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Classifying Emotions in Customer Support Dialogues in Social Media

Jonathan Herzig, Guy Feigenblat, Michal Shmueli-Scheuer, David Konopnicki, Anat Rafaeli, Daniel Altman, David Spivak
2016 Proceedings of the 17th Annual Meeting of the Special Interest Group on Discourse and Dialogue  
In this paper, we show that, in addition to text based turn features, dialogue features can significantly improve detection of emotions in social media customer service dialogues and help predict emotional  ...  Providing customer support through social media channels is gaining increasing popularity.  ...  Conclusions In this work we studied emotions being expressed in customer service dialogues in the social media.  ... 
doi:10.18653/v1/w16-3609 dblp:conf/sigdial/HerzigFSKRAS16 fatcat:4v6v3qdhj5bhbdjveyufzcgd4i

Data-Driven Dialogue Systems for Social Agents [article]

Kevin K. Bowden, Shereen Oraby, Amita Misra, Jiaqi Wu, Stephanie Lukin
2017 arXiv   pre-print
In order to build dialogue systems to tackle the ambitious task of holding social conversations, we argue that we need a data driven approach that includes insight into human conversational chit chat,  ...  Our strategy is to analyze and index large corpora of social media data, including Twitter conversations, online debates, dialogues between friends, and blog posts, and then to couple this data retrieval  ...  , or providing automotive customer support [6, 16, 23, 24, 4, 21] .  ... 
arXiv:1709.03190v1 fatcat:wayuoqst4zcmrbellxlopauine

Differentiated Sentiment Analysis of Corporate Social Media Accounts

Fabian Akolk, Marten Risius
2015 Americas Conference on Information Systems  
Our results confirm the assumed necessity of considering different account types when studying corporate social media presence and assessing differentiated emotions in social media analytics.  ...  Social media managers as well as analysts use social media messages as an additional channel to manage and measure opinions towards brands.  ...  In this regard, social media analytics provide viable solutions for supporting respective corporate activities to generate leads and to relate to their customers on social media (Stieglitz et al. 2014  ... 
dblp:conf/amcis/AkolkR15 fatcat:ylxz2wbonzdylh5s3fwmppwczy

Conversational Agents: Goals, Technologies, Vision and Challenges

Merav Allouch, Amos Azaria, Rina Azoulay
2021 Sensors  
Capable of conducting ongoing communication with humans, CAs are encountered in natural-language processing, deep learning, and technologies that integrate emotional aspects.  ...  In recent years, conversational agents (CAs) have become ubiquitous and are a presence in our daily routines.  ...  Emotional Aspect of Conversations Emotional understanding and empathy are important abilities for CAs acting in several social domains including healthcare, education, and customer support; however, these  ... 
doi:10.3390/s21248448 pmid:34960538 pmcid:PMC8704682 fatcat:vhylbunhwbbhfa65bdqmnqpi5q

Never, Never Together Again: How Postpurchase Affect Drives Consumer Outcomes Within the Context of Online Consumer Support Communities

EunHee Park, Ghiyoung Im, Veda C. Storey, Richard L. Baskerville
2019 Journal of the AIS  
To do so, we develop an affect (emotional) process model to understand how customers' postpurchase outcomes of information technology products are influenced through cognitive and affective processes after  ...  This study, in contrast, investigates the less explored issue of value creation by online support communities with respect to consumer postpurchase outcomes.  ...  This research was supported by Georgia State University.  ... 
doi:10.17705/1jais.00529 fatcat:gyeqlwomrzcgxiroveaj7mfbsm

A Review on Text-Based Emotion Detection – Techniques, Applications, Datasets, and Future Directions [article]

Sheetal Kusal, Shruti Patil, Jyoti Choudrie, Ketan Kotecha, Deepali Vora, Ilias Pappas
2022 arXiv   pre-print
Hence, it is essential for machines to understand emotions in opinions, feedback, and textual dialogues to provide emotionally aware responses to users in today's online world.  ...  TBED has gained a lot of attention in recent times. The paper presents a systematic literature review of the existing literature published between 2005 to 2021 in TBED.  ...  The authors have inferred from table 12, online social media, customer/product review systems, conversational/dialogue systems, and news articles are the application areas addressed by currently available  ... 
arXiv:2205.03235v1 fatcat:b3m25fg6xfc3leeym22eqysq5a

SocialNLP 2018 EmotionX Challenge Overview: Recognizing Emotions in Dialogues

Chao-Chun Hsu, Lun-Wei Ku
2018 Proceedings of the Sixth International Workshop on Natural Language Processing for Social Media  
This paper describes an overview of the Dialogue Emotion Recognition Challenge, EmotionX, at the Sixth SocialNLP Workshop, which recognizes the emotion of each utterance in dialogues.  ...  The Emotion-Lines dataset contains conversations from Friends TV show transcripts (Friends) and real chatting logs (EmotionPush), where every dialogue utterance is labeled with emotions.  ...  (Neutral) However, with the progress of social media and dialogue systems, especially the online customer services, textual emotion recognition has attracted more attention.  ... 
doi:10.18653/v1/w18-3505 dblp:conf/acl-socialnlp/HsuK18 fatcat:vyfatxzycrbkhedmgm7cbrbqya

Improving Responsiveness Conversation of Thai Chatbot through Sentiment Analysis Classification Techniques

