Detecting Customer Complaint Escalation with Recurrent Neural Networks and Manually-Engineered Features

Wei Yang, Luchen Tan, Chunwei Lu, Anqi Cui, Han Li, Xi Chen, Kun Xiong, Muzi Wang, Ming Li, Jian Pei, Jimmy Lin

Abstract: Wei Yang, Luchen Tan, Chunwei Lu, Anqi Cui, Han Li, Xi Chen, Kun Xiong, Muzi Wang, Ming Li, Jian Pei, Jimmy Lin. Proceedings of the 2019 Conference of the North American Chapter of the Association for Computational Linguistics: Human Language Technologies, Volume 2 (Industry Papers). 2019.