Anbang Xu

Scaling existing applications and solutions to multiple human languages has traditionally proven to be difficult, mainly due to the language-dependent nature of preprocessing and feature engineering techniques employed in traditional approaches. In this work, we empirically investigate the factors affecting language-independent models built with multilingual representations, including task type, language set and data resource. On two most representative NLP tasks -- sentence classification and sequence labeling, we show that language-independent models can be comparable to or even outperforms the models trained using monolingual data, and they are generally more effective on sentence classification. We experiment language-independent models with many different languages and show that they are more suitable for typologically similar languages. We also explore the effects of different data sizes when training and testing language-independent models, and demonstrate that they are not only suitable for high-resource languages, but also very effective in low-resource languages.

Social media platforms provide an enormous public repository of textual data from which valuable information can be extracted. We show that firms can extract business intelligence from social media data bearing on an important business application, measuring brand personality. Specifically, we develop a text analytics framework that integrates different distinct sources of social media data generated by consumers, employees, and firms, to measure brand personality. Based on Elastic-Net regression analyses of a large corpus of social media data, including self-descriptions of 1,996,214 consumers who followed the sample of brands on social media, 312,400 employee reviews of the brands’ firms, and 680,056 brand official tweets, we develop a brand personality model that achieves prediction accuracy as high as 0.78. Among key insights, we find that the profile of individuals who choose to associate with brands on social media is an important predictor of brand personality; this provides the first real-world evidence for a consumer identity-brand personality link. We also identify a link between an organization’s internal corporate environment as perceived by employees and brand personality as judged by consumers. We further illuminate the practical implication of our predictive model by building a cloud-based information system that allows managers and analysts to explore and track personality of their own brands and their competitors’ brands.

Artificial Intelligence (AI) has burrowed into our lives in various aspects; however, without appropriate testing, deployed AI systems are often being criticized to fail in critical and embarrassing cases. Existing testing approaches mainly depend on fixed and pre-defined datasets, providing a limited testing coverage. In this paper, we propose the concept of proactive testing to dynamically generate testing data and evaluate the performance of AI systems. We further introduce Challenge.AI, a new crowd system that features the integration of crowdsourcing and machine learning techniques in the process of error generation, error validation, error categorization, and error analysis. We present experiences and insights into a participatory design with AI developers. The evaluation shows that the crowd workflow is more effective with the help of machine learning techniques. AI developers found that our system can help them discover unknown errors made by the AI models, and engage in the process of proactive testing.

Chatbot has become an important solution to rapidly increasing customer care demands on social media in recent years. However, current work on chatbot for customer care ignores a key to impact user experience - tones. In this work, we create a novel tone-aware chatbot that generates toned responses to user requests on social media. We first conduct a formative research, in which the effects of tones are studied. Significant and various influences of different tones on user experience are uncovered in the study. With the knowledge of effects of tones, we design a deep learning based chatbot that takes tone information into account. We train our system on over 1.5 million real customer care conversations collected from Twitter. The evaluation reveals that our tone-aware chatbot generates as appropriate responses to user requests as human agents. More importantly, our chatbot is perceived to be even more empathetic than human agents.

Predicting personality is essential for social applications supporting human-centered activities, yet prior modeling methods with users written text require too much input data to be realistically used in the context of social media. In this work, we aim to drastically reduce the data requirement for personality modeling and develop a model that is applicable to most users on Twitter. Our model integrates Word Embedding features with Gaussian Processes regression. Based on the evaluation of over 1.3K users on Twitter, we find that our model achieves comparable or better accuracy than state of the art techniques with 8 times fewer data.

One problem that every presenter faces when delivering a public discourse is how to hold the listeners' attentions or to keep them involved. Therefore, many studies in conversation analysis work on this issue and suggest qualitatively con-structions that can effectively lead to audience's applause. To investigate these proposals quantitatively, in this study we an-alyze the transcripts of 2,135 TED Talks, with a particular fo-cus on the rhetorical devices that are used by the presenters for applause elicitation. Through conducting regression anal-ysis, we identify and interpret 24 rhetorical devices as triggers of audience applauding. We further build models that can rec-ognize applause-evoking sentences and conclude this work with potential implications.

In this paper, we present computational models to predict Twitter users' attitude towards a specific brand through their personal and social characteristics. We also predict their likelihood to take different actions based on their attitudes. In order to operationalize our research on users' attitude and actions, we collected ground-truth data through surveys of Twitter users. We have conducted experiments using two real world datasets to validate the effectiveness of our attitude and action prediction framework. Finally, we show how our models can be integrated with a visual analytics system for customer intervention.