"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

The Transitivity of Trust Problem in the Interaction of Android Applications

Mobile phones have developed into complex platforms with large numbers of installed applications and a wide range of sensitive data. Application security policies limit the permissions of each installed application. As applications may interact, restricting single applications may create a false sense of security for the end users while data may still leave the mobile phone through other applications. Instead, the information flow needs to be policed for the composite system of applications in a transparent and usable manner. In this paper, we propose to employ static analysis based on the software architecture and focused data flow analysis to scalably detect information flows between components. Specifically, we aim to reveal transitivity of trust problems in multi-component mobile platforms. We demonstrate the feasibility of our approach with Android applications, although the generalization of the analysis to similar composition-based architectures, such as Service-oriented Architecture, can also be explored in the future