Reasoning for Resolving Customer Complaints

We report on a novel approach to modeling a dynamic domain with limited knowledge. A domain may include participating agents where we are uncertain about the motivations and decision-making principles of some of these agents. Our reasoning setting for such domains includes deductive, inductive and abductive components. The deductive component is based on situation calculus and describes the behavior of agents with complete information. The machine learning-based inductive and abductive components involve the previous experience with the agents, whose actions are uncertain to the system. Suggested reasoning machinery is applied to the problem of processing customer complaints in the form of textual messages that contain a multiagent conflict. The task is to predict the future actions of an opponent agent to determine the required course of action to resolve a multiagent conflict. This chapter demonstrates that the hybrid reasoning approach outperforms both stand-alone deductive and inductive components. The suggested methodology reflects the general situation of reasoning in dynamic domains in the conditions of uncertainty, merging analytical (rule-based) and analogy-based reasoning.