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Chatbots for CRM and Dialogue Management Read chapter Read first chapter

2021 | OriginalPaper | Chapter

8. Concept-Based Learning of Complainants’ Behavior

Author : Boris Galitsky

Published in: Artificial Intelligence for Customer Relationship Management

Publisher: Springer International Publishing

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Abstract

In this chapter, we apply concept learning techniques to solve a number of problems in the customer relationship management (CRM) domain. We present a concept learning technique for common scenarios of interaction between conflicting human agents. Customer complaints are classified as valid (requiring some kind of compensation) or invalid (requiring reassuring and calming down) the customer. Scenarios are represented by directed graphs with labeled vertices (for communicative actions) and arcs (for temporal and causal relationships between these actions and their parameters). The classification of a scenario is computed by comparing a partial matching of its graph with graphs of positive and negative examples. We illustrate machine learning of graph structures using the Nearest Neighbor approach and then proceed to JSM-based concept learning, which minimizes the number of false negatives and takes advantage of a more accurate way of matching sequences of communicative actions. Scenario representation and comparative analysis techniques developed herein are applied to the classification of textual customer complaints as a CRM component. In order to estimate complaint validity, we take advantage of the observation (Galitsky and Kuznetsov 2008) that analyzing the structure of communicative actions without context information is frequently sufficient to judge how humans explain their behavior. Therefore, because human attitudes are domain-independent, the proposed concept learning technique is a good compliment to a wide range of CRM technologies where a formal treatment of inter-human interactions such as customer complaints is required in a decision-support mode.

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previous chapter Reasoning for Resolving Customer Complaints
next chapter Reasoning and Simulation of Mental Attitudes of a Customer
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Metadata
Title
Concept-Based Learning of Complainants’ Behavior
Author
Boris Galitsky
Copyright Year
2021
Book
Artificial Intelligence for Customer Relationship Management

Print ISBN: 978-3-030-61640-3

Electronic ISBN: 978-3-030-61641-0

Copyright Year: 2021

DOI
https://doi.org/10.1007/978-3-030-61641-0_8