"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

Densifying the sparse cloud SimSaaS: The need of a synergy among agent-directed simulation, SimSaaS and HLA

Modelling & Simulation (M&S) is broadly used in real scenarios where making physical modifications could be highly expensive. With the so-called Simulation Software-as-a-Service (SimSaaS), researchers could take advantage of the huge amount of resource that cloud computing provides. Even so, studying and analysing a problem through simulation may need several simulation tools, hence raising interoperability issues. Having this in mind, IEEE developed a standard for interoperability among simulators named High Level Architecture (HLA). Moreover, the multi-agent system approach has become recognised as a convenient approach for modelling and simulating complex systems. Despite all the recent works and acceptance of these technologies, there is still a great lack of work regarding synergies among them. This paper shows by means of a literature review this lack of work or, in other words, the sparse Cloud SimSaaS. The literature review and the resulting taxonomy are the main contributions of this paper, as they provide a research agenda illustrating future research opportunities and trends

Finding the right answer: an information retrieval approach supporting knowledge sharing

Knowledge Management can be defined as the effective strategies to get the right piece of knowledge to the right person in the right time. Having the main purpose of providing users with information items of their interest, recommender systems seem to be quite valuable for organizational knowledge management environments. Here we present KARe (Knowledgeable Agent for Recommendations), a multiagent recommender system that supports users sharing knowledge in a peer-to-peer environment. Central to this work is the assumption that social interaction is essential for the creation and dissemination of new knowledge. Supporting social interaction, KARe allows users to share knowledge through questions and answers. This paper describes KARe�s agent-oriented architecture and presents its recommendation algorithm

Software agents in music and sound art research/creative work: Current state and a possible direction

Composers, musicians and computer scientists have begun to use software-based agents to create music and sound art in both linear and non-linear (non-predetermined form and/or content) idioms, with some robust approaches now drawing on various disciplines. This paper surveys recent work: agent technology is first introduced, a theoretical framework for its use in creating music/sound art works put forward, and an overview of common approaches then given. Identifying areas of neglect in recent research, a possible direction for further work is then briefly explored. Finally, a vision for a new hybrid model that integrates non-linear, generative, conversational and affective perspectives on interactivity is proposed

An Abstract Formal Basis for Digital Crowds

Crowdsourcing, together with its related approaches, has become very popular in recent years. All crowdsourcing processes involve the participation of a digital crowd, a large number of people that access a single Internet platform or shared service. In this paper we explore the possibility of applying formal methods, typically used for the verification of software and hardware systems, in analysing the behaviour of a digital crowd. More precisely, we provide a formal description language for specifying digital crowds. We represent digital crowds in which the agents do not directly communicate with each other. We further show how this specification can provide the basis for sophisticated formal methods, in particular formal verification.Comment: 32 pages, 4 figure