; (ii) the dynamics of content production and consumption, to understand how global trends and popular users emerge; (iii) the behavior of users labeling media with tags, to determine how they devote their attention and to explore the variety of their topical interests. Our analysis provides clues to understand human behavior dynamics on socio-technical systems, specifically users and content popularity, the mechanisms of users' interactions in online environments and how collective trends emerge from individuals' topical interests.Comment: 11 pages, 11 figures, Proceedings of ACM Hypertext 201

"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

Building a Sentiment Corpus of Tweets in Brazilian Portuguese

The large amount of data available in social media, forums and websites motivates researches in several areas of Natural Language Processing, such as sentiment analysis. The popularity of the area due to its subjective and semantic characteristics motivates research on novel methods and approaches for classification. Hence, there is a high demand for datasets on different domains and different languages. This paper introduces TweetSentBR, a sentiment corpora for Brazilian Portuguese manually annotated with 15.000 sentences on TV show domain. The sentences were labeled in three classes (positive, neutral and negative) by seven annotators, following literature guidelines for ensuring reliability on the annotation. We also ran baseline experiments on polarity classification using three machine learning methods, reaching 80.99% on F-Measure and 82.06% on accuracy in binary classification, and 59.85% F-Measure and 64.62% on accuracy on three point classification.Comment: Accepted for publication in 11th International Conference on Language Resources and Evaluation (LREC 2018

Personalization of tagging systems

Social media systems have encouraged end user participation in the Internet, for the purpose of storing and distributing Internet content, sharing opinions and maintaining relationships. Collaborative tagging allows users to annotate the resulting user-generated content, and enables effective retrieval of otherwise uncategorised data. However, compared to professional web content production, collaborative tagging systems face the challenge that end-users assign tags in an uncontrolled manner, resulting in unsystematic and inconsistent metadata. This paper introduces a framework for the personalization of social media systems. We pinpoint three tasks that would benefit from personalization: collaborative tagging, collaborative browsing and collaborative s