"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

Visual Landmark Recognition from Internet Photo Collections: A Large-Scale Evaluation

The task of a visual landmark recognition system is to identify photographed buildings or objects in query photos and to provide the user with relevant information on them. With their increasing coverage of the world's landmark buildings and objects, Internet photo collections are now being used as a source for building such systems in a fully automatic fashion. This process typically consists of three steps: clustering large amounts of images by the objects they depict; determining object names from user-provided tags; and building a robust, compact, and efficient recognition index. To this date, however, there is little empirical information on how well current approaches for those steps perform in a large-scale open-set mining and recognition task. Furthermore, there is little empirical information on how recognition performance varies for different types of landmark objects and where there is still potential for improvement. With this paper, we intend to fill these gaps. Using a dataset of 500k images from Paris, we analyze each component of the landmark recognition pipeline in order to answer the following questions: How many and what kinds of objects can be discovered automatically? How can we best use the resulting image clusters to recognize the object in a query? How can the object be efficiently represented in memory for recognition? How reliably can semantic information be extracted? And finally: What are the limiting factors in the resulting pipeline from query to semantics? We evaluate how different choices of methods and parameters for the individual pipeline steps affect overall system performance and examine their effects for different query categories such as buildings, paintings or sculptures

Crowdsourcing Question-Answer Meaning Representations

We introduce Question-Answer Meaning Representations (QAMRs), which represent the predicate-argument structure of a sentence as a set of question-answer pairs. We also develop a crowdsourcing scheme to show that QAMRs can be labeled with very little training, and gather a dataset with over 5,000 sentences and 100,000 questions. A detailed qualitative analysis demonstrates that the crowd-generated question-answer pairs cover the vast majority of predicate-argument relationships in existing datasets (including PropBank, NomBank, QA-SRL, and AMR) along with many previously under-resourced ones, including implicit arguments and relations. The QAMR data and annotation code is made publicly available to enable future work on how best to model these complex phenomena.Comment: 8 pages, 6 figures, 2 table

Crowdsourcing a Word-Emotion Association Lexicon

Even though considerable attention has been given to the polarity of words (positive and negative) and the creation of large polarity lexicons, research in emotion analysis has had to rely on limited and small emotion lexicons. In this paper we show how the combined strength and wisdom of the crowds can be used to generate a large, high-quality, word-emotion and word-polarity association lexicon quickly and inexpensively. We enumerate the challenges in emotion annotation in a crowdsourcing scenario and propose solutions to address them. Most notably, in addition to questions about emotions associated with terms, we show how the inclusion of a word choice question can discourage malicious data entry, help identify instances where the annotator may not be familiar with the target term (allowing us to reject such annotations), and help obtain annotations at sense level (rather than at word level). We conducted experiments on how to formulate the emotion-annotation questions, and show that asking if a term is associated with an emotion leads to markedly higher inter-annotator agreement than that obtained by asking if a term evokes an emotion