{"about":{"site":"https://codewithpapers.app","non_affiliation":"Code with Papers and Syntology are not affiliated with, endorsed by, or sponsored by Papers with Code, Meta, or the pwc-archive mirror.","licence":"CC BY-SA 4.0","licence_url":"https://creativecommons.org/licenses/by-sa/4.0/legalcode","attribution":"https://codewithpapers.app/attribution","modified":"archive material modified by Syntology; see the attribution page"},"url":"/paper/churn-intent-detection-in-multilingual","title":"Churn Intent Detection in Multilingual Chatbot Conversations and Social Media","arxiv_id":"1808.08432","date":"2018-08-25","proceeding":"CONLL 2018 10","authors":["Christian Abbet","Meryem M'hamdi","Athanasios Giannakopoulos","Robert West","Andreea Hossmann","Michael Baeriswyl","Claudiu Musat"],"abstract":"We propose a new method to detect when users express the intent to leave a\nservice, also known as churn. While previous work focuses solely on social\nmedia, we show that this intent can be detected in chatbot conversations. As\ncompanies increasingly rely on chatbots they need an overview of potentially\nchurny users. To this end, we crowdsource and publish a dataset of churn intent\nexpressions in chatbot interactions in German and English. We show that\nclassifiers trained on social media data can detect the same intent in the\ncontext of chatbots.\n  We introduce a classification architecture that outperforms existing work on\nchurn intent detection in social media. Moreover, we show that, using bilingual\nword embeddings, a system trained on combined English and German data\noutperforms monolingual approaches. As the only existing dataset is in English,\nwe crowdsource and publish a novel dataset of German tweets. We thus underline\nthe universal aspect of the problem, as examples of churn intent in English\nhelp us identify churn in German tweets and chatbot conversations.","url_abs":"http://arxiv.org/abs/1808.08432v1","url_pdf":"http://arxiv.org/pdf/1808.08432v1.pdf","source":{"archive":"pwc-archive (Hugging Face), CC BY-SA 4.0","snapshot":"2025-07-28","licence_url":"https://creativecommons.org/licenses/by-sa/4.0/legalcode","row_kind":"abstracts"},"code_links":[{"paper_slug":"churn-intent-detection-in-multilingual","repo_url":"https://github.com/swisscom/churn-intent-DE","is_official":1,"mentioned_in_paper":1,"mentioned_in_github":0,"framework":"none","reach":null}],"tasks":[{"task_slug":"chatbot","task_name":"Chatbot"},{"task_slug":"intent-detection","task_name":"Intent Detection"},{"task_slug":"word-embeddings","task_name":"Word Embeddings"}],"methods":[],"datasets_introduced":[],"methods_introduced":[],"results":[],"syntology":{"atlas_url":"https://app.syntology.ai/?focus=1808.08432","mcp":null,"developers":"https://syntology.ai/developers"},"arxiv_metadata":null,"syntology_extracted_results":null}