Datasets:
Utterance
stringlengths 44
202
| __index_level_0__
int64 1
17.1k
| Predicted_Intent
stringclasses 16
values | Intent_Score
float64 0.08
0.61
| Sentiment
stringclasses 2
values | RSICs
stringclasses 3
values | empathy_score
int64 1
5
| listening_score
int64 1
5
| fallback_type
stringclasses 4
values | Topic
int64 1
16
| Topic_Name
stringclasses 16
values |
|---|---|---|---|---|---|---|---|---|---|---|
Can I get assistance in LHR when I land on my cname- Business Class flight and have to change terminals to continue my journey in transit on Thai Airways, a non award flight. | 3,279 | RequestAssistance | 0.154604 | NEGATIVE | Low | 2 | 1 | no fallback | 10 | Request Assistance |
If I book my flight through princess cruise, so I can have one bill. Can I use my --- signature miles to upgrade? | 10,212 | UpgradeRequest | 0.164925 | NEGATIVE | Low | 2 | 1 | no fallback | 11 | Upgrade Request |
Okay,arrive in Oslo at 5:00pm and catch Flight to Copenhagen at 5:30pm - will I be able to do that in 30 Minutes ? | 220 | GeneralInquiry | 0.12714 | NEGATIVE | Low | 1 | 2 | no fallback | 1 | General Inquiry |
I did not see my canceled reservation in my account under cancel reservation | 8,692 | Complaint | 0.203272 | NEGATIVE | Low | 2 | 2 | no fallback | 3 | Complaint |
I already booked a flight feb. 16th that i would like to get flyer miles for | 59 | MileageInquiry | 0.117108 | NEGATIVE | Low | 1 | 2 | no fallback | 4 | Mileage Inquiry |
I just changed my flight due to mechanical issues at the airport. Can I get my new itinerary sent to my email? | 16,134 | GeneralInquiry | 0.114177 | NEGATIVE | Low | 1 | 2 | no fallback | 1 | General Inquiry |
My last name on my mileage plan account is wrong. How do I change it. My #--------. ----- | 3,008 | Complaint | 0.195054 | NEGATIVE | Low | 1 | 2 | intent mismatch | 3 | Complaint |
i need to book a last minute flight to go atlanta for a funeral | 16,640 | RequestAssistance | 0.120998 | NEGATIVE | Low | 1 | 1 | no fallback | 10 | Request Assistance |
I have signed up for TSA pre-screening. It always works on American, but never on cname-. I think it is because my middle name is on my passport, but not on my ticket (American had to change somethi | 11,123 | CheckFlightStatus | 0.117859 | NEGATIVE | Low | 2 | 1 | no fallback | 8 | Check Flight Status |
My mileage plan account does not include my travel to China last May | 15,840 | Other | 0.108199 | NEGATIVE | Low | 2 | 2 | no fallback | 9 | Other |
how much do you charge for two checked bags? One a regular size and weight bag, the other will be a set of golf clubs. | 15,385 | GeneralInquiry | 0.134651 | NEGATIVE | Low | 2 | 2 | no fallback | 1 | General Inquiry |
seats are available but the system isn't allowing me to choose the seats | 2,917 | Complaint | 0.163602 | NEGATIVE | Low | 2 | 1 | no fallback | 3 | Complaint |
I have sent mileage plan an e-mail this mornng, but I do not have documentation that it was received by mileage plan service center | 8,412 | Complaint | 0.122107 | NEGATIVE | Low | 1 | 2 | no fallback | 3 | Complaint |
Yes or no can I take a razor for my legs in my carry on | 15,346 | GeneralInquiry | 0.11673 | NEGATIVE | Low | 2 | 2 | no fallback | 1 | General Inquiry |
How many award miles do I need for a Mileageplan award ticket? | 8,446 | MileageInquiry | 0.160484 | NEGATIVE | Low | 1 | 2 | no fallback | 4 | Mileage Inquiry |
what is the phone number to speak to a customer service rep | 462 | GeneralInquiry | 0.181203 | NEGATIVE | Low | 1 | 1 | no fallback | 1 | General Inquiry |
looking to switch to cname- from Delta i am a Delta Diamond and was told that you will offer me an upgraded status if i switch | 13,473 | UpgradeRequest | 0.279982 | POSITIVE | Low | 2 | 1 | no fallback | 11 | Upgrade Request |
