Detecting Sarcasm in Multimodal Social Platforms

Sarcasm is a peculiar form of sentiment expression, where the surface sentiment differs from the implied sentiment. The detection of sarcasm in social media platforms has been applied in the past mainly to textual utterances where lexical indicators (such as interjections and intensifiers), linguistic markers, and contextual information (such as user profiles, or past conversations) were used to detect the sarcastic tone. However, modern social media platforms allow to create multimodal messages where audiovisual content is integrated with the text, making the analysis of a mode in isolation partial. In our work, we first study the relationship between the textual and visual aspects in multimodal posts from three major social media platforms, i.e., Instagram, Tumblr and Twitter, and we run a crowdsourcing task to quantify the extent to which images are perceived as necessary by human annotators. Moreover, we propose two different computational frameworks to detect sarcasm that integrate the textual and visual modalities. The first approach exploits visual semantics trained on an external dataset, and concatenates the semantics features with state-of-the-art textual features. The second method adapts a visual neural network initialized with parameters trained on ImageNet to multimodal sarcastic posts. Results show the positive effect of combining modalities for the detection of sarcasm across platforms and methods.Comment: 10 pages, 3 figures, final version published in the Proceedings of ACM Multimedia 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