Churn Intent Detection in Multilingual Chatbot Conversations and Social Media

CONLL 2018 Christian AbbetMeryem M'hamdiAthanasios GiannakopoulosRobert WestAndreea HossmannMichael BaeriswylClaudiu Musat

We propose a new method to detect when users express the intent to leave a service, also known as churn. While previous work focuses solely on social media, we show that this intent can be detected in chatbot conversations... (read more)

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