Justification of Customer Complaints using Emotional States and Mental Actions

We apply reasoning about mental attributes to process the scenarios of multiagent conflicts. Our approach is illustrated by the domain of complaint analysis: rather advanced methods are required to determine whether complaint is valid or not. We demonstrate that information on mental actions and emotional states of conflicting agents is frequently sufficient to justify a complaint.

• Type: Conference
• Year: 2004
• Where: FLAIRS
• Authors: Boris Galitsky, Irina Tumarkina
• Keywords: Artificial Intelligence, Complaint Analysis, FLAIRS 2004, Mental Attributes, Multiagent Conflicts