Detecting Customer Complaint Escalation with Recurrent Neural Networks and Manually-Engineered Features (N19-2)
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Wei Yang, Luchen Tan, Chunwei Lu, Anqi Cui, Han Li, Xi Chen, Kun Xiong, Muzi Wang, Ming Li, Jian Pei, Jimmy Lin
| Challenge: | e-commerce companies often have the option of escalating complaints by filing grievances with a government authority . this is detrimental to an ecommerce company, but this problem is challenging to solve by integrating recurrent neural networks with manually-engineered features. |
| Approach: | They propose a model that integrates recurrent neural networks with manually-engineered features to identify cases where the customer expresses such an intent. |
| Outcome: | The proposed model outperforms baseline models and provides better recall and triage for specialized agents. |
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