AAAI Publications, Workshops at the Twenty-Fifth AAAI Conference on Artificial Intelligence

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Learning Adversarial Reasoning Patterns in Customer Complaints
Boris Galitsky, Josep Lluis de la Rosa

Last modified: 2011-08-24

Abstract


We propose a mechanism to learn communicative action structure to analyze adversarial reasoning patterns in customer complaints. An efficient way to assist customers and companies is to reuse previous experience with similar agents. A formal representation of customer complaints and a machine learning technique for handling scenarios of interaction between conflicting human agents are proposed. It is shown that analyzing the structure of communicative actions without context information is frequently sufficient to advise on complaint resolution strategies. Therefore, being domain-independent, the proposed machine learning technique is a good complement to a wide range of customer response management applications where formal treatment of inter-human interactions is required.

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