Using Customer Service Dialogues for Satisfaction Analysis with Context-Assisted Multiple Instance Learning (D19-1)
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Kaisong Song, Lidong Bing, Wei Gao, Jun Lin, Lujun Zhao, Jiancheng Wang, Changlong Sun, Xiaozhong Liu, Qiong Zhang
| Challenge: | Existing studies fail to provide comprehensive service satisfaction analysis . Existing models fail to include satisfaction polarity classification and sentimental utterance identification . |
| Approach: | They propose a model that predicts customer sentiments and aggregates them into service satisfaction polarity. |
| Outcome: | The proposed model predicts customer sentiments and aggregates them into service satisfaction polarity and reasoning clues. |
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