Customers ask questions and customer service staffs answer their questions, which is the basic service model via multi-turn customer service (CS) dialogues on E-commerce platforms. Existing studies fail to provide comprehensive service satisfaction analysis, namely satisfaction polarity classification (e.g., well satisfied, met and unsatisfied) and sentimental utterance identification (e.g., positive, neutral and negative). In this paper, we conduct a pilot study on the task of service satisfaction analysis (SSA) based on multi-turn CS dialogues. We propose an extensible Context-Assisted Multiple Instance Learning (CAMIL) model to predict the sentiments of all the customer utterances and then aggregate those sentiments into service satisfaction polarity. After that, we propose a novel Context Clue Matching Mechanism (CCMM) to enhance the representations of all customer utterances with their matched context clues, i.e., sentiment and reasoning clues. We construct two CS dialogue datasets from a top E-commerce platform. Extensive experimental results are presented and contrasted against a few previous models to demonstrate the efficacy of our model.

Recently, neural networks have shown promising results on Document-level Aspect Sentiment Classification (DASC). However, these approaches often offer little transparency w.r.t. their inner working mechanisms and lack interpretability. In this paper, to simulating the steps of analyzing aspect sentiment in a document by human beings, we propose a new Hierarchical Reinforcement Learning (HRL) approach to DASC. This approach incorporates clause selection and word selection strategies to tackle the data noise problem in the task of DASC. First, a high-level policy is proposed to select aspect-relevant clauses and discard noisy clauses. Then, a low-level policy is proposed to select sentiment-relevant words and discard noisy words inside the selected clauses. Finally, a sentiment rating predictor is designed to provide reward signals to guide both clause and word selection. Experimental results demonstrate the impressive effectiveness of the proposed approach to DASC over the state-of-the-art baselines.