Statistical methods for speech recognition
Statistical methods for speech recognition
Incorporating critique and argumentation in DSS
Decision Support Systems
Machine Learning
Formal Concept Analysis: Mathematical Foundations
Formal Concept Analysis: Mathematical Foundations
A Tool for Extension and Restructuring Natural Language Question Answering Domains
IEA/AIE '02 Proceedings of the 15th international conference on Industrial and engineering applications of artificial intelligence and expert systems: developments in applied artificial intelligence
Collaborative Decision Making: A Connectionist Paradigm for Dialectical Support
Information Systems Research
An Analysis of Online Customer Complaints: Implications for Web Complaint Management
HICSS '02 Proceedings of the 35th Annual Hawaii International Conference on System Sciences (HICSS'02)-Volume 7 - Volume 7
Defeasible logic programming: an argumentative approach
Theory and Practice of Logic Programming
Deriving marketing intelligence from online discussion
Proceedings of the eleventh ACM SIGKDD international conference on Knowledge discovery in data mining
Protocol synthesis with dialogue structure theory
Proceedings of the fourth international joint conference on Autonomous agents and multiagent systems
Conversational semantics sustained by commitments
Autonomous Agents and Multi-Agent Systems
Reasoning about attitudes of complaining customers
Knowledge-Based Systems
Regret avoidance as a measure of DSS success: An exploratory study
Decision Support Systems
Graph-based Relational Learning with Application to Security
Fundamenta Informaticae - Advances in Mining Graphs, Trees and Sequences
Applying hybrid reasoning to mine for associative features in biological data
Journal of Biomedical Informatics
Knowledge and information distribution leveraged by intelligent agents
Knowledge and Information Systems
Do online reviews matter? - An empirical investigation of panel data
Decision Support Systems
Discovering common outcomes of agents' communicative actions in various domains
Knowledge-Based Systems
Concept-based learning of human behavior for customer relationship management
Information Sciences: an International Journal
Assessing plausibility of explanation and meta-explanation in inter-human conflicts
Engineering Applications of Artificial Intelligence
Inferring the semantic properties of sentences by mining syntactic parse trees
Data & Knowledge Engineering
Machine learning of syntactic parse trees for search and classification of text
Engineering Applications of Artificial Intelligence
Exhaustive simulation of consecutive mental states of human agents
Knowledge-Based Systems
A conceptual model for proactive-interactive customer complaint management systems
International Journal of Business Information Systems
A methodology to map customer complaints and measure customer satisfaction and loyalty
Service Oriented Computing and Applications
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Automating customer complaints processing is a major issue in the context of knowledge management technologies for most companies nowadays. Automated decision-support systems are important for complaint processing, integrating human experience in understanding complaints and the application of machine learning techniques. In this context, a major challenge in complaint processing involves assessing the validity of a customer complaint on the basis of the emerging dialogue between a customer and a company representative. This paper presents a novel approach for modelling and classifying complaint scenarios associated with customer-company dialogues. Such dialogues are formalized as labelled graphs, in which both company and customer interact through communicative actions, providing arguments that support their points. We show that such argumentation provides a complement to perform machine learning reasoning on communicative actions, improving the resulting classification accuracy.