"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

Catalog of quasars from the Kilo-Degree Survey Data Release 3

We present a catalog of quasars selected from broad-band photometric ugri data of the Kilo-Degree Survey Data Release 3 (KiDS DR3). The QSOs are identified by the random forest (RF) supervised machine learning model, trained on SDSS DR14 spectroscopic data. We first cleaned the input KiDS data from entries with excessively noisy, missing or otherwise problematic measurements. Applying a feature importance analysis, we then tune the algorithm and identify in the KiDS multiband catalog the 17 most useful features for the classification, namely magnitudes, colors, magnitude ratios, and the stellarity index. We used the t-SNE algorithm to map the multi-dimensional photometric data onto 2D planes and compare the coverage of the training and inference sets. We limited the inference set to r<22 to avoid extrapolation beyond the feature space covered by training, as the SDSS spectroscopic sample is considerably shallower than KiDS. This gives 3.4 million objects in the final inference sample, from which the random forest identified 190,000 quasar candidates. Accuracy of 97%, purity of 91%, and completeness of 87%, as derived from a test set extracted from SDSS and not used in the training, are confirmed by comparison with external spectroscopic and photometric QSO catalogs overlapping with the KiDS footprint. The robustness of our results is strengthened by number counts of the quasar candidates in the r band, as well as by their mid-infrared colors available from WISE. An analysis of parallaxes and proper motions of our QSO candidates found also in Gaia DR2 suggests that a probability cut of p(QSO)>0.8 is optimal for purity, whereas p(QSO)>0.7 is preferable for better completeness. Our study presents the first comprehensive quasar selection from deep high-quality KiDS data and will serve as the basis for versatile studies of the QSO population detected by this survey.Comment: Data available from the KiDS website at http://kids.strw.leidenuniv.nl/DR3/quasarcatalog.php and the source code from https://github.com/snakoneczny/kids-quasar

Analyzing Learned Molecular Representations for Property Prediction

Advancements in neural machinery have led to a wide range of algorithmic solutions for molecular property prediction. Two classes of models in particular have yielded promising results: neural networks applied to computed molecular fingerprints or expert-crafted descriptors, and graph convolutional neural networks that construct a learned molecular representation by operating on the graph structure of the molecule. However, recent literature has yet to clearly determine which of these two methods is superior when generalizing to new chemical space. Furthermore, prior research has rarely examined these new models in industry research settings in comparison to existing employed models. In this paper, we benchmark models extensively on 19 public and 16 proprietary industrial datasets spanning a wide variety of chemical endpoints. In addition, we introduce a graph convolutional model that consistently matches or outperforms models using fixed molecular descriptors as well as previous graph neural architectures on both public and proprietary datasets. Our empirical findings indicate that while approaches based on these representations have yet to reach the level of experimental reproducibility, our proposed model nevertheless offers significant improvements over models currently used in industrial workflows