Detecting Customer Complaint Escalation with Recurrent Neural Networks and Manually-Engineered Features Wei Yang author Luchen Tan author Chunwei Lu author Anqi Cui author Han Li author Xi Chen author Kun Xiong author Muzi Wang author Ming Li author Jian Pei author Jimmy Lin author 2019-06 text Proceedings of the 2019 Conference of the North American Chapter of the Association for Computational Linguistics: Human Language Technologies, Volume 2 (Industry Papers) Anastassia Loukina editor Michelle Morales editor Rohit Kumar editor Association for Computational Linguistics Minneapolis, Minnesota conference publication yang-etal-2019-detecting 10.18653/v1/N19-2008 https://aclanthology.org/N19-2008/ 2019-06 56 63