Coping With Customer Complaints

Coping With Customer Complaints

Learning Adversarial Reasoning Patterns in Customer Complaints

We propose a mechanism to learn communicative action structure to analyze adversarial reasoning patterns in 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....

Epistemic Categorization for Analysis of Customer Complaints

We introduce the particular functionality of the Complaint Engine suite, the integrated complaint management component for mediating consumer disputes. We formulate the problem of epistemic categorization: whether a given complaint submitted by an upset customer is an adequate representation of company’s product, service and attitude towards customers. To do that, a sequence of communicative ac...

Coping with epilepsy: the effect of coping styles on self-perceived seizure severity and psychological complaints

Having a chronic condition like epilepsy imposes a serious burden for the sufferer. This is reflected in a higher level of psychological complaints. The way in which one copes with epilepsy is an important determinant in this level of complaints and in the self-perceived severity of the seizures. In this paper the relation between coping styles and self-perceived seizure severity as well as psy...

Justification of Customer Complaints using Emotional States and Mental Actions

We apply reasoning about mental attributes to process the scenarios of multiagent conflicts. Our approach is illustrated by the domain of complaint analysis: rather advanced methods are required to determine whether complaint is valid or not. We demonstrate that information on mental actions and emotional states of conflicting agents is frequently sufficient to justify a complaint.