My son, ------------, traveling on -- ##### from PIT to Houston yesterday, 2/1 left a Nook E-Reader on the flight. | 7,195 | Complaint | 0.146962 | NEGATIVE | Low | 1 | 2 | no fallback | 3 | Complaint |
I have forgotten and lost my accoutn number, PIN, and password. My information is below: --------------------------------------------------------------------------------------------------- I n | 5,877 | Complaint | 0.17798 | NEGATIVE | Low | 1 | 2 | no fallback | 3 | Complaint |
does cname- offer bereavement rates? My mother passed away in NY last night and I'm in Los Angeles | 9,343 | Complaint | 0.208407 | NEGATIVE | Low | 1 | 1 | no fallback | 3 | Complaint |
how do I travel with a child who is not my son | 15,125 | Other | 0.220851 | NEGATIVE | Low | 2 | 2 | no fallback | 9 | Other |
How many award miles do I need for a Mileageplan award ticket? | 5,448 | MileageInquiry | 0.160484 | NEGATIVE | Low | 1 | 2 | no fallback | 4 | Mileage Inquiry |
How do I get credit for a flight that I have recently completed? | 5,644 | CreditCardInquiry | 0.160877 | NEGATIVE | Low | 2 | 2 | no fallback | 6 | Credit Card Inquiry |
how do I add my mileage plan number to an existing reservation | 14,373 | MileageInquiry | 0.128118 | NEGATIVE | Low | 1 | 1 | no fallback | 4 | Mileage Inquiry |
Trying book 5 tickets but want to see if i could get 2 or 3 of them with miles | 4,490 | MileageInquiry | 0.176907 | NEGATIVE | Low | 1 | 1 | no fallback | 4 | Mileage Inquiry |
i have a flight confirmed and ticket info. how do I add priority seating because I forgot to do it when I bought ticket | 7,666 | Complaint | 0.170713 | NEGATIVE | Low | 1 | 5 | no fallback | 3 | Complaint |
i have a mileageplan explorer credit card. How do I get my mileage plan number and PIN? | 14,018 | MileageInquiry | 0.172007 | NEGATIVE | Low | 2 | 1 | no fallback | 4 | Mileage Inquiry |
I already read through all these pages. There is no phone or direction to request for assistance at the airport. | 9,219 | GeneralInquiry | 0.119665 | NEGATIVE | Low | 1 | 2 | no fallback | 1 | General Inquiry |
when i signed up for the card i was supposed to get 60,000 miles once i spent $1,000 | 3,907 | CreditCardInquiry | 0.113117 | NEGATIVE | Low | 2 | 1 | no fallback | 6 | Credit Card Inquiry |
Someone else booked my flight. how can i view my flight itinerary? | 399 | Other | 0.398963 | NEGATIVE | Low | 2 | 1 | no fallback | 9 | Other |
Can I get a copy of my itinerary from 1/8 and 1/27 | 16,441 | Complaint | 0.127548 | NEGATIVE | Low | 2 | 1 | no fallback | 3 | Complaint |
if i bought an economy class, fair class N, and i used award miles to upgrade, how many miles do i earn | 15,320 | MileageInquiry | 0.203752 | NEGATIVE | Low | 2 | 1 | no fallback | 4 | Mileage Inquiry |
Why was I charged an addtional 550 for wach ticket on Dec 2? | 11,780 | Complaint | 0.185555 | NEGATIVE | Low | 1 | 1 | no fallback | 3 | Complaint |
how can I purchase premier access after I booked my flight? I am expensing the flight and needed the charge for premier access to be separate so I didn't select it before. | 2,834 | Complaint | 0.196793 | NEGATIVE | Low | 2 | 1 | no fallback | 3 | Complaint |
Also, I understand that since our plans changed because of a medical emergency, the charge to change the itinerary will be waived, but I don't know what kind of documentation I need to provide. | 3,566 | Complaint | 0.114798 | NEGATIVE | High | 5 | 1 | no fallback | 3 | Complaint |
Would you email me when I can buy mileage plan points using your double bonus? Thanks, ------------ | 11,869 | CreditCardInquiry | 0.118884 | POSITIVE | Low | 2 | 2 | no fallback | 6 | Credit Card Inquiry |
