insurance_customer_support_QA_result.ipynb

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            "  warnings.warn(\n"
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      "source": [
        "import pandas as pd\n",
        "\n",
        "df = pd.read_csv(\"hf://datasets/aibabyshark/insurance_customer_support_QA_result/insurance_customer_support_conversation_with_qa_result.csv\")"
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              "                                        conversation                    topic  \\\n",
              "0  Customer: Hello, I need to discuss the status ...          insurance claim   \n",
              "1  **Customer:** I am absolutely furious right no...           policy benefit   \n",
              "2  **Customer:** Hi, I need to talk to someone ab...          premium payment   \n",
              "3  **Customer:** Hi, I need to change my personal...  change personal details   \n",
              "4  **Customer:** Hi, I'm really disappointed with...      underwriting result   \n",
              "\n",
              "   idx customer_tone    agent_tone  number_of_exchange agent_name     month  \\\n",
              "0    0     assertive       neutral                   7     Sophia  February   \n",
              "1    1         angry  professional                  11     Olivia   January   \n",
              "2    2     assertive    empathetic                   9        Ava   January   \n",
              "3    3        urgent       neutral                   6       Liam   January   \n",
              "4    4  disappointed   inquisitive                   9     Sophia  February   \n",
              "\n",
              "   greeting_and_closing_score  problem_solving_score  professionalism_score  \\\n",
              "0                           9                      8                     10   \n",
              "1                           9                      7                     10   \n",
              "2                           8                      7                     10   \n",
              "3                           8                      7                      9   \n",
              "4                           8                      7                      9   \n",
              "\n",
              "   escalation_score  service_satisfaction_score  \\\n",
              "0                 9                           8   \n",
              "1                 7                           6   \n",
              "2                 6                           7   \n",
              "3                 6                           7   \n",
              "4                10                           7   \n",
              "\n",
              "                                 qa_feedback_summary  \n",
              "0  The agent maintained professionalism and provi...  \n",
              "1  The agent maintained professionalism and court...  \n",
              "2  The agent maintained professional and courteou...  \n",
              "3  The agent was professional and courteous, but ...  \n",
              "4  The agent handled the conversation professiona...  "
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              "summary": "{\n  \"name\": \"df\",\n  \"rows\": 100,\n  \"fields\": [\n    {\n      \"column\": \"conversation\",\n      \"properties\": {\n        \"dtype\": \"string\",\n        \"num_unique_values\": 100,\n        \"samples\": [\n          \"**Customer:** I've been trying to update my address on your website for the past week, and it still hasn't changed! What kind of service is this?\\n\\n**Agent:** I'm really sorry to hear that you're having trouble. Could you please tell me exactly what happens when you try to update your address online?\\n\\n**Customer:** Every time I enter my new address and click save, it just reverts back to the old one. I've tried multiple times\\u2014it's infuriating!\\n\\n**Agent:** That sounds frustrating. Can you let me know if you're receiving any error messages when you attempt to save the new address?\\n\\n**Customer:** No, there are no error messages. It just acts like it saved the changes, but when I check again, the old address is still there. It's ridiculous!\\n\\n**Agent:** I understand how that would be upsetting. Have you tried clearing your browser's cache or using a different browser to see if that resolves the issue?\\n\\n**Customer:** Yes, I cleared the cache and even tried on Chrome, Firefox, and Safari. None of them worked. This is clearly a problem on your end!\\n\\n**Agent:** Thank you for trying those steps. I appreciate your patience. Can you please provide your policy number and the new address you'd like to update? I'll make sure it gets changed immediately.\\n\\n**Customer:** Finally! Here it is: Policy number 123456789, and the new address is 456 New Lane, Apt 12B, Springfield. I expect this to be fixed right away.\\n\\n**Agent:** Thank you for the information. I'll update your address in our system right now. Please hold on for a moment while I complete this for you.\",\n          \"**Customer Support Agent:** Good afternoon, thank you for contacting ABC Insurance. My name is Sarah. How can I assist you today?\\n\\n**Customer:** Hi Sarah, good afternoon. I need to update some of my personal details on my insurance policy. Can you help me with that?\\n\\n**Customer Support Agent:** Of course, I'd be happy to help you with that. Could you please specify which details you need to update? For example, is it your address, phone number, or something else?\\n\\n**Customer:** I need to update both my address and my phone number. I've recently moved and changed my contact number.\\n\\n**Customer Support Agent:** Understood. I'll need to verify your identity first for security reasons. Could you please provide me with your policy number and the last four digits of your Social Security Number?