Page 202 - Artificial Intelligence for the Internet of Everything

188 Artificial Intelligence for the Internet of Everything

Hence we employ the discourse analysis in our message validation pipeline
and explore which discourse features can be leveraged for argumentation
validity analysis.
When an author attempts to provide a logical or affective argument for
something, a number of argumentation patterns can be employed. The basic
points of argumentation are reflected in the rhetorical structure of text where
an argument is presented. A text without argument, with an affective argu-
ment and with a logical one would have different rhetoric structures
(Moens, Boiy, Palau, & Reed, 2007). When an author uses an affective
argument instead of logical arguments it does not necessarily mean that
his argument is invalid.
We select customer relationship management (CRM) as an important
domain of IoE. One of the trickiest areas of CRM, involving a number
of conflicting agents, is handling customer complaints (Galitsky & de la
Rosa, 2011). In customer complaints the authors are upset with the products
or services they received, as well as how customer support communicated
with them. Complainants frequently write complaints in very strong, emo-
tional language, which may distort the logic of argumentation, therefore
making a judgment on complaint validity difficult. Both affective and logical
argumentation is heavily used.
Banking is one of the industries one would expect to pioneer Internet
of Things (IoT) technologies. In the personal finance domain, customers
would expect a fully automated CRM environment that would solve
100% of their issues. In banking’s customer complaints, customers usually
explain what was promised and advertised, and what they ended up receiv-
ing. Therefore a typical complaint arises when a customer attempts to
communicate this discrepancy with the bank and does not receive an
adequate response. Most complaint authors mention misinformation pro-
vided by company agents, a reluctance to accept responsibility, and a denial
of a refund or compensation to a customer. At the same time, frequently,
customers write complaints attempting to get compensation for allegedly
problematic service.
Judging by complaints, most complainants are in genuine distress due to
a strong deviation between what they expected from a service, what they
received, and how it was communicated. Most complaint authors report
incompetence, flawed policies, ignorance, indifference to customer needs,
and misrepresentation from the customer service personnel. The authors
have frequently exhausted the communicative means available to them;
confused, they may seek recommendations from other users. They often