I lost my cel phone at the Chicago O'Hare airport in C Terminal | 4,925 | BaggageClaim | 0.110226 | NEGATIVE | Low | 2 | 1 | no fallback | 7 | Baggage Claim |
I'm not sure if my last flight was recorded, how can i check | 7,561 | GeneralInquiry | 0.134513 | NEGATIVE | Low | 2 | 1 | no fallback | 1 | General Inquiry |
I can not check in with my ticket number or my mileage number. My milage number is: ------ and my ticket number is: ##########. My travel company did not give me a confirmation number | 11,911 | Complaint | 0.121646 | NEGATIVE | Low | 2 | 3 | no fallback | 3 | Complaint |
How many award miles do I need for a Mileageplan award ticket? | 5,781 | MileageInquiry | 0.160484 | NEGATIVE | Low | 2 | 2 | no fallback | 4 | Mileage Inquiry |
what are the charges to cancel a flight booked with reward miles? | 13,338 | MileageInquiry | 0.15513 | NEGATIVE | Low | 1 | 1 | no fallback | 4 | Mileage Inquiry |
I would like to change my flight. I bought it yesterday and today I saw a later time for themsame amount I paid yesterday | 14,233 | Complaint | 0.213736 | NEGATIVE | Low | 2 | 1 | no fallback | 3 | Complaint |
Hi, I have a letter to send with some feedback and request to speak to a supervisor, what email address would I send this to? | 15,378 | Complaint | 0.146439 | NEGATIVE | Low | 2 | 2 | no fallback | 3 | Complaint |
What happens if I am sick the day of departure and cannot fly? | 8,988 | GeneralInquiry | 0.138981 | NEGATIVE | Low | 1 | 1 | no fallback | 1 | General Inquiry |
would like assistance with bereavement flight..found flights that would work for me, would like to speak to representative about rate | 9,780 | RequestAssistance | 0.302437 | POSITIVE | Low | 1 | 1 | no fallback | 10 | Request Assistance |
Need to request refund on seat upgrade for a flight i never took | 331 | Complaint | 0.256786 | NEGATIVE | Medium | 1 | 2 | no fallback | 3 | Complaint |
How many award miles do I need for a Mileageplan award ticket? | 2,241 | MileageInquiry | 0.160484 | NEGATIVE | Low | 2 | 1 | no fallback | 4 | Mileage Inquiry |
I'm trying to book a flight and use my rewrads miles. This si my first time using them. If I select the flight I am looking at, is it refundable like other cash reservations if I should change my mi | 815 | MileageInquiry | 0.142272 | NEGATIVE | Medium | 2 | 2 | no fallback | 4 | Mileage Inquiry |
Can you give me a phone number so I can talk to a representative? | 2,434 | Complaint | 0.139552 | NEGATIVE | Low | 1 | 1 | no fallback | 3 | Complaint |
How many award miles do I need for a Mileageplan award ticket? | 3,581 | MileageInquiry | 0.160484 | NEGATIVE | Low | 2 | 2 | no fallback | 4 | Mileage Inquiry |
I have a flight booked and the other person needs to change her flight times. How do I do that? | 2,148 | Other | 0.449766 | NEGATIVE | Low | 1 | 1 | no fallback | 9 | Other |
Hello, I have a flight this afternoon and the website is not allowing me to check-in. Confirmation # ------ Last name: -------- | 615 | ProvideInformation | 0.138237 | NEGATIVE | Low | 1 | 4 | no fallback | 2 | Provide Information |
I have this reservation, and I am wondering if I can change the returning flights | 1,286 | Complaint | 0.137654 | NEGATIVE | Low | 1 | 2 | no fallback | 3 | Complaint |
I am unable to find as last name and cofirmation do not seem to match please help | 8,906 | RequestAssistance | 0.256214 | NEGATIVE | Low | 4 | 1 | no fallback | 10 | Request Assistance |
need to find out info about an airfare i brought for someone an she didnt use it | 13,046 | RequestAssistance | 0.140973 | NEGATIVE | Low | 2 | 1 | no fallback | 10 | Request Assistance |
