Text Classification

Objective

This project classifies conversational phrases into different categories based on the content. The network is trained on customer support conversations. Only agent's conversation is used for this purpose. The different categories of the conversation indicate the information the agent is providing/gathering. By predicting the classification category,the agent can be provided by more targeted documentation to help the customer. This tool can be used to both help/support the agent as well as measure their performance.

Data

Below is a snapshot of the chat conversation data:

| How are you doing ?                                      | Greeting |
| Please find product details at this location             | Product features |
| You could save potentially $100/year with our product    | Benefits to customer |
| Can i get refund ?                                       | Refund |
| This program includes 1 online course every semester     | program features to customer | 
| I am looking for any discount                            | Discount |
| Can i get the number on the card for purchase            | Close attempt |
| May I please know why are you dissatified with product ? | Enquires for pain points |
| Sorry for the inconvenience that has been caused to you  | Pleases customer |
| This program is much better than our competitor          | Upsells the product |

Architecture

Results

Parameters iterated on:

1. Data preprocessing
2. No of layers
3. Class weights
4. Activation functions
5. Epochs
6. Sampling

Requirements

gensim==2.3.0
ipython==5.4.1
Keras==2.0.5
matplotlib==2.0.2
nltk==3.2.5
numpy==1.13.0
pandas==0.20.2
scikit-image==0.13.0
scikit-learn==0.18.2
scipy==0.19.1
tensorflow==1.2.1

Slides

Presentation slides are here: http://tinyurl.com/SaiMarapaReddyAIDemo