"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

PROSEDUR MENANGANI KELUHAN NASABAH OLEH CUSTOMER SERVICE PADA PT. BANK RAKYAT INDONESIA (PERSERO) Tbk. UNIT SOEKARNO HATTA MALANG

The task of a customer service person is to serve customers and fulfill customer desires according to the customer's requests. As the front guard, customer service is obliged to provide maximum service to customers. Service at a bank is not only about serving in terms of offering bank products and services, but also serving customer complaints based on the bank products and services they receive. The discomfort felt by customers causes customers to submit their complaints. This is the task of customer service in serving and resolving customer complaints. The method used in this research is descriptive qualitative. Data collection techniques use observation and interviews. The informants in the interviews came from office employees at the research location. The data analysis technique uses narrative analysis based on interview results. The results of this research indicate that the procedures for handling customer complaints at the Bank Rakyat Indonesia Soekarno Hatta unit, Malang, a customer service person must have perfect public speaking skills and have the ability to resolve problems quickly and accurately in providing solutions to customers who are submitting their complaints

The use of Prezi for customer journeys and customer service excellence

As part of Leeds Metropolitan University Libraries and Learning Innovation’s (LLI) commitment to customer service and the revalidation of its Customer Service Excellence (CSE) award, we were looking for a new way to present the ‘customer journeys’ that customers take when using our services. Customer journeys are defined as ‘a method of identifying the key processes that the customer encounters when they interact with the organisation’ (Customer Service Excellence, 2012a.) We wanted to use these journeys to aid our insight into our customers and how they used LLI, and in turn use this information to underpin our service provision

Using the Critical Incident Technique to Assess Gaming Customer Satisfaction

Before gaming organizations can initiate efforts to service their customers, they must be able to effectively manage the service encounter. Although every service encounter is not necessarily critical to satisfaction, it is not always obvious which are crucial to the customer and which are not. Using critical incidents reported by gaming customers and employees, this study identifies service encounters that both parties perceive as being very satisfactory or very dissatisfactory from the customer\u27s point of view. Identifying particularly positive and negative customer service experiences can provide direction for management in allocating resources specifically to those areas that maximize customer satisfaction and correct those that cause customer dissatisfaction

Customer service excellence

Libraries, publishers and subscription agents all seek to improve communication in the information chain. Discussion lists play an important role in the communication between libraries and publishers. However, there are still ongoing issues – libraries often publicly berate publishers for their lack of clarity in communication, but what do publishers think of libraries? Can libraries do more to help publishers improve communication? Are the subscription agents doing enough in the middle to get the information out there? This is intended as a no-holds-barred workshop, covering all publishers and libraries. The presenters hope to come out of the workshops with a clear list of improvements that can be made to make the communication process much more effective

Integrating Kano’s Model and SERVQUAL to Improve Healthcare Service Quality

The purpose of this research is focus on customer relationship management (CRM) strategies and relationship between service attributes and customer satisfaction through Kano’s model especially on healthcare service at the private hospital. The paper specifically investigates the applicability of the model and the key factors in the hospital service business. The hospital service quality much depends on the performance of the attributes that define a service. The aim of this paper is first to investigate the attribute of service quality using Servqual perspective, thus the management is able to adjust the relationship between performance of service attributes and customer satisfaction, and second, through a case study in the private hospital to prove that the importance of a service attribute is a function of the performance of that attribute. An empirical study using questionnaires with a focus on service enquiring about the performance of service key attributes and overall customer satisfaction was conducted using Servqual perspective including 5 parameters i.e. Tangibles, Reliability, Responsiveness, Assurance, Empathy. The data were fed into the Kano customer satisfaction model which used Five-level Kano questionnaire for analysis and comparison between one attribute to the others. This research found that there are three of the total 26 service quality attributes have been categorized as “attractive”. Four service quality attributes have been categorized as “must be”, and sixteen of them as “one-dimensional”. However, there is no service quality attribute can be categorized as “reverse” and “questionable”. It can be predicted that offering customers “must be” or expected quality attributes will not be enough for customer satisfaction in few next days cause of the contemporary world and the environment changing. Hence, companies should focus on “attractive” quality attributes instead of “must be” or “one-dimensional” attributes in order to satisfy customers and to achieve competitive advantage. The research limitations is the Kano model of customer satisfaction needs to be extended to other customer behavior variables and also management strategic response to increase customer loyalty; which not include in this paper. The implication is the methodology employed here can be easily applied by hospital management to evaluate customer behaviors and service quality performance

Techniques for Providing Outstanding Customer Service

Providing exceptional customer service should be one of the primary goals for all academic libraries. However, with the day- to- day interruptions, librarians sometimes forget all about customer service. By developing a Customer Service Task Force, Penfield Library has been able to develop a number of projects in the past two years to greatly improve its reputation. Such methods as surveys and small and large focus groups were conducted to determine what projects needed to be addressed. Tips and tricks to providing quality customer service in a small college/university library are also presented

Techniques for Providing Outstanding Customer Service

Providing exceptional customer service should be one of the primary goals for all academic libraries. However, with the day- to- day interruptions, librarians sometimes forget all about customer service. By developing a Customer Service Task Force, Penfield Library has been able to develop a number of projects in the past two years to greatly improve its reputation. Such methods as surveys and small and large focus groups were conducted to determine what projects needed to be addressed. Tips and tricks to providing quality customer service in a small college/university library are also presented

Designing the customer journey in a service delivery network: evidence from cancer patient treatments

Customer experiences - not in the least for customers with chronic diseases - depend on a series of exchanges over a considerable amount of time with a variety of service providers and thus a service delivery network (SDN). The impact of SDNs on the customer experience, however, is unclear. This research provides insight into (1) the service delivery system characteristics in SDNs, and (2) their impact on the relationship between customer journey duration and value for time as an important customer experience indicator. The service delivery system characteristics were explored by process travel sheets of patients undergoing cancer treatment in a hospital (n=412). These data were linked to time measurement data (n=262) and survey data (n=312) to explain customer journey duration and value for time, thereby showing the importance of the number of service events and the type of service providers. Theoretical and managerial implications are discussed