Your Name:

1) CUSTOMER STRUCTURE
Instructions:
- Definitions for head intent, question, answer and other are listed below
- Sample transcript is below defitiontions, you will need to label with correct names

Definitions:
Head intent - the original problem the customer had.
One transcript may have multiple head intents.
The problem must be self-contained, not spread across multiple messages.
Head intents will be present within the first three utterances of the transcript.

Customer question - a question seeking information to solve the customer problem. These will be fur
Also referred to as supplementals
Example: "How do I get in touch with the company please?"
Example: "I’ve not had anything sent to the old address for 2+ years Where on my account does it say that is

Customer answer - An answer in response to an agent question, usually geared toward solving the cu
Example: "1298243932 return id", provides the return id to the agent.
Example: "yes", when in response to an agent question that provides information that moves the problem tow

Other - everything else. Greetings, small talk, etc should be categorized here.
Example: "thanks very much"
Example: "okay" depending on context but typically "okay" is just an acknowledgement that the customer und

Read entire transcript and label utterances with appopriate customer structure label:

1 Customer:
Hi there, I need some help. How much do I owe on my bill?

2 Agent:
Hello there, sure I can help you with that. Can I please have your first name or member ID?

3 Customer:
Thanks, it is Steve - 285717

4 Agent:
Thank you Steve. It looks like you owe $71.55 on your current bill

5 Customer:
Ok. And when do I have to pay by?

6 Agent:
The bill is due on February 13th.

7 Customer:
Great, thanks so much!

8 Agent:
 You are welcome! If there is nothing else I can do for you, have a wonderful day and thank

2) DRIVERS
Instructions:
- Definition and examples listed below
- Label all the utterances below using the drop down of potential drivers

All drivers are located within the Head Intent and serve as the general subject or purpose of the custo

Example: "I have returned a item as seller sent wrong size, seller say's item as not arrived"
-> "Returns"
Example: "I need to pay my bill later"
-> "Payments"

Choose what you think is the right driver for reach utterance (not all will be used):

1 I have this unexpected charge on my bill, can you tell me what it is?

2 Hey I'm looking for a new plan for my phone, what options do you guys have?

3 Can I change the email address that associated with my account?

4 Can you help me I need to pay off the rest of my phone

5 Can you please tell me how much data I have used this month?

6 Hi, I'm having trouble making calls on my new phone

7 I would like to cancel my phone service.

8 Hi there, I need to replace my broken phone

3) INTENTS
Instructions:
- Definition and examples listed below
- Label all the utterances below using the drop down of potential intents

Head intents are the first question/primary problem to be answered in the transcript. Once transcripts
If the customer structure label "head_intent" means: "this message looks like the customer problem", the inte
(Head) Intents are Drivers but more specific to customer's actual issue

Example: "I need to make a payment arrangement please"

-> Payments (driver) --> payment_arrangement (head intent)

Read utterances and choose what you think is the most appropriate head intent (not
Driver: Billing
1 Hi there. I have an upcoming bill I need to pay but forgot what my due date is. It's the 13th

2 I can't believe I'm being charged this much on my bill. Is there anything that can be done so

3 I'm wondering how much my bill will be in total this month?

4 Can you explain what the $10 charges on my bill are for? Doesn't seem right as I never had

5 Hello, where can I pull up a copy of my latest bill?

6 I received a notice that my bill is past due, but the due date isnt supposed to be until the 25

7 I got a new job and my pay schedule has changed. Can I update my billing date?
er problem. These will be further down in the transcript, opposed to the head intent.

my account does it say that is my address?

geared toward solving the customer issue.

on that moves the problem towards resolution.

dgement that the customer understood. It does not provide information to solve the issue (not an 'answer').

cture label:

Label:

your first name or member ID?

Cust. Structure labels
Label: Head intent
Customer question
Customer answer
Other

Label:

Label:
ave a wonderful day and thanks for chatting with us.

bject or purpose of the customer's inquiry

not arrived"

ance (not all will be used): Drivers:

Label: Account
Billing
Label: Disconnections
o you guys have? Equipment
Label: Payment
Plans
Label: Troubleshoot
Usage
Label:

Label:

Label:

Label:

transcript. Once transcripts are sorted into drivers based on topic, utterances will be further classified into ‘sub drivers’, which w
he customer problem", the intent label means "this message is the specific intent X".

appropriate head intent (not all will be used)

Label:
at my due date is. It's the 13th right?
Label:
e anything that can be done so I don't have to pay this much?
Label:
 Label:
esn't seem right as I never had those before
Label:

Label:
snt supposed to be until the 25th of the month???
Label:
date my billing date?
ssified into ‘sub drivers’, which we call head intents.

Billing intents:
Bill - Confirm - Due Date
Bill - Confirm - Total Cost
Bill - Explain - Incorrect
Bill - Reduction - Options
Bill - Set - Due Date
Bill - View - Current
Bill - Why - Changed Due Date