One System to Rule them All: a Universal Intent Recognition System for Customer Service Chatbots

Customer service chatbots are conversational systems designed to provide information to customers about products/services offered by different companies. Particularly, intent recognition is one of the core components in the natural language understating capabilities of a chatbot system. Among the different intents that a chatbot is trained to recognize, there is a set of them that is universal to any customer service chatbot. Universal intents may include salutation, switch the conversation to a human agent, farewells, among others. A system to recognize those universal intents will be very helpful to optimize the training process of specific customer service chatbots. We propose the development of a universal intent recognition system, which is trained to recognize a selected group of 11 intents that are common in 28 different chatbots. The proposed system is trained considering state-of-the-art word-embedding models such as word2vec and BERT, and deep classifiers based on convolutional and recurrent neural networks. The proposed model is able to discriminate between those universal intents with a balanced accuracy up to 80.4\%. In addition, the proposed system is equally accurate to recognize intents expressed both in short and long text requests. At the same time, misclassification errors often occurs between intents with very similar semantic fields such as farewells and positive comments. The proposed system will be very helpful to optimize the training process of a customer service chatbot because some of the intents will be already available and detected by our system. At the same time, the proposed approach will be a suitable base model to train more specific chatbots by applying transfer learning strategies.

Gender Recognition in Informal and Formal Language Scenarios via Transfer Learning

The interest in demographic information retrieval based on text data has increased in the research community because applications have shown success in different sectors such as security, marketing, heath-care, and others. Recognition and identification of demographic traits such as gender, age, location, or personality based on text data can help to improve different marketing strategies. For instance it makes it possible to segment and to personalize offers, thus products and services are exposed to the group of greatest interest. This type of technology has been discussed widely in documents from social media. However, the methods have been poorly studied in data with a more formal structure, where there is no access to emoticons, mentions, and other linguistic phenomena that are only present in social media. This paper proposes the use of recurrent and convolutional neural networks, and a transfer learning strategy for gender recognition in documents that are written in informal and formal languages. Models are tested in two different databases consisting of Tweets and call-center conversations. Accuracies of up to 75\% are achieved for both databases. The results also indicate that it is possible to transfer the knowledge from a system trained on a specific type of expressions or idioms such as those typically used in social media into a more formal type of text data, where the amount of data is more scarce and its structure is completely different.