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.
Multilingual word embeddings have been applied in the context of tasks like Cross-Lingual Document Classification (CLDC) as in @cite_8 . The authors evaluate the quality of multilingual embeddings they induced using parallel data to classify unlabeled documents in a target language using only labeled documents in a source language. However, a comparison between the performance using monolingual versus multilingual data is missing. We try to address this problem in our research.
@cite_8
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Distributed representations of words have proven extremely useful in numerous natural language processing tasks. Their appeal is that they can help alleviate data sparsity problems common to supervised learning. Methods for inducing these representations require only unlabeled language data, which are plentiful for many natural languages. In this work, we induce distributed representations for a pair of languages jointly. We treat it as a multitask learning problem where each task corresponds to a single word, and task relatedness is derived from co-occurrence statistics in bilingual parallel data. These representations can be used for a number of crosslingual learning tasks, where a learner can be trained on annotations present in one language and applied to test data in another. We show that our representations are informative by using them for crosslingual document classification, where classifiers trained on these representations substantially outperform strong baselines (e.g. machine translation) when applied to a new language.