"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

Linking Wolf Diet to Changes in Marine and Terrestrial Prey Abundance

Since most wolf (Canis lupus) diet studies have been conducted in inland ecosystems, comparatively few data are available on diets of wolves in coastal systems. We investigated the diet of wolves in Glacier Bay, Alaska, from 12 May to 28 June in both 2010 and 2011. Although we identified 12 different prey species, including birds and small to medium-sized mammals, in wolf scats, moose (Alces alces) was the most frequent food item, observed in 80% of all scats. In contrast, a study conducted in 1993 in an area 37 km away found harbor seal (Phoca vitulina richardii) in 41% of wolf scats. Although we cannot account for differences in sampling design between the two studies, wolf diets may have changed between the two time periods.Puisque la plupart des études sur le régime alimentaire des loups (Canis lupus) ont été réalisées dans des écosystèmes situés à l’intérieur des terres, relativement peu de données existent sur le régime alimentaire des loups évoluant dans les environnements côtiers. Nous avons étudié l’alimentation des loups de Glacier Bay, en Alaska, du 12 mai au 28 juin 2010 et 2011. Bien que nous ayons retrouvé 12 proies différentes, y compris des espèces aviaires et des mammifères de taille petite ou de taille moyenne dans les déjections de loups, l’aliment le plus fréquemment rencontré, dans une mesure de 80 %, a été l’original, aussi appelé élan (Alces alces). Par contraste, une étude effectuée en 1993 dans une zone située à 37 kilomètres de distance a permis de découvrir du phoque commun (Phoca vitulina richardii) dans 41 % des déjections de loups. Bien que nous ne soyons pas en mesure de prendre en compte les différences d´échantillonnage entre les deux études, il est possible que le régime alimentaire des loups ait changé entre ces deux périodes.Большинство исследований рациона волка (Canis lupus) проводилось на внутриматериковых территориях, в то время как имеется сравнительно небольшое количество данных по рациону волка в прибрежных экосистемах. Ежегодно с 12 мая по 28 июня 2010-2011 гг. нашей группой проводились исследования рациона волков в бухте Глейшер-Бей, Аляска. Несмотря на то, что нами было определено 12 различных видов, используемых волками в качестве добычи, включая птиц, а также мелких и средних млекопитающих, останки лося (Alces alces) встречались в 80% экскрементов волков, указывая на то, что данный вид является наиболее частым пищевым объектом волка.В отличие от данных результатов, эксперимент, проведенный в 1993 г. на участке, удаленном от нашего на 37 км, обнаружил наличие останков тюленя (Phoca vitulina richardii) в 41% экскрементов волков. Несмотря на то, что мы не можем объяснить различия в выборке по каждому из исследований, их результаты указывают на то, что в период между двумя исследованиями в рационе волков могли произойти изменения

Understanding uncertainty in temperature effects on vector-borne disease: A Bayesian approach

Extrinsic environmental factors influence the distribution and population dynamics of many organisms, including insects that are of concern for human health and agriculture. This is particularly true for vector-borne infectious diseases, like malaria, which is a major source of morbidity and mortality in humans. Understanding the mechanistic links between environment and population processes for these diseases is key to predicting the consequences of climate change on transmission and for developing effective interventions. An important measure of the intensity of disease transmission is the reproductive number $R_0$. However, understanding the mechanisms linking $R_0$ and temperature, an environmental factor driving disease risk, can be challenging because the data available for parameterization are often poor. To address this we show how a Bayesian approach can help identify critical uncertainties in components of $R_0$ and how this uncertainty is propagated into the estimate of $R_0$. Most notably, we find that different parameters dominate the uncertainty at different temperature regimes: bite rate from 15-25$^\circ$ C; fecundity across all temperatures, but especially $\sim$25-32$^\circ$ C; mortality from 20-30$^\circ$ C; parasite development rate at $\sim$15-16$^\circ$C and again at $\sim$33-35$^\circ$C. Focusing empirical studies on these parameters and corresponding temperature ranges would be the most efficient way to improve estimates of $R_0$. While we focus on malaria, our methods apply to improving process-based models more generally, including epidemiological, physiological niche, and species distribution models.Comment: 27 pages, including 1 table and 3 figure

Monte Carlo simulation of virtual Compton scattering below pion threshold

This paper describes the Monte Carlo simulation developed specifically for the VCS experiments below pion threshold that have been performed at MAMI and JLab. This simulation generates events according to the (Bethe-Heitler + Born) cross section behaviour and takes into account all relevant resolution-deteriorating effects. It determines the `effective' solid angle for the various experimental settings which are used for the precise determination of photon electroproduction absolute cross section.Comment: 24 pages, 6 figures, to be published in Nuclear Instruments and Methods in Physics Research, A One author adde

Middle Holocene environmental change and archaeology in coastal wetlands: further implications for our understanding of the history of Taxus woodland