How many award miles do I need for a Mileageplan award ticket? | 11,384 | MileageInquiry | 0.160484 | NEGATIVE | Low | 2 | 2 | no fallback | 4 | Mileage Inquiry |
Hello. Is it possible to get on standby tomorrow, but to do it today? | 10,079 | GeneralInquiry | 0.179849 | NEGATIVE | Low | 1 | 2 | no fallback | 1 | General Inquiry |
I flow Air Canada AC087 from Toronto to Shanghai on Dec.30 2012 and got 7,111 premier qualifying miles which should be counted into the period 12/03/2012-12/31/2012, but you counted my 7,111 miles int | 5,399 | Complaint | 0.196807 | NEGATIVE | Low | 2 | 2 | no fallback | 3 | Complaint |
I know a last minute flight is expensive are there any lower rates, possible stand by | 4,827 | GeneralInquiry | 0.151254 | NEGATIVE | Low | 2 | 2 | no fallback | 1 | General Inquiry |
How many award miles do I need for a Mileageplan award ticket? | 11,905 | MileageInquiry | 0.160484 | NEGATIVE | Low | 1 | 1 | no fallback | 4 | Mileage Inquiry |
I upgraded a ticket to economy plus and was charged 2 times. One charge was 69 and one was 51. Is this an error? | 15,610 | Complaint | 0.117311 | NEGATIVE | Medium | 2 | 1 | other fallback | 3 | Complaint |
what do I need to fly if I buy my ticket online? | 9,118 | GeneralInquiry | 0.169992 | NEGATIVE | Low | 1 | 2 | no fallback | 1 | General Inquiry |
i dont know my mileage plan number or my password, how do i go about this | 5,975 | Complaint | 0.166091 | NEGATIVE | Low | 2 | 1 | no fallback | 3 | Complaint |
I am wait listed for an ungrade to business on a flight from LAX to Shanghai PVG. If I purchase an economy plus seat do I get charged for both or only the one I eventually use? | 11,675 | GeneralInquiry | 0.112694 | NEGATIVE | Low | 2 | 2 | no fallback | 1 | General Inquiry |
when I click on select in awards travel it gives me an error message | 5,335 | CheckFlightStatus | 0.136208 | NEGATIVE | Medium | 2 | 2 | other fallback | 8 | Check Flight Status |
Who would I contact about missing miles from signing up for Netflix? | 4,993 | Complaint | 0.132843 | NEGATIVE | Low | 2 | 1 | no fallback | 3 | Complaint |
Hi, I received a customer appreciation certificate in November 2012 for $100. I attempted to use it last night and it didn't work. the number is ################## Can you please advise what th | 11,888 | GeneralInquiry | 0.150362 | NEGATIVE | Low | 2 | 1 | no fallback | 1 | General Inquiry |
How do I edit incorrect information I filled out for a passenger when making a recent reservation? | 15,461 | GeneralInquiry | 0.200987 | NEGATIVE | Low | 1 | 2 | intent mismatch | 1 | General Inquiry |
Can I cancel a reservation for myself and then use those funds to make a reservation for my daughter? | 13,029 | Complaint | 0.112737 | NEGATIVE | Low | 2 | 2 | no fallback | 3 | Complaint |
can i pre pay a bag fee one week before my flight | 7,526 | GeneralInquiry | 0.114472 | NEGATIVE | Low | 2 | 1 | no fallback | 1 | General Inquiry |
My husband has a flight to Maui planned for March 2, I need to get the itinerary for his work | 15,888 | GeneralInquiry | 0.121816 | NEGATIVE | Low | 1 | 2 | no fallback | 1 | General Inquiry |
You are not understanding - I need to use my miles and my husband to combine the awards | 8,541 | Complaint | 0.195835 | NEGATIVE | Low | 3 | 1 | no fallback | 3 | Complaint |
i am trying to pay with a canceled ticket no ################ | 9,373 | Complaint | 0.264252 | NEGATIVE | Low | 2 | 2 | no fallback | 3 | Complaint |
HI there, My name is ----------- and I have a flight this afternoon from SFO to MSY. I am not able to find my confirmation number (printout of my itinerary) and flight information for my flight out | 6,551 | GeneralInquiry | 0.192009 | NEGATIVE | Low | 2 | 5 | no fallback | 1 | General Inquiry |
