The California Independent System Operator (CAISO) utilizes a system-wide, voluntary demand response (DR) tool, called the Flex Alert program, designed to reduce energy usage during peak hours, particularly on hot summer afternoons when surges in electricity demand threaten to exceed available generation resources. However, the few analyses on the efficacy of CAISO Flex Alerts have produced inconsistent results and do not investigate how participation varies across sectors, regions, population demographics, or time. Evaluating the efficacy of DR tools is difficult as there is no ground truth in terms of what demand would have been in the absence of the DR event. Thus, we first define two metrics that to evaluate how responsive customers were to Flex Alerts, including the
Linguistic Elements of Engaging Customer Service Discourse on Social Media
Customers are rapidly turning to social media for customer support. While brand agents on these platforms are motivated and well-intentioned to help and engage with customers, their efforts are often ignored if their initial response to the customer does not match a specific tone, style, or topic the customer is aiming to receive. The length of a conversation can reflect the effort and quality of the initial response made by a brand toward collaborating and helping consumers, even when the overall sentiment of the conversation might not be very positive. Thus, through this study, we aim to bridge this critical gap in the existing literature by analyzing language’s content and stylistic aspects such as expressed empathy, psycho-linguistic features, dialogue tags, and metrics for quantifying personalization of the utterances that can influence the engagement of an interaction. This paper demonstrates that we can predict engagement using initial customer and brand posts.
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- Award ID(s):
- 2145357
- NSF-PAR ID:
- 10412925
- Date Published:
- Journal Name:
- Proceedings of the Fifth Workshop on Natural Language Processing and Computational Social Science (NLP+CSS)
- Page Range / eLocation ID:
- 105 - 117
- Format(s):
- Medium: X
- Sponsoring Org:
- National Science Foundation
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Abstract Flex Period Response , which estimates how much demand was shifted away from the Flex Alert period, and theRamping Response , which estimates changes in demand during the first hour of the Flex Alert period. We then analyze the hourly load response of the residential sector, based on ∼200 000 unique homes, on 17 Flex Alert days during the period spanning 2015–2020 across the Southern California Edison (SCE) utility’s territory and compare it to total SCE load. We find that the Flex Period Response varied across Flex Alert days for both the residential (−18% to +3%) and total SCE load (−7% to +4%) and is more dependent on but less correlated with temperature for the residential load than total SCE load. We also find that responsiveness varied across subpopulations (e.g. high-income, high-demand customers are more responsive) and census tracts, implying that some households have more load flexibility during Flex Alerts than others. The variability in customer engagement suggests that customer participation in this type of program is not reliable, particularly on extreme heat days, highlighting a shortcoming in unincentivized, voluntary DR programs. -
In many VoIP systems, Voice Activity Detection (VAD) is often used on VoIP traffic to suppress packets of silence in order to reduce the bandwidth consumption of phone calls. Unfortunately, although VoIP traffic is fully encrypted and secured, traffic analysis of this suppression can reveal identifying information about calls made to customer service automated phone systems. Because different customer service phone systems have distinct, but fixed (pre-recorded) automated voice messages sent to customers, VAD silence suppression used in VoIP will enable an eavesdropper to profile and identify these automated voice messages. In this paper, we will use a popular enterprise VoIP system (Cisco CallManager), running the default Session Initiation Protocol (SIP) protocol, to demonstrate that an attacker can reliably use the silence suppression to profile calls to such VoIP systems. Our real-world experiments demonstrate that this side-channel profiling attack can be used to accurately identify not only what customer service phone number a customer calls, but also what following options are subsequently chosen by the caller in the phone conversation.more » « less
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Abstract Local delivery networks expect drivers to make deliveries to and/or pickups from customers using the shortest routes in order to minimize costs, delivery time, and environmental impact. However, in real‐world applications, it is often the case that not all customers are known when planning the initial delivery route. Instead, additional customers become known while the driver is making deliveries or pickups. Before serving the new demand requests, the vehicle will return to the depot for restocking. In other words, there exists a precedence relation in the delivery route to visit the depot before delivering new orders. The uncertainty in new customer locations can lead to expensive rerouting of the tour, as drivers revisit previous neighborhoods to serve the new customers. We address this issue by constructing the delivery route with the knowledge that additional customers will appear, using historical demand patterns to guide our predictions for the uncertainty. We model this network delivery problem as a precedence‐constrained asymmetric traveling salesman problem using mixed‐integer optimization. Experimental results show that the proposed robust optimization approach provides an effective delivery route under the uncertainty of customer demands.
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User-generated product reviews are essential for online platforms like Amazon and Yelp. However, the presence of fake reviews misleads customers. GNN is the state-of-the-art method that detects suspicious reviewers by exploiting the topologies of the graph connecting reviewers, reviews, and products. Nevertheless, the discrepancy in the detection accuracy over different groups of reviewers degrades reviewer engagement and customer trust in the review websites. Unlike the previous belief that the difference between the groups causes unfairness, we study the subgroup structures within the groups that can also cause discrepancies in treating different groups. This paper addresses the challenges of defining, approximating, and utilizing a new subgroup structure for fair spam detection. We first identify subgroup structures in the review graph that lead to discrepant accuracy in the groups. The complex dependencies over the review graph create difficulties in teasing out subgroups hidden within larger groups. We design a model that can be trained to jointly infer the hidden subgroup memberships and exploits the membership for calibrating the detection accuracy across groups. Comprehensive comparisons against baselines on three large Yelp review datasets demonstrate that the subgroup membership can be identified and exploited for group fairness.more » « less
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Accepted Manuscript1.0
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