Athanasios Giannakopoulos


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Churn Intent Detection in Multilingual Chatbot Conversations and Social Media
Christian Abbet | Meryem M’hamdi | Athanasios Giannakopoulos | Robert West | Andreea Hossmann | Michael Baeriswyl | Claudiu Musat
Proceedings of the 22nd Conference on Computational Natural Language Learning

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. As companies increasingly rely on chatbots they need an overview of potentially churny users. To this end, we crowdsource and publish a dataset of churn intent expressions in chatbot interactions in German and English. We show that classifiers trained on social media data can detect the same intent in the context of chatbots. We introduce a classification architecture that outperforms existing work on churn intent detection in social media. Moreover, we show that, using bilingual word embeddings, a system trained on combined English and German data outperforms monolingual approaches. As the only existing dataset is in English, we crowdsource and publish a novel dataset of German tweets. We thus underline the universal aspect of the problem, as examples of churn intent in English help us identify churn in German tweets and chatbot conversations.


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Unsupervised Aspect Term Extraction with B-LSTM & CRF using Automatically Labelled Datasets
Athanasios Giannakopoulos | Claudiu Musat | Andreea Hossmann | Michael Baeriswyl
Proceedings of the 8th Workshop on Computational Approaches to Subjectivity, Sentiment and Social Media Analysis

Aspect Term Extraction (ATE) identifies opinionated aspect terms in texts and is one of the tasks in the SemEval Aspect Based Sentiment Analysis (ABSA) contest. The small amount of available datasets for supervised ATE and the costly human annotation for aspect term labelling give rise to the need for unsupervised ATE. In this paper, we introduce an architecture that achieves top-ranking performance for supervised ATE. Moreover, it can be used efficiently as feature extractor and classifier for unsupervised ATE. Our second contribution is a method to automatically construct datasets for ATE. We train a classifier on our automatically labelled datasets and evaluate it on the human annotated SemEval ABSA test sets. Compared to a strong rule-based baseline, we obtain a dramatically higher F-score and attain precision values above 80%. Our unsupervised method beats the supervised ABSA baseline from SemEval, while preserving high precision scores.