E-Commerce Dispute Resolution Prediction

E-Commerce marketplaces support millions of daily transactions, and some disagreements between buyers and sellers are unavoidable. Resolving disputes in an accurate, fast, and fair manner is of great importance for maintaining a trustworthy platform. Simple cases can be automated, but intricate cases are not sufficiently addressed by hard-coded rules, and therefore most disputes are currently resolved by people. In this work we take a first step towards automatically assisting human agents in dispute resolution at scale. We construct a large dataset of disputes from the eBay online marketplace, and identify several interesting behavioral and linguistic patterns. We then train classifiers to predict dispute outcomes with high accuracy. We explore the model and the dataset, reporting interesting correlations, important features, and insights.

Context-Based Prediction of App Usage

There are around a hundred installed apps on an average smartphone. The high number of apps and the limited number of app icons that can be displayed on the device's screen requires a new paradigm to address their visibility to the user. In this paper we propose a new online algorithm for dynamically predicting a set of apps that the user is likely to use. The algorithm runs on the user's device and constantly learns the user's habits at a given time, location, and device state. It is designed to actively help the user to navigate to the desired app as well as to provide a personalized feeling, and hence is aimed at maximizing the AUC. We show both theoretically and empirically that the algorithm maximizes the AUC, and yields good results on a set of 1,000 devices.