Positivity Bias in Customer Satisfaction Ratings

Customer ratings are valuable sources to understand their satisfaction and are critical for designing better customer experiences and recommendations. The majority of customers, however, do not respond to rating surveys, which makes the result less representative. To understand overall satisfaction, this paper aims to investigate how likely customers without responses had satisfactory experiences compared to those respondents. To infer customer satisfaction of such unlabeled sessions, we propose models using recurrent neural networks (RNNs) that learn continuous representations of unstructured text conversation. By analyzing online chat logs of over 170,000 sessions from Samsung's customer service department, we make a novel finding that while labeled sessions contributed by a small fraction of customers received overwhelmingly positive reviews, the majority of unlabeled sessions would have received lower ratings by customers. The data analytics presented in this paper not only have practical implications for helping detect dissatisfied customers on live chat services but also make theoretical contributions on discovering the level of biases in online rating platforms.Comment: This paper will be presented at WWW'18 conferenc

7th Drug hypersensitivity meeting: part two

No abstract availabl

TOI-269 b: An eccentric sub-Neptune transiting a M2 dwarf revisited with ExTrA

We present the confirmation of a new sub-Neptune close to the transition between super-Earths and sub-Neptunes transiting the M2 dwarf TOI-269 (TIC 220 479 565, V = 14.4 mag, J = 10.9 mag, Ro = 0.40 Ro, Mo = 0.39 Mo, d = 57 pc). The exoplanet candidate has been identified in multiple TESS sectors, and validated with high-precision spectroscopy from HARPS and ground-based photometric follow-up from ExTrA and LCO-CTIO. We determined mass, radius, and bulk density of the exoplanet by jointly modeling both photometry and radial velocities with juliet. The transiting exoplanet has an orbital period of P = 3.6977104 ± 0.0000037 days, a radius of 2.77 ± 0.12 R·, and a mass of 8.8 ± 1.4 M·. Since TOI-269 b lies among the best targets of its category for atmospheric characterization, it would be interesting to probe the atmosphere of this exoplanet with transmission spectroscopy in order to compare it to other sub-Neptunes. With an eccentricity e = 0.425-0.086+0.082, TOI-269 b has one of the highest eccentricities of the exoplanets with periods less than 10 days. The star being likely a few Gyr old, this system does not appear to be dynamically young. We surmise TOI-269 b may have acquired its high eccentricity as it migrated inward through planet-planet interactions

Radial velocities of open stellar clusters: A new solid constraint favouring Tsallis maximum entropy theory

Physica A Statistical Mechanics and its Applications, 384, pp. 507-515, http://dx.doi.org./10.1016/j.physa..05.045International audienc