19 citations · 19 across the 2 of their papers we have counts for
3 papers · 1 filter
Using Structured Representation and Data: A Hybrid Model for Negation and Sentiment in Customer Service Conversations
Amita Misra, Mansurul Bhuiyan, Jalal Mahmud +1
Twitter customer service interactions have recently emerged as an effective platform to respond and engage with customers. In this work, we explore the role of negation in customer…
Don't get Lost in Negation: An Effective Negation Handled Dialogue Acts Prediction Algorithm for Twitter Customer Service Conversations
Mansurul Bhuiyan, Amita Misra, Saurabh Tripathy +2
In the last several years, Twitter is being adopted by the companies as an alternative platform to interact with the customers to address their concerns. With the abundance of such…
"How May I Help You?": Modeling Twitter Customer Service Conversations Using Fine-Grained Dialogue Acts
Shereen Oraby, Pritam Gundecha, Jalal Mahmud +2
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 purp…