Papers by Tommy Sandbank
Detecting Egregious Conversations between Customers and Virtual Agents (N18-1)
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Tommy Sandbank, Michal Shmueli-Scheuer, Jonathan Herzig, David Konopnicki, John Richards, David Piorkowski
| Challenge: | 80% of businesses plan to use chatbots by 2020, according to recent studies . but some bad conversations can be difficult to detect and could lead to litigation . |
| Approach: | They propose a method to detect bad conversations using behavioral cues from the user and patterns in agent responses. |
| Outcome: | The proposed method improves the detection F1 score by 20% over textual features. |