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.
Microblogging today has become a very popular communication tool among Internet users. Millions of users share opinions on different aspects of life everyday. Therefore microblogging web-sites are rich sources of data for opinion mining and sentiment analysis. Because microblogging has appeared relatively recently, there are a few research works that were devoted to this topic. In our paper, we focus on using Twitter, the most popular microblogging platform, for the task of sentiment analysis. We show how to automatically collect a corpus for sentiment analysis and opinion mining purposes. We perform linguistic analysis of the collected corpus and explain discovered phenomena. Using the corpus, we build a sentiment classifier, that is able to determine positive, negative and neutral sentiments for a document. Experimental evaluations show that our proposed techniques are efficient and performs better than previously proposed methods. In our research, we worked with English, however, the proposed technique can be used with any other language.