Is there a phone number for me to call so I can talk to someone? | 13,569 | GeneralInquiry | 0.180649 | NEGATIVE | Low | 1 | 1 | no fallback | 1 | General Inquiry |
cost of changing flight from ZRH to FLL on 09/11/13 to 08/28/11 on reservation ###### | 13,623 | ChangeFlight | 0.229613 | NEGATIVE | Low | 2 | 1 | no fallback | 14 | Change Flight |
HOW CAN I UPGRADE MY TICKET TO BUSINES IF I DO NOT HAVE ENOH=GH TO REDEEM IT"" TAHNKS | 11,927 | Complaint | 0.277796 | NEGATIVE | Low | 2 | 2 | no fallback | 3 | Complaint |
Hi ----, How can I pay the second checked bag fees when I book the ticket. | 2,485 | Complaint | 0.226717 | NEGATIVE | Low | 2 | 1 | no fallback | 3 | Complaint |
I have signed up for TSA pre-screening. It always works on American, but never on cname-. I think it is because my middle name is on my passport, but not on my ticket (American had to change somethi | 16,143 | CheckFlightStatus | 0.117859 | NEGATIVE | Low | 1 | 1 | no fallback | 8 | Check Flight Status |
Yes or no can I take a razor for my legs in my carry on | 8,189 | GeneralInquiry | 0.11673 | NEGATIVE | Low | 2 | 2 | no fallback | 1 | General Inquiry |
We traveled to Europe in summer 2012. My son did not have a Mileage plan number. I just created an account and would like to add his miles to his mileage plan account. How do I accomplish this? | 7,277 | GeneralInquiry | 0.160989 | NEGATIVE | Low | 1 | 1 | no fallback | 1 | General Inquiry |
Why couldn't I use the mileages to rent the movie through the Digital Media Store? | 9,413 | Complaint | 0.18891 | NEGATIVE | Low | 2 | 2 | no fallback | 3 | Complaint |
I have found a flight from New Orleans to Paris that changes planes in Dulles. The ticket gives 1 hour to make the change--even though it's an international connection. Will that be enough? I do hear | 4,718 | GeneralInquiry | 0.124243 | NEGATIVE | Low | 2 | 2 | no fallback | 1 | General Inquiry |
I have an expensive guitar and was wondering if it could be stored in a closet or on the plane. | 6,711 | GeneralInquiry | 0.132275 | NEGATIVE | Low | 1 | 1 | no fallback | 1 | General Inquiry |
How many award miles do I need for a Mileageplan award ticket? | 336 | MileageInquiry | 0.160484 | NEGATIVE | Low | 2 | 1 | no fallback | 4 | Mileage Inquiry |
hi, I have a question, can I buy a tix using my mileage point, and another tix for my 10-yr old kid separately using cash? | 9,320 | GeneralInquiry | 0.142367 | NEGATIVE | Low | 2 | 4 | no fallback | 1 | General Inquiry |
Do I have to include my middle name when I book online flight? | 9,750 | Complaint | 0.16699 | NEGATIVE | Low | 1 | 2 | no fallback | 3 | Complaint |
I would like to secure seat assignments for our trip from Tampa to Newark - today when we came down they assigned our seats and had our ten year old kids sitting by themselves on the airplane - this d | 4,149 | Complaint | 0.206607 | POSITIVE | Low | 2 | 1 | no fallback | 3 | Complaint |
I made reservations and signed up my famiy for the mileage plan award credit. | 3,482 | CreditCardInquiry | 0.095241 | POSITIVE | Low | 2 | 2 | no fallback | 6 | Credit Card Inquiry |
My mileage plan # is ###########. Don't remember ever getting a pin. I want to enter some travel I took the other day and didn't enter my MP number. | 3,153 | AccountAccess | 0.137196 | NEGATIVE | Low | 2 | 1 | no fallback | 13 | Account Access |
My travel documentation has my full middle name. How do I get my full middle name onto my Mileage plan account? | 9,359 | MileageInquiry | 0.163698 | NEGATIVE | Low | 2 | 2 | no fallback | 4 | Mileage Inquiry |
