Relating imperatives to action

The aim of this chapter is to provide an analysis of the use of logically complex imperatives, in particular, imperatives of the form Do A1 or A2 and Do A, if B. We argue for an analysis of imperatives in terms of classical logic which takes into account the influence of background information on imperatives. We show that by doing so one can avoid some counter-intuitive results which have been associated with analyses of imperatives in terms of classical logic. In particular, I address Hamblin's observations concerning rule-like imperatives and Ross' Paradox. The analysis is carried out within an agent-based logical framework. This analysis explicates what it means for an agent to have a successful policy for action with respect to satisfying his or her commitments, where some of these commitments have been introduced as a result of imperative language use

"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

Virtual Care and the Inverse Care Law: Implications for Policy, Practice, Research, Public and Patients.

Virtual care spread rapidly at the outbreak of the COVID-19 pandemic. Restricting in-person contact contributed to reducing the spread of infection and saved lives. However, the benefits of virtual care were not evenly distributed within and across social groups, and existing inequalities became exacerbated for those unable to fully access to, or benefit from virtual services. This "perspective" paper discusses the extent to which challenges in virtual care access and use in the context of COVID-19 follow the Inverse Care Law. The latter stipulates that the availability and quality of health care is inversely proportionate to the level of population health needs. We highlight the inequalities affecting some disadvantaged populations' access to, and use of public and private virtual care, and contrast this with a utopian vision of technology as the "solution to everything". In public and universal health systems, the Inverse Care Law may manifests itself in access issues, capacity, and/or lack of perceived benefit to use digital technologies, as well as in data poverty. For commercial "Direct-To-Consumer" services, all of the above may be encouraged via a consumerist (i.e., profit-oriented) approach, limited and episodic services, or the use of low direct cost platforms. With virtual care rapidly growing, we set out ways forward for policy, practice, and research to ensure virtual care benefits for everyone, which include: (1) pay more attention to "capabilities" supporting access and use of virtual care; (2) consider digital technologies as a basic human right that should be automatically taken into account, not only in health policies, but also in social policies; (3) take more seriously the impact of the digital economy on equity, notably through a greater state involvement in co-constructing "public health value" through innovation; and (4) reconsider the dominant digital innovation research paradigm to better recognize the contexts, factors, and conditions that influence access to and use of virtual care by different groups

Parsing in Dialogue Systems using Typed Feature Structures

The analysis of natural language in the context of keyboard-driven dialogue systems is the central issue addressed in this paper. A module that corrects typing errors and performs domain-specifc morphological analysis has been developed. A parser for typed unification grammars is designed and implemented in C++; for description of the lexicon and the grammer a specialised specification language has been developed. It is argued that typed unification grammars and especially the newly developed specification language are convenient formalisms for describing natural language use in dialogue systems. Research on these issues is carried out in the context of the Schisma project, a research project of the Parlevink group in linguistic engineering; participants in Schisma are KPN Research and the University of Twente. The aims of the Schisma project are twofold: both the accumulation of knowledge in the field of computational linguistics and the development of a natural language interfaced theatre information and booking system is envisaged. The Schisma project serves as a testbed for the development of the various language analysis modules necessary for dialogue systems

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