2019 International Journal of Engineering and Advanced Technology  
Nowadays, internet and social media are play and important role for the business and marketing.  ...  Especially, the social media marketing drives the businesses with fierce competition. if there is communication between a large number of customers, it is necessary to have the staff to coordinate thoroughly  ...  Therefore, this research has the idea to analyze the sentiment from Thai messages including the type of sticker answer in the dialogue between buyers and sellers of online products on social media with  ... 
doi:10.35940/ijeat.c4676.129219 fatcat:phkcjkn42ncw3lbpn3bzuobdiu

Opinion Mining from Tweets on Goods and Services Tax (GST) using Ensemble Learning Technique and Computational Linguistics

Parminder Kaur
2018 International Journal for Research in Applied Science and Engineering Technology  
In this paper, extraction of emotions from the text posted on social media using data mining techniques. Keyword : Emotion mining, social media, data mining, tweets, ensemble learning. I.  ...  In past few years, a major growth has been seen in platforms of social media. People disseminate opinions, information, behavior, and announcements via social media.  ...  There is imbalance in the dataset. 9. Yeole et al. Presented an effective technique for emotion analysis of social media text.  ... 
doi:10.22214/ijraset.2018.4363 fatcat:qdptvq2snnannjogaevv4v2qq4

Mental Health Pandemic during the COVID-19 Outbreak: Calls for Help on Social Media [article]

Michelle Bak, Jessie Chin, Chungyi Chiu
2022 arXiv   pre-print
seeking, and heightened need of social support.  ...  mental health support through anonymous communication with a broad social network (Andy, 2021; Bonetti et al., 2010; Morahan-Martin et al., 2003).  ...  Infoveillance: social media as a window into public mental health Lonely people tend to engage in mental health discussions or seek mental health support from an online environment rather than in-person  ... 
arXiv:2203.00237v3 fatcat:fdkijo2kuvdpfjjygviivlvpm4

A Voice Interactive Multilingual Student Support System using IBM Watson [article]

Kennedy Ralston, Yuhao Chen, Haruna Isah, Farhana Zulkernine
2019 arXiv   pre-print
Chatbots, also known as dialogue systems, interactive conversational agents, or virtual agents are an example of such systems used in a wide variety of applications ranging from customer support in the  ...  The chatbot could also be adapted for use in other application areas such as student info-centers, government kiosks, and mental health support systems.  ...  Chatbots can function in an open domain such as social media platforms where the user can take the conversation anywhere or in a closed domain such as customer support or shopping assistant where the space  ... 
arXiv:2001.00471v1 fatcat:loggq5qv6bdurjkkq37532e75y

Deep Learning and Machine Learning-Based Model for Conversational Sentiment Classification

Sami Ullah, Muhammad Ramzan Talib, Toqir A. Rana, Muhammad Kashif Hanif, Muhammad Awais
2022 Computers Materials & Continua  
The experimental evaluation has shown encouraging results with 67% accuracy for the Urdu dialogue datasets, more than 10, 000 dialogues are classified into five emotions i.e., joy, fear, anger, sadness  ...  In the current era of the internet, people use online media for conversation, discussion, chatting, and other similar purposes.  ...  Identification of such sentiments can be useful for identifying online bullies, criminal activities on social media, impact on the customer of online services, etc.  ... 
doi:10.32604/cmc.2022.025543 fatcat:6cuba7o63bbcxhsjt6vsucuj4a

Data Analysis in Social Media

Vishal Khedkar
2020 International Journal for Research in Applied Science and Engineering Technology  
Over the last few years, the use of social media in our everyday lives has skyrocketed.  ...  About 2.5 quintillion bytes of data was generated every day from the usage of social media sites in 2018, and it is increasing exponentially as a result of the Internet of Things.  ...  Therefore, it is important to make this convenient and to make sure customers are conscious that it is convenient.\\ Social media analytics can monitor and companies themselves can participate in dialogue  ... 
doi:10.22214/ijraset.2020.5472 fatcat:s6sc6mv4jvcqlbl746tn6f7n4i

Anger detection in call center dialogues

Dimitris Pappas, Ion Androutsopoulos, Haris Papageorgiou
2015 2015 6th IEEE International Conference on Cognitive Infocommunications (CogInfoCom)  
Our work is among the very few attempts to detect emotions in spontaneous human-human dialogues recorded in call centers, as opposed to acted studio recordings or human-machine dialogues.  ...  We present a method to classify fixed-duration windows of speech as expressing anger or not, which does not require speech recognition, utterance segmentation, or separating the utterances of different  ...  Most sentiment analysis research, however, considers texts, for example social media posts [17] or product reviews [20] .  ... 
doi:10.1109/coginfocom.2015.7390579 fatcat:g675t3tusfcojagzj5ton5vlkm

Social media and emotions in organisational knowledge creation

Harri Jalonen
2014 Proceedings of the 2014 Federated Conference on Computer Science and Information Systems  
This paper explores the interplay between knowledge and emotions in the organisational knowledge creation process in the context of social media.  ...  The paper concludes that knowledge and emotion shared in social media contribute to the social identity, which increases the odds of altruistic behaviour towards others in a way that benefits the organisation  ...  ACKNOWLEDGEMENT This paper is part of research project NEMO (Business Value from Negative Emotions) and has been funded by TEKES -The Finnish Funding Agency for Innovation and Turku University of Applied  ... 
doi:10.15439/2014f39 dblp:conf/fedcsis/Jalonen14 fatcat:5pcnrhe2r5bifasbtb2enxk3zq
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