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Inductive Learning of Dispute Scenarios for Online Resolution of Customer Complaints

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3 Author(s)
Galitsky, B.A. ; Birkbeck Coll., London Univ. ; Gonzalez, M.P. ; Chesnevar, C.I.

We focus on online resolution of 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 analysing 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

Published in:

Intelligent Systems, 2006 3rd International IEEE Conference on

Date of Conference:

Sept. 2006