"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

Didactic Networks: A proposal for e-learning content generation

The Didactic Networks proposed in this paper are based on previous publications in the field of the RSR (Rhetorical-Semantic Relations). The RSR is a set of primitive relations used for building a specific kind of semantic networks for artificial intelligence applications on the web: the RSN (Rhetorical-Semantic Networks). We bring into focus the RSR application in the field of elearning, by defining Didactic Networks as a new set of semantic patterns oriented to the development of eleaming applications. The different lines we offer in our research Jail mainly into three levels: • The most basic one is in the field of computational linguistics and related to Logical Operations on RSR (RSR Inverses and plurals. RSR combinations, etc), once they have been created. The application of Walter Bosma 's results regarding rhetorical distance application and treatment as semantic weighted networks is one of the important issues here. • In parallel, we have been working on the creation of a knowledge representation and storage model and data architecture capable of supporting the definition of knowledge networks based on RSR. • The third strategic line is in the meso-level, the formulation of a molecular structure of knowledge based on the most frequently used patterns. The main contribution at this level is the set of Fundamental Cognitive Networks (FCN) as an application of Novak's mental maps proposal. This paper is part of this third intermediate level, and the Fundamental Didactic Networks (FDN) are the result of the application of rhetorical theoiy procedures to the instructional theory. We have formulated a general set of RSR capable of building discourse, making it possible to express any concept, procedure or principle in terms of knowledge nodes and RSRs. The instructional knowledge can then be elaborated in the same way. This network structure expressing the instructional knowledge in terms of RSR makes the objective of developing web-learning lessons semi-automutkally possible, as well as any other type of utilities oriented towards the exploitation of semantic structure, such as the automatic question answering systems

Twin Networks: Matching the Future for Sequence Generation

We propose a simple technique for encouraging generative RNNs to plan ahead. We train a "backward" recurrent network to generate a given sequence in reverse order, and we encourage states of the forward model to predict cotemporal states of the backward model. The backward network is used only during training, and plays no role during sampling or inference. We hypothesize that our approach eases modeling of long-term dependencies by implicitly forcing the forward states to hold information about the longer-term future (as contained in the backward states). We show empirically that our approach achieves 9% relative improvement for a speech recognition task, and achieves significant improvement on a COCO caption generation task.Comment: 12 pages, 3 figures, published at ICLR 201

An audio-based sports video segmentation and event detection algorithm

In this paper, we present an audio-based event detection algorithm shown to be effective when applied to Soccer video. The main benefit of this approach is the ability to recognise patterns that display high levels of crowd response correlated to key events. The soundtrack from a Soccer sequence is first parameterised using Mel-frequency Cepstral coefficients. It is then segmented into homogenous components using a windowing algorithm with a decision process based on Bayesian model selection. This decision process eliminated the need for defining a heuristic set of rules for segmentation. Each audio segment is then labelled using a series of Hidden Markov model (HMM) classifiers, each a representation of one of 6 predefined semantic content classes found in Soccer video. Exciting events are identified as those segments belonging to a crowd cheering class. Experimentation indicated that the algorithm was more effective for classifying crowd response when compared to traditional model-based segmentation and classification techniques