Using customer service dialogues for satisfaction analysis with context-assisted multiple instance learning

• Main Authors: SONG, Kaisong, BING, Lidong, GAO, Wei, LIN, Jun, ZHAO, Lujun, WANG, Jiancheng, SUN, Changlong, LIU, Xiaozhong, ZHANG, Qiong
• Format: text
• Language: English
• Published: Institutional Knowledge at Singapore Management University 2019
• Subjects: Databases and Information Systems
• Online Access: https://ink.library.smu.edu.sg/sis_research/4555; https://ink.library.smu.edu.sg/context/sis_research/article/5558/viewcontent/D19_1019.pdf
• Institution: Singapore Management University

Customers ask questions and customer service staffs answer their questions, which is the basic service model via multi-turn customer service (CS) dialogues on E-commerce platforms. Existing studies fail to provide comprehensive service satisfaction analysis, namely satisfaction polarity classificati...