Classifying Emotions in Customer Support Dialogues in Social Media

Jonathan Herzig; Guy Feigenblat; Michal Shmueli-Scheuer; David Konopnicki; Anat Rafaeli; Daniel Altman; David Spivak

Classifying Emotions in Customer Support Dialogues in Social Media

Jonathan Herzig, Guy Feigenblat, Michal Shmueli-Scheuer, David Konopnicki, Anat Rafaeli, Daniel Altman, David Spivak

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution › peer-review

34 Scopus citations

Abstract

Providing customer support through social media channels is gaining increasing popularity. In such a context, automatic detection and analysis of the emotions expressed by customers is important, as is identification of the emotional techniques (e.g., apology, empathy, etc.) in the responses of customer service agents. Result of such an analysis can help assess the quality of such a service, help and inform agents about desirable responses, and help develop automated service agents for social media interactions. 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 techniques used by customer service agents.

Original language	English
Title of host publication	SIGDIAL 2016 - 17th Annual Meeting of the Special Interest Group on Discourse and Dialogue, Proceedings of the Conference
Publisher	Association for Computational Linguistics (ACL)
Pages	64-73
Number of pages	10
ISBN (Electronic)	9781945626234
State	Published - 2016
Externally published	Yes
Event	17th Annual Meeting of the Special Interest Group on Discourse and Dialogue, SIGDIAL 2016 - , United States Duration: 13 Sep 2016 → 15 Sep 2016

Publication series

Name	SIGDIAL 2016 - 17th Annual Meeting of the Special Interest Group on Discourse and Dialogue, Proceedings of the Conference

Conference

Conference	17th Annual Meeting of the Special Interest Group on Discourse and Dialogue, SIGDIAL 2016
Country/Territory	United States
Period	13/09/16 → 15/09/16

Bibliographical note

Publisher Copyright:
© 2016 Association for Computational Linguistics.

Cite this

Herzig, J., Feigenblat, G., Shmueli-Scheuer, M., Konopnicki, D., Rafaeli, A., Altman, D., & Spivak, D. (2016). Classifying Emotions in Customer Support Dialogues in Social Media. In SIGDIAL 2016 - 17th Annual Meeting of the Special Interest Group on Discourse and Dialogue, Proceedings of the Conference (pp. 64-73). (SIGDIAL 2016 - 17th Annual Meeting of the Special Interest Group on Discourse and Dialogue, Proceedings of the Conference). Association for Computational Linguistics (ACL).

Herzig, Jonathan ; Feigenblat, Guy ; Shmueli-Scheuer, Michal et al. / Classifying Emotions in Customer Support Dialogues in Social Media. SIGDIAL 2016 - 17th Annual Meeting of the Special Interest Group on Discourse and Dialogue, Proceedings of the Conference. Association for Computational Linguistics (ACL), 2016. pp. 64-73 (SIGDIAL 2016 - 17th Annual Meeting of the Special Interest Group on Discourse and Dialogue, Proceedings of the Conference).

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title = "Classifying Emotions in Customer Support Dialogues in Social Media",

abstract = "Providing customer support through social media channels is gaining increasing popularity. In such a context, automatic detection and analysis of the emotions expressed by customers is important, as is identification of the emotional techniques (e.g., apology, empathy, etc.) in the responses of customer service agents. Result of such an analysis can help assess the quality of such a service, help and inform agents about desirable responses, and help develop automated service agents for social media interactions. 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 techniques used by customer service agents.",

author = "Jonathan Herzig and Guy Feigenblat and Michal Shmueli-Scheuer and David Konopnicki and Anat Rafaeli and Daniel Altman and David Spivak",

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Herzig, J, Feigenblat, G, Shmueli-Scheuer, M, Konopnicki, D, Rafaeli, A, Altman, D & Spivak, D 2016, Classifying Emotions in Customer Support Dialogues in Social Media. in SIGDIAL 2016 - 17th Annual Meeting of the Special Interest Group on Discourse and Dialogue, Proceedings of the Conference. SIGDIAL 2016 - 17th Annual Meeting of the Special Interest Group on Discourse and Dialogue, Proceedings of the Conference, Association for Computational Linguistics (ACL), pp. 64-73, 17th Annual Meeting of the Special Interest Group on Discourse and Dialogue, SIGDIAL 2016, United States, 13/09/16.

Classifying Emotions in Customer Support Dialogues in Social Media. / Herzig, Jonathan; Feigenblat, Guy; Shmueli-Scheuer, Michal et al.
SIGDIAL 2016 - 17th Annual Meeting of the Special Interest Group on Discourse and Dialogue, Proceedings of the Conference. Association for Computational Linguistics (ACL), 2016. p. 64-73 (SIGDIAL 2016 - 17th Annual Meeting of the Special Interest Group on Discourse and Dialogue, Proceedings of the Conference).

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution › peer-review

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Herzig J, Feigenblat G, Shmueli-Scheuer M, Konopnicki D, Rafaeli A, Altman D et al. Classifying Emotions in Customer Support Dialogues in Social Media. In SIGDIAL 2016 - 17th Annual Meeting of the Special Interest Group on Discourse and Dialogue, Proceedings of the Conference. Association for Computational Linguistics (ACL). 2016. p. 64-73. (SIGDIAL 2016 - 17th Annual Meeting of the Special Interest Group on Discourse and Dialogue, Proceedings of the Conference).

Classifying Emotions in Customer Support Dialogues in Social Media

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