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Detecting Customer Complaint Escalation with Recurrent Neural Networks and Manually-Engineered Features
Consumers dissatisfied with the normal dispute resolution process provided by an e-commerce company{'}s customer service agents have the option of escalating their complaints by filing grievances with a government authority.
Neural Contextual Conversation Learning with Labeled Question-Answering Pairs
The novel contextual model generates diverse and robust responses, and is able to carry out conversations on a wide range of topics appropriately.
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