"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

Chemical and structural characterization of char development during lignocellulosic biomass pyrolysis

The chemical and structural changes of three lignocellulosic biomass samples during pyrolysis were investigated using both conventional and advanced characterization techniques. The use of ATR-FTIR as a characterization tool is extended by the proposal of a method to determine aromaticity, the calculation of both CH2/CH3 ratio and the degree of aromatic ring condensation ((R/C)u). With increasing temperature, the H/C and O/C ratios, XA and CH2/CH3 ratio decreased, while (R/C)u and aromaticity increased. The micropore network developed with increasing temperature, until the coalescence of pores at 1100 °C, which can be linked to increasing carbon densification, extent of aromatization and/or graphitization of the biomass chars. WAXRD-CFA measurements indicated the gradual formation of nearly parallel basic structural units with increasing carbonization temperature. The char development can be considered to occur in two steps: elimination of aliphatic compounds at low temperatures, and hydrogen abstraction and aromatic ring condensation at high temperatures

Presupposition projection as proof construction

Even though Van der Sandt's presuppositions as anaphora approach is empirically successful, it fails to give a formal account of the interaction between world-knowledge and presuppositions. In this paper, an algorithm is sketched which is based on the idea of presuppositions as anaphora. It improves on this approach by employing a deductive system, Constructive Type Theory (CTT), to get a formal handle on the way world-knowledge influences presupposition projection. In CTT, proofs for expressions are explicitly represented as objects. These objects can be seen as a generalization of DRT's discourse markers. They are useful in dealing with presuppositional phenomena which require world-knowledge, such as Clark's bridging examples and Beaver's conditional presuppositions

Engaging youth at risk of violence in services: messages from research

Addressing youth violence is a public health priority given its prevalence, harms and costs to society. Services designed to prevent or reduce youth violence exist. However, their effectiveness depends on youth engaging with them. To our knowledge, there is no overview of the evidence on how to support this process. This article therefore aims to identify key messages from the scientific literature about how services can best engage youth at risk of involvement in violence. We undertook a rapid review of the evidence on youth engagement in services, prioritising English language studies published from 2010- which included youth aged 10–14 years and were conducted in high-income countries. Key messages for practice relate to 12 themes: co-designing services with youth; personalising provision to youth needs and preferences; recruiting staff with suitable experience and qualities; developing positive practitioner-participant relationships; nurturing an enabling service system; creating an inviting service environment; designing interesting activities and service content; encouraging peer engagement; securing parent/carer support; exploring opportunities for service integration; proactively including marginalised groups; and exploiting digital opportunities. While we could identify key messages from the literature, more prospective empirical research is needed to test the effectiveness of strategies in isolation and combination. This includes exploring what works for whom and in what circumstances