FVQA: Fact-based Visual Question Answering

Visual Question Answering (VQA) has attracted a lot of attention in both Computer Vision and Natural Language Processing communities, not least because it offers insight into the relationships between two important sources of information. Current datasets, and the models built upon them, have focused on questions which are answerable by direct analysis of the question and image alone. The set of such questions that require no external information to answer is interesting, but very limited. It excludes questions which require common sense, or basic factual knowledge to answer, for example. Here we introduce FVQA, a VQA dataset which requires, and supports, much deeper reasoning. FVQA only contains questions which require external information to answer. We thus extend a conventional visual question answering dataset, which contains image-question-answerg triplets, through additional image-question-answer-supporting fact tuples. The supporting fact is represented as a structural triplet, such as . We evaluate several baseline models on the FVQA dataset, and describe a novel model which is capable of reasoning about an image on the basis of supporting facts.Comment: 16 page

"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