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

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Detecting multiple intents in a colloquial situation

In this real-life scenario a lady complains about a cancelled train. She asks for a refund of the tickets, because she missed her connection train. At the end of the complaint she also states that her son has left his mobile phone in the compartment. She then asks for the phone number of Lost&Found.

Vague statements

The customer doesn't state his request in a clear wording. He describes the situation that led to his problem over several sentences before asking for a refund of his ticket.

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