We are having problems getting our baggage price included when we travel and use our Visa Mileage plan Card. Our reservation is | 7,751 | Complaint | 0.205649 | NEGATIVE | Medium | 1 | 1 | no fallback | 3 | Complaint |
your interactive travel destinations chart will not show me the destination of ""Central America: | 9,730 | Complaint | 0.46558 | NEGATIVE | Low | 1 | 2 | no fallback | 3 | Complaint |
My husband ---------------- has a mileage plan account and we cannot find the number, where can we get it? He has a Mileageplan Explorer account with Chase. | 4,929 | Complaint | 0.144923 | NEGATIVE | Low | 2 | 1 | no fallback | 3 | Complaint |
I recently signed up and received a cname- Explorer Credit Card, which I believe should have added 30,000 miles to my bank; however, they are not there. My frequent flyer number is --------. | 9,561 | Complaint | 0.198199 | NEGATIVE | Low | 2 | 1 | no fallback | 3 | Complaint |
When flying non-rev space available, are all seat types an option if available? | 8,255 | GeneralInquiry | 0.185926 | NEGATIVE | Low | 1 | 1 | no fallback | 1 | General Inquiry |
if I am eligible for a complimentary premier upgrade which I am on my next flight , do I have to pay extra for it? | 11,504 | GeneralInquiry | 0.15078 | NEGATIVE | Low | 2 | 1 | no fallback | 1 | General Inquiry |
I can use my USAirways miles, since it is part of the Star Alliance.? | 14,662 | MileageInquiry | 0.128157 | NEGATIVE | Low | 1 | 1 | no fallback | 4 | Mileage Inquiry |
how do I add my mileage plan number to an existing reservation | 13,720 | MileageInquiry | 0.128118 | NEGATIVE | Low | 1 | 2 | no fallback | 4 | Mileage Inquiry |
are you telling me that it will cost me 1000$ to transfer my dead husband miles ?? | 8,915 | Complaint | 0.319976 | NEGATIVE | Low | 2 | 1 | no fallback | 3 | Complaint |
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Airline Customer Service Dataset
Dataset Description
This dataset contains customer service interactions related to the airline industry. It can be used for training and evaluating natural language processing (NLP) models for tasks such as intent classification, sentiment analysis, and topic modeling.
Homepage: [link to your project's homepage or GitHub repository (if applicable)]
Dataset Structure:
The dataset is split into two subsets:
- train: Used for training your models.
- test: Used for evaluating your models.
Data Fields:
| Field Name | Description | Data Type |
|---|---|---|
| Utterance | The text of the customer's utterance or message. | string |
| Predicted_Intent | The predicted intent of the utterance (from a baseline model or previous labeling). | string (categorical) |
| Intent_Score | The confidence score associated with the predicted intent. | float |
| Sentiment | The sentiment expressed in the utterance (e.g., Positive, Negative). | string (categorical) |
| RSICs | The Reason for Seeking Information or Support (e.g., Low, Medium, High). | string (categorical) |
| empathy_score | A numerical score (1-5) representing the empathy level. | int |
| listening_score | A numerical score (1-5) representing the listening/personalization level. | int |
| fallback_type | The type of fallback that occurred, if any. | string (categorical) |
| Topic | A numerical code representing the topic of the conversation. | int |
| Topic_Name | A descriptive name for the topic (e.g., "General Inquiry", "Baggage Claim"). | string |
Data Splits:
| Split | Number of Rows |
|---|---|
| train | 12478 |
| test | 3120 |
Label Mapping (for categorical columns):
You can find the mapping of labels to numerical IDs in the label_maps dictionary within the data_loader.py file. For example:
- Downloads last month
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