Epistemic Categorization for Analysis of Customer Complaints

We introduce the particular functionality of the Co mplaint Engine suite, the integrated complaint management component for mediating consumer disputes. We formulate the problem of epistemic categorization: whether a given complaint submitted by an upset customer is an adequate representation of company’s product, servi ce and attitude towards customers. To do that, a sequence of communicative actions and argumentation patterns in the course of complaint resolution (as described by a complainant) is analyzed. Instead of natural la nguage processing of textual complaints we use two interac tive forms: the first one, to specify communicative acti ons and argumentative links between their parameters, and t he second one, to specify the argumentative relations between the major claims. We briefly outline the reasoning components involved in processing the above data to extract information which would then be expected to be truthful. We then perform the comparative evaluatio n of the involved reasoning units.