"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

Recovering from External Disturbances in Online Manipulation through State-Dependent Revertive Recovery Policies

Robots are increasingly entering uncertain and unstructured environments. Within these, robots are bound to face unexpected external disturbances like accidental human or tool collisions. Robots must develop the capacity to respond to unexpected events. That is not only identifying the sudden anomaly, but also deciding how to handle it. In this work, we contribute a recovery policy that allows a robot to recovery from various anomalous scenarios across different tasks and conditions in a consistent and robust fashion. The system organizes tasks as a sequence of nodes composed of internal modules such as motion generation and introspection. When an introspection module flags an anomaly, the recovery strategy is triggered and reverts the task execution by selecting a target node as a function of a state dependency chart. The new skill allows the robot to overcome the effects of the external disturbance and conclude the task. Our system recovers from accidental human and tool collisions in a number of tasks. Of particular importance is the fact that we test the robustness of the recovery system by triggering anomalies at each node in the task graph showing robust recovery everywhere in the task. We also trigger multiple and repeated anomalies at each of the nodes of the task showing that the recovery system can consistently recover anywhere in the presence of strong and pervasive anomalous conditions. Robust recovery systems will be key enablers for long-term autonomy in robot systems. Supplemental info including code, data, graphs, and result analysis can be found at [1].Comment: 8 pages, 8 figures, 1 tabl

Expressive and Instrumental Offending: Reconciling the Paradox of Specialisation and Versatility

Although previous research into specialisation has been dominated by the debate over the existence of specialisation versus versatility, it is suggested that research needs to move beyond the restrictions of this dispute. The current study explores the criminal careers of 200 offenders based on their criminal records, obtained from a police database in the North West of England, aiming to understand the patterns and nature of specialisation by determining the presence of differentiation within their general offending behaviours and examining whether the framework of Expressive and Instrumental offending styles can account for any specialised tendencies that emerge. Fifty-eight offences were subjected to Smallest Space Analysis. Results revealed that a model of criminal differentiation could be identified and that any specialisation is represented in terms of Expressive and Instrumental offending styles

Learning Dynamic Classes of Events using Stacked Multilayer Perceptron Networks

People often use a web search engine to find information about events of interest, for example, sport competitions, political elections, festivals and entertainment news. In this paper, we study a problem of detecting event-related queries, which is the first step before selecting a suitable time-aware retrieval model. In general, event-related information needs can be observed in query streams through various temporal patterns of user search behavior, e.g., spiky peaks for popular events, and periodicities for repetitive events. However, it is also common that users search for non-popular events, which may not exhibit temporal variations in query streams, e.g., past events recently occurred, historical events triggered by anniversaries or similar events, and future events anticipated to happen. To address the challenge of detecting dynamic classes of events, we propose a novel deep learning model to classify a given query into a predetermined set of multiple event types. Our proposed model, a Stacked Multilayer Perceptron (S-MLP) network, consists of multilayer perceptron used as a basic learning unit. We assemble stacked units to further learn complex relationships between neutrons in successive layers. To evaluate our proposed model, we conduct experiments using real-world queries and a set of manually created ground truth. Preliminary results have shown that our proposed deep learning model outperforms the state-of-the-art classification models significantly.Comment: Neu-IR '16 SIGIR Workshop on Neural Information Retrieval, 6 pages, 4 figure