Detecting Customer Complaint Escalation with Recurrent Neural Networks and Manually-Engineered Features

Consumers dissatisfied with the normal dispute resolution process provided by an ecommerce company's customer service agents have the option of escalating their complaints by filing grievances with a government authority. This paper tackles the challenge of monitoring ongoing text chat dialogues to identify cases where the customer expresses such an intent, providing triage and prioritization for a separate pool of specialized agents specially trained to handle more complex situations. We describe a hybrid model that tackles this challenge by integrating recurrent neural networks with manually-engineered features. Experiments show that both components are complementary and contribute to overall recall, outperforming competitive baselines. A trial online deployment of our model demonstrates its business value in improving customer service.