This pilot study employs the Wizard of Oz technique to collect a corpus of written human-computer conversations in the domain of customer service. The resulting dataset contains 192 conversations and is used to test three hypotheses related to the expression and annotation of emotions. First, we hypothesize that there is a discrepancy between the emotion annotations of the participant (the experiencer) and the annotations of our external annotator (the observer). Furthermore, we hypothesize that the personality of the participants has an influence on the emotions they expressed, and on the way they evaluated (annotated) these emotions. We found that for an external, trained annotator, not all emotion labels were equally easy to work with. We also noticed that the trained annotator had a tendency to opt for emotion labels that were more centered in the valence-arousal space, while participants made more ‘extreme’ annotations. For the second hypothesis, we discovered a positive correlation between the personality trait extraversion and the emotion dimensions valence and dominance in our sample. Finally, for the third premise, we observed a positive correlation between the internal-external agreement on emotion labels and the personality traits conscientiousness and extraversion. Our insights and findings will be used in future research to conduct a larger Wizard of Oz experiment.

The ability to track fine-grained emotions in customer service dialogues has many real-world applications, but has not been studied extensively. This paper measures the potential of prediction models on that task, based on a real-world dataset of Dutch Twitter conversations in the domain of customer service. We find that modeling emotion trajectories has a small, but measurable benefit compared to predictions based on isolated turns. The models used in our study are shown to generalize well to different companies and economic sectors.

In online domain-specific customer service applications, many companies struggle to deploy advanced NLP models successfully, due to the limited availability of and noise in their datasets. While prior research demonstrated the potential of migrating large open-domain pretrained models for domain-specific tasks, the appropriate (pre)training strategies have not yet been rigorously evaluated in such social media customer service settings, especially under multilingual conditions. We address this gap by collecting a multilingual social media corpus containing customer service conversations (865k tweets), comparing various pipelines of pretraining and finetuning approaches, applying them on 5 different end tasks. We show that pretraining a generic multilingual transformer model on our in-domain dataset, before finetuning on specific end tasks, consistently boosts performance, especially in non-English settings.

This paper investigates the validity of combining more traditional orthographic information with cross-lingual word embeddings to identify cognate pairs in English-Dutch and French-Dutch. In a first step, lists of potential cognate pairs in English-Dutch and French-Dutch are manually labelled. The resulting gold standard is used to train and evaluate a multi-layer perceptron that can distinguish cognates from non-cognates. Fifteen orthographic features capture string similarities between source and target words, while the cosine similarity between their word embeddings represents the semantic relation between these words. By adding domain-specific information to pretrained fastText embeddings, we are able to obtain good embeddings for words that did not yet have a pretrained embedding (e.g. Dutch compound nouns). These embeddings are then aligned in a cross-lingual vector space by exploiting their structural similarity (cf. adversarial learning). Our results indicate that although the classifier already achieves good results on the basis of orthographic information, the performance further improves by including semantic information in the form of cross-lingual word embeddings.

This paper presents two different systems for the SemEval shared task 7 on Assessing Humor in Edited News Headlines, sub-task 1, where the aim was to estimate the intensity of humor generated in edited headlines. Our first system is a feature-based machine learning system that combines different types of information (e.g. word embeddings, string similarity, part-of-speech tags, perplexity scores, named entity recognition) in a Nu Support Vector Regressor (NuSVR). The second system is a deep learning-based approach that uses the pre-trained language model RoBERTa to learn latent features in the news headlines that are useful to predict the funniness of each headline. The latter system was also our final submission to the competition and is ranked seventh among the 49 participating teams, with a root-mean-square error (RMSE) of 0.5253.

This paper presents proof-of-concept experiments for combining orthographic and semantic information to distinguish cognates from non-cognates. To this end, a context-independent gold standard is developed by manually labelling English-Dutch pairs of cognates and false friends in bilingual term lists. These annotated cognate pairs are then used to train and evaluate a supervised binary classification system for the automatic detection of cognates. Two types of information sources are incorporated in the classifier: fifteen string similarity metrics capture form similarity between source and target words, while word embeddings model semantic similarity between the words. The experimental results show that even though the system already achieves good results by only incorporating orthographic information, the performance further improves by including semantic information in the form of embeddings.