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

Ecofisiologia da germinação de Lavandula luisieri (Roseira) Rivaz-Martínez

A capacidade germinativa de Lavandula luisieri (Rozeira) Rivas-Martínez, espécie endémica da Península Ibérica, pertencente à família Lamiaceae, cujos diásporos foram colhidas em quatro locais da Beira Interior-Portugal (Casal da Fraga, Mata, Penamacor e Vila Velha de Ródão), foi avaliada durante dois anos. Sementes conservadas durante diferentes tempos após colheita, foram ensaiadas em condições controladas de temperatura e luz. As modalidades seleccionadas foram: para um tempo de conservação de 40 dias a temperatura contínua de 25ºC e fotoperíodo de 16h e para a alternância de 8º/18ºC o fotoperíodo de 8h que coincidiu com a temperatura mais elevada; para um tempo de conservação de 75 dias, a temperatura contínua de 25ºC e os fotoperíodos de 8h e 16h; para um tempo de conservação de 110 dias a alternância de 8º/18ºC e fotoperíodo de 8h; para um tempo de conservação de 288 dias, a alternância de 8º/18ºC e fotoperíodo de 8h e a temperatura contínua de 25ºC e um fotoperíodo de 16h. Os resultados confirmam que as condições de Outono (temperaturas alternas de 8º/18ªC ) foram as mais adequadas para a germinação desta espécie durante os diferentes tempos de conservação

Avaliação do curso de Engenharia de das Ciências Agrárias - Opção Engenharia Rural

O presente relatório resulta do trabalho de avaliação ao curso de Engenharia das Ciências Agrárias opção Engenharia Rural levado a cabo pela equipa de Auto-Avaliação da Escola Superior Agrária. Esta equipa, designada pelo conselho científico com a finalidade de proceder a todas as solicitações de avaliação tanto dos cursos como da instituição, é basicamente composta por um coordenador e um elemento de cada unidade departamental. Conforme o curso que se está a avaliar juntam-se à equipa o respectivo coordenador de curso e colaboradores na compilação do relatório. Além destes elementos participaram também neste trabalho um representante dos alunos (designado pela associação de estudantes) e dois funcionários representantes do pessoal administrativo e do pessoal não docente. Em termos metodológicos optou-se pelo seguimento mais ou menos fiel do guião proposto pelo CNAVES, tendo-se recolhido informação de diversos modos: pesquisa documental e bases de dados nos serviços administrativos, inquéritos auto administrados a alunos, docentes e funcionários, inquérito postal aos diplomados e entrevistas directas (por telefone) às entidades empregadoras. Uma vez recolhida e tratada a informação procedeu-se à sua análise crítica tendo como referência os trabalhos de avaliação que até então decorreram relativamente na Escola

Soil cover plants on water erosion control in the South of Minas Gerais

Water erosion is responsible for soil, water, carbon and nutrient losses, turning into the most important type of degradation of Brazilian soils. This study aimed to evaluate the influence of three cover plants under two tillage systems on water erosion control in an Argisol at south of Minas Gerais state, Brazil. The cover plants utilized in the study were pigeon pea, jack bean and millet, under contour seeding and downslope tillage. Experimental plots of 4 x 12 m, with 9% slope, under natural rainfall were used for the quantification of losses of soil, water, nutrients, and organic matter. One experimental plot was kept without plant cover (reference). Higher erosivity was observed in December and January, although a great quantity of erosive rainfall was detected during the whole raining period. Contour seeding provided a greater reduction of water erosion than downslope tillage, as expected. The jack bean under contour seeding revealed the lowest values of soil, water, nutrients and organic matter losses

Search for a W' boson decaying to a bottom quark and a top quark in pp collisions at sqrt(s) = 7 TeV

Results are presented from a search for a W' boson using a dataset corresponding to 5.0 inverse femtobarns of integrated luminosity collected during 2011 by the CMS experiment at the LHC in pp collisions at sqrt(s)=7 TeV. The W' boson is modeled as a heavy W boson, but different scenarios for the couplings to fermions are considered, involving both left-handed and right-handed chiral projections of the fermions, as well as an arbitrary mixture of the two. The search is performed in the decay channel W' to t b, leading to a final state signature with a single lepton (e, mu), missing transverse energy, and jets, at least one of which is tagged as a b-jet. A W' boson that couples to fermions with the same coupling constant as the W, but to the right-handed rather than left-handed chiral projections, is excluded for masses below 1.85 TeV at the 95% confidence level. For the first time using LHC data, constraints on the W' gauge coupling for a set of left- and right-handed coupling combinations have been placed. These results represent a significant improvement over previously published limits.Comment: Submitted to Physics Letters B. Replaced with version publishe

Search for the standard model Higgs boson decaying into two photons in pp collisions at sqrt(s)=7 TeV

A search for a Higgs boson decaying into two photons is described. The analysis is performed using a dataset recorded by the CMS experiment at the LHC from pp collisions at a centre-of-mass energy of 7 TeV, which corresponds to an integrated luminosity of 4.8 inverse femtobarns. Limits are set on the cross section of the standard model Higgs boson decaying to two photons. The expected exclusion limit at 95% confidence level is between 1.4 and 2.4 times the standard model cross section in the mass range between 110 and 150 GeV. The analysis of the data excludes, at 95% confidence level, the standard model Higgs boson decaying into two photons in the mass range 128 to 132 GeV. The largest excess of events above the expected standard model background is observed for a Higgs boson mass hypothesis of 124 GeV with a local significance of 3.1 sigma. The global significance of observing an excess with a local significance greater than 3.1 sigma anywhere in the search range 110-150 GeV is estimated to be 1.8 sigma. More data are required to ascertain the origin of this excess.Comment: Submitted to Physics Letters