arXiv subjects

Jonathan Herzig

Publications and source records attributed to Jonathan Herzig.

38 records · Page 3Linked to original sources

arXiv2018

Detecting Egregious Conversations between Customers and Virtual Agents

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 user-agent 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.

cs.CL↗

arXiv2017

Neural Semantic Parsing over Multiple Knowledge-bases

A fundamental challenge in developing semantic parsers is the paucity of strong supervision in the form of language utterances annotated with logical form. In this paper, we propose to exploit structural regularities in language in different domains, and train semantic parsers over multiple knowledge-bases (KBs), while sharing information across datasets. We find that we can substantially improve parsing accuracy by training a single sequence-to-sequence model over multiple KBs, when providing an encoding of the domain at decoding time. Our model achieves state-of-the-art performance on the Overnight dataset (containing eight domains), improves performance over a single KB baseline from 75.6% to 79.6%, while obtaining a 7x reduction in the number of model parameters.

cs.CL↗