Detecting egregious conversations between customers and virtual agents

Tommy Sandbank, Michal Shmueli-Scheuer, Jonathan Herzig, David Konopnicki, John Richards, David Piorkowski

Research output: Chapter in Book/Report/Conference proceedingConference contributionpeer-review

Abstract

Virtual agents are becoming a prominent channel of interaction in customer service. Not all customer interactions are smooth, however, and some can become almost comically bad. In such instances, a human agent might need to step in and salvage the conversation. Detecting bad conversations is important since disappointing customer service may threaten customer loyalty and impact revenue. In this paper, we outline an approach to detecting such egregious conversations, using behavioral cues from the user, patterns in agent responses, and useragent interaction. Using logs of two commercial systems, we show that using these features improves the detection F1-score by around 20% over using textual features alone. In addition, we show that those features are common across two quite different domains and, arguably, universal.

Original languageEnglish
Title of host publicationLong Papers
PublisherAssociation for Computational Linguistics (ACL)
Pages1802-1811
Number of pages10
ISBN (Electronic)9781948087278
StatePublished - 2018
Externally publishedYes
Event2018 Conference of the North American Chapter of the Association for Computational Linguistics: Human Language Technologies, NAACL HLT 2018 - New Orleans, United States
Duration: 1 Jun 20186 Jun 2018

Publication series

NameNAACL HLT 2018 - 2018 Conference of the North American Chapter of the Association for Computational Linguistics: Human Language Technologies - Proceedings of the Conference
Volume1

Conference

Conference2018 Conference of the North American Chapter of the Association for Computational Linguistics: Human Language Technologies, NAACL HLT 2018
Country/TerritoryUnited States
CityNew Orleans
Period1/06/186/06/18

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