A radiocarbon-dated multi-proxy palaeoenvironmental record from Beckton in the Lower Thames Valley, Southern England, has permitted a detailed reconstruction of human activities and environmental change during the middle-Holocene. Peat accumulation occurred over river terrace gravels from ca. 7200 to 6600 until at least 3450–3240 cal. BP, and in the later period a trackway and platform structure provide unequivocal evidence for human exploitation of the floodplain environment during the Bronze Age. The site is unique in offering the first certain evidence of the utilisation of Taxus in the construction of a wooden prehistoric platform. Across north-west Europe during the middle-Holocene, the colonisation of Taxus on peat is well documented; at Beckton, it occurred between ca. 5220–4940 and 4410–4220 cal. BP. This research provides important insights into the former distribution of Taxus, and reasons for its expansion and decline during the Holocene, which has relevance to present-day concerns over the conservation and management of Taxus woodland. Abandonment of the site occurred in response to environmental change to wetter conditions. The study employed multi-proxy analyses, including pollen, plant and wood macrofossils, and uniquely Coleoptera; Coleopteran analysis has significant potential to enhance understandings of environmental change and human–environment interactions in coastal wetland research

Processing Spatial Keyword Query as a Top-k Aggregation Query

We examine the spatial keyword search problem to retrieve objects of interest that are ranked based on both their spatial proximity to the query location as well as the textual relevance of the object’s keywords. Existing solutions for the problem are based on either using a combination of textual and spatial indexes or using specialized hybrid indexes that integrate the indexing of both textual and spatial attribute values. In this paper, we propose a new approach that is based on modeling the problem as a top-k aggregation problem which enables the design of a scalable and efficient solution that is based on the ubiquitous inverted list index. Our performance study demonstrates that our approach outperforms the state-of-theart hybrid methods by a wide margin

Pion-Muon Asymmetry Revisited

Long ago an unexpected and unexplainable phenomena was observed. The distribution of muons from positive pion decay at rest was anisotropic with an excess in the backward direction relative to the direction of the proton beam from which the pions were created. Although this effect was observed by several different groups with pions produced by different means, the result was not accepted by the physics community, because it is in direct conflict with a large set of other experiments indicating that the pion is a pseudoscalar particle. It is possible to satisfy both sets of experiments if helicity-zero vector particles exist and the pion is such a particle. Helicity-zero vector particles have direction but no net spin. For the neutral pion to be a vector particle requires an additional modification to conventional theory as discussed herein. An experiment is proposed which can prove that the asymmetry in the distribution of muons from pion decay is a genuine physical effect because the asymmetry can be modified in a controllable manner. A positive result will also prove that the pion is NOT a pseudoscalar particle.Comment: 9 pages, 3 figure

Mathematical model of a telomerase transcriptional regulatory network developed by cell-based screening: analysis of inhibitor effects and telomerase expression mechanisms

Cancer cells depend on transcription of telomerase reverse transcriptase (TERT). Many transcription factors affect TERT, though regulation occurs in context of a broader network. Network effects on telomerase regulation have not been investigated, though deeper understanding of TERT transcription requires a systems view. However, control over individual interactions in complex networks is not easily achievable. Mathematical modelling provides an attractive approach for analysis of complex systems and some models may prove useful in systems pharmacology approaches to drug discovery. In this report, we used transfection screening to test interactions among 14 TERT regulatory transcription factors and their respective promoters in ovarian cancer cells. The results were used to generate a network model of TERT transcription and to implement a dynamic Boolean model whose steady states were analysed. Modelled effects of signal transduction inhibitors successfully predicted TERT repression by Src-family inhibitor SU6656 and lack of repression by ERK inhibitor FR180204, results confirmed by RT-QPCR analysis of endogenous TERT expression in treated cells. Modelled effects of GSK3 inhibitor 6-bromoindirubin-3′-oxime (BIO) predicted unstable TERT repression dependent on noise and expression of JUN, corresponding with observations from a previous study. MYC expression is critical in TERT activation in the model, consistent with its well known function in endogenous TERT regulation. Loss of MYC caused complete TERT suppression in our model, substantially rescued only by co-suppression of AR. Interestingly expression was easily rescued under modelled Ets-factor gain of function, as occurs in TERT promoter mutation. RNAi targeting AR, JUN, MXD1, SP3, or TP53, showed that AR suppression does rescue endogenous TERT expression following MYC knockdown in these cells and SP3 or TP53 siRNA also cause partial recovery. The model therefore successfully predicted several aspects of TERT regulation including previously unknown mechanisms. An extrapolation suggests that a dominant stimulatory system may programme TERT for transcriptional stability

Inference algorithms for gene networks: a statistical mechanics analysis

The inference of gene regulatory networks from high throughput gene expression data is one of the major challenges in systems biology. This paper aims at analysing and comparing two different algorithmic approaches. The first approach uses pairwise correlations between regulated and regulating genes; the second one uses message-passing techniques for inferring activating and inhibiting regulatory interactions. The performance of these two algorithms can be analysed theoretically on well-defined test sets, using tools from the statistical physics of disordered systems like the replica method. We find that the second algorithm outperforms the first one since it takes into account collective effects of multiple regulators