"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

Targeting alphas can make coyote control more effective and socially acceptable

Research at the UC Hopland Research and Extension Center (HREC) has improved our understanding of how to reduce sheep depredation while minimizing the impact on coyotes. Analysis of a 14-year data set of HREC coyote-control efforts found that sheep depredation losses were not correlated with the number of coyotes removed in any of three time scales analyzed (yearly, seasonally and monthly) during corresponding intervals for the next 2 years. Field research using radiotelemetry to track coyotes supported and explained this finding. For example, in 1995, dominant “alphas” from four territories were associated with 89% of 74 coyote-killed lambs; “betas” and transients were not associated with any of these kills. Relatively few coyotes were killing sheep, and these animals were difficult to capture by conventional methods at the time of year when depredation was highest. However, selective removal of only the problem alpha coyotes effectively reduced losses at HREC

Targeting alphas can make coyote control more effective and socially acceptable

Research at the UC Hopland Research and Extension Center (HREC) has improved our understanding of how to reduce sheep depredation while minimizing the impact on coyotes. Analysis of a 14-year data set of HREC coyote-control efforts found that sheep depredation losses were not correlated with the number of coyotes removed in any of three time scales analyzed (yearly, seasonally and monthly) during corresponding intervals for the next 2 years. Field research using radiotelemetry to track coyotes supported and explained this finding. For example, in 1995, dominant “alphas” from four territories were associated with 89% of 74 coyote-killed lambs; “betas” and transients were not associated with any of these kills. Relatively few coyotes were killing sheep, and these animals were difficult to capture by conventional methods at the time of year when depredation was highest. However, selective removal of only the problem alpha coyotes effectively reduced losses at HREC

Story in health and social care

This paper offers a brief consideration of how narrative, in the form of people‟s own stories, potentially figures in health and social care provision as part of the impulse towards patient-centred care. The rise of the epistemological legitimacy of patients‟ stories is sketched here. The paper draws upon relevant literature and original writing to consider the ways in which stories can mislead as well as illuminate the process of making individual treatment care plans

Both Reintroduction and Recolonization Likely Contributed to the Re-establishment of a Fisher Population in East-central Alberta

Recently, Stewart et al. (2017) investigated the origins of contemporary fisher populations in the Cooking Lake Moraine (CLM) of east-central Alberta, Canada, where fishers (Pekania pennanti) from Ontario and Manitoba, Canada were reintroduced in the early 1990s. To address this objective, Stewart et al. (2017) compared microsatellite alleles from extant fisher populations in the CLM to those from Ontario, Manitoba, and other Alberta populations. They reported that the CLM population clustered with adjacent native Alberta populations, consistent with recolonization, but also that 2 of 109 microsatellite alleles in the CLM occurred only in the source populations from Ontario and Manitoba. Rather than allowing for the possibility that these alleles descended from reintroduced fishers, the authors speculated that they represented random mutations among fishers that recolonized the area naturally from nearby populations in Alberta, and concluded that the reintroduction had failed completely. We disagree with this conclusion for 2 reasons. We contend it is more likely that the 2 alleles represent a genetic signature from the individuals released during the reintroduction, rather than being the result of mutations. We further suggest that, irrespective of the genetic legacy of introduced fishers in the recovered population, the presence of reintroduced fishers in the CLM may have helped facilitate natural recolonization of the area by fishers from surrounding areas. In our view, Stewart et al.’s (2017) findings do not demonstrate conclusively that the reintroduction program failed; on the contrary, we argue that their findings indicate that reintroduced fishers likely contributed to the long-term persistence of fishers in the CLM. The uncertainty surrounding this case underscores the importance of genetic monitoring following reintroductions.https://digitalcommons.snc.edu/faculty_staff_works/1032/thumbnail.jp

Dirac-harmonic maps from index theory

We prove existence results for Dirac-harmonic maps using index theoretical tools. They are mainly interesting if the source manifold has dimension 1 or 2 modulo 8. Our solutions are uncoupled in the sense that the underlying map between the source and target manifolds is a harmonic map.Comment: 26 pages, no figur

Magazine and reader constructions of 'metrosexuality' and masculinity: a membership categorisation analysis

Since the launch of men's lifestyle magazines in the 1980s, academic literature has predominantly focused on them as a cultural phenomenon arising from entrepreneurial and commercial initiatives and/or as cultural texts that proffer representations of masculinity such as 'new lad' and 'new dad'. This paper steps aside from the focus on culture and, instead, treats magazine content as a discursive space in which gender and sexuality are oriented to, negotiated, and accomplished within and beyond the magazine itself (i.e. through readers' responses). Specifically, membership categorisation analysis is deployed to explore how the relatively new (and perhaps alternative) category for men - 'metrosexual' - is presented and received. Our analysis suggests that masculinity concerns are central in debates about 'metrosexuality', with self-identified 'metrosexuals' invoking heterosexual prowess and self-respect on the one hand, and critics (e.g. selfidentified 'real men') lamenting 'metrosexuality' for its perceived effeminacy and lack of authenticity on the other. Implications for understanding contemporary masculinities are discussed

Weighted Sobolev spaces of radially symmetric functions

We prove dilation invariant inequalities involving radial functions, poliharmonic operators and weights that are powers of the distance from the origin. Then we discuss the existence of extremals and in some cases we compute the best constants.Comment: 38 page