Multi-intent recognition: Real-life customer complaint in a call center of a railway company.

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Transcript of the analyzed text

Hi, my name is Jane Doe. I have a complaint. We booked the connection Westerland to Hamburg yesterday and nothing worked. The ICE didn’t work. We were told it was because of some power interference on the route. We had to wait for more than an hour until the next train arrived. We missed our connection to Austria and had to stay in Hamburg over night. How can I claim my refunds for the incurred cost. In this hurly-burly my son then left his mobile in the compartment. Could you tell me the phone number of Lost&Found?

1. intent: How can I claim my refunds for the incurred cost?

2. intent: In this hurly-burly my son then left his mobile in the compartment.

3. Could you tell me the phone number of Lost&Found?

Proposed Solutions

DEEPSEARCH automatically detects the correct solutions that apply to the situation. It weights the cases with probabilities and ranks them from highest to lowest. In the video shown the first three of the suggested solutions are correctly displayed:

1. Passenger rights – Impairment of performance

2. Telephone list – Customer hotlines

3. Lost&Found – Notice of loss

Multi-intent recognition: Real-life customer complaint in a call center of a railway company.

Detecting multiple intents in a colloquial situation

Vague statements

Transcript of the analyzed text

Proposed Solutions