Linguistic Elements of Engaging Customer Service Discourse on Social Media

Customers are rapidly turning to social media for customer support. While brand agents on these platforms are motivated and well-intentioned to help and engage with customers, their efforts are often ignored if their initial response to the customer does not match a specific tone, style, or topic the customer is aiming to receive. The length of a conversation can reflect the effort and quality of the initial response made by a brand toward collaborating and helping consumers, even when the overall sentiment of the conversation might not be very positive. Thus, through this study, we aim to bridge this critical gap in the existing literature by analyzing language's content and stylistic aspects such as expressed empathy, psycho-linguistic features, dialogue tags, and metrics for quantifying personalization of the utterances that can influence the engagement of an interaction. This paper demonstrates that we can predict engagement using initial customer and brand posts.

A Fully Convolutional Neural Network based Structured Prediction Approach Towards the Retinal Vessel Segmentation

Automatic segmentation of retinal blood vessels from fundus images plays an important role in the computer aided diagnosis of retinal diseases. The task of blood vessel segmentation is challenging due to the extreme variations in morphology of the vessels against noisy background. In this paper, we formulate the segmentation task as a multi-label inference task and utilize the implicit advantages of the combination of convolutional neural networks and structured prediction. Our proposed convolutional neural network based model achieves strong performance and significantly outperforms the state-of-the-art for automatic retinal blood vessel segmentation on DRIVE dataset with 95.33% accuracy and 0.974 AUC score.