\\n\\n**Customer:** Sure, my policy number is 123456789, and the last four digits of my SSN are 6789.\\n\\n**Customer Support Agent:** Thank you for that information. I've verified your identity. Please go ahead and provide me with your new address and phone number, and I'll make those changes for you right away.\\n\\n**Customer:** My new address is 456 Elm Street, Springfield, IL 62704, and my new phone number is (217) 555-7890.\\n\\n**Customer Support Agent:** Thank you. I've updated your address and phone number in our system. Is there anything else I can assist you with today?\\n\\n**Customer:** No, that's all I needed. Thank you so much for your help, Sarah.\\n\\n**Customer Support Agent:** You're very welcome! If you need any further assistance, don't hesitate to call us. Have a great day!\\n\\n**Customer:** Thanks, you too!\",\n          \"**Customer:** Hi, I need some information about the insurance claim process. Honestly, I'm not convinced it's as straightforward as you all make it seem.\\n\\n**Agent:** Hello! I'd be happy to help you understand the process. Could you please tell me a bit more about your specific situation?\\n\\n**Customer:** Sure, I recently had some damage to my car from a minor accident. I've heard horror stories about claims taking forever and getting denied for no reason. How long does it really take?\\n\\n**Agent:** I understand your concerns. Typically, once you submit all the required documentation, claims can be processed within 7 to 10 business days. Of course, more complex cases might take a bit longer, but we strive to keep you updated throughout the process.\\n\\n**Customer:** That's what everyone says, but I've heard about people waiting for months. What kind of documentation do you need, and how can I be sure it won't get \\\"lost\\\"?\\n\\n**Agent:** We need a completed claim form, a police report if applicable, photos of the damage, and any repair estimates you have. To ensure nothing gets lost, you can upload these documents directly through our secure online portal, and you'll receive a confirmation email once we have everything.\\n\\n**Customer:** Okay, but what happens if my claim gets denied? Do I just lose out on everything?\\n\\n**Agent:** If a claim is denied, we'll provide a detailed explanation as to why. You also have the right to appeal the decision if you believe it was incorrect. Our goal is to be as transparent as possible.\\n\\n**Customer:** Appeals sound like a hassle. How often do claims actually get denied, and for what reasons?\\n\\n**Agent:** Denials can happen, but they're usually due to missing information, non-covered damages, or policy exclusions. We always recommend reviewing your policy details to understand what is covered. Our team is here to help clarify any uncertainties.\\n\\n**Customer:** Alright, but let's say my claim is approved. How do you determine how much I get? Is it always less than what I actually need?\\n\\n**Agent:** The compensation amount is based on your policy coverage and the extent of the damage. Our adjusters assess the situation thoroughly to ensure you receive a fair payout. If you feel the amount is insufficient, you can discuss it with the adjuster.\\n\\n**Customer:** Hmm, that sounds somewhat reassuring. I've had friends who've had issues with payouts being too low. What if I need to follow up? Will I get the runaround?\\n\\n**Agent:** We aim to provide prompt and clear communication. You can always follow up through our customer service line, email, or even directly with your claim adjuster. We're here to make the process as smooth as possible for you.\\n\\n**Customer:** Well, I guess I\\u2019ll give it a shot. How do I start the claim process?\\n\\n**Agent:** Great! You can start the claim process online through our website, or I can assist you with it over the phone right now. Which would you prefer?\\n\\n**Customer:** I'll try the website first. Thanks for your help.\\n\\n**Agent:** You're welcome! If you have any more questions, don\\u2019t hesitate to reach out. Have a great day!\"\n        ],\n        \"semantic_type\": \"\",\n        \"description\": \"\"\n      }\n    },\n    {\n      \"column\": \"topic\",\n      \"properties\": {\n        \"dtype\": \"category\",\n        \"num_unique_values\": 10,\n        \"samples\": [\n          \"coverage details\",\n          \"policy benefit\",\n          \"product inquiry\"\n        ],\n        \"semantic_type\": \"\",\n        \"description\": \"\"\n      }\n    },\n    {\n      \"column\": \"idx\",\n      \"properties\": {\n        \"dtype\": \"number\",\n        \"std\": 2,\n        \"min\": 0,\n        \"max\": 9,\n        \"num_unique_values\": 10,\n        \"samples\": [\n          8,\n          1,\n          5\n        ],\n        \"semantic_type\": \"\",\n        \"description\": \"\"\n      }\n    },\n    {\n      \"column\": \"customer_tone\",\n      \"properties\": {\n        \"dtype\": \"category\",\n        \"num_unique_values\": 10,\n        \"samples\": [\n          \"curious\",\n          \"angry\",\n          \"polite\"\n        ],\n        \"semantic_type\": \"\",\n        \"description\": \"\"\n      }\n    },\n    {\n      \"column\": \"agent_tone\",\n      \"properties\": {\n        \"dtype\": \"category\",\n        \"num_unique_values\": 10,\n        \"samples\": [\n          \"confident\",\n          \"professional\",\n          \"urgent\"\n        ],\n        \"semantic_type\": \"\",\n        \"description\": \"\"\n      }\n    },\n    {\n      \"column\": \"number_of_exchange\",\n      \"properties\": {\n        \"dtype\": \"number\",\n        \"std\": 2,\n        \"min\": 3,\n        \"max\": 12,\n        \"num_unique_values\": 10,\n        \"samples\": [\n          12,\n          11,\n          3\n        ],\n        \"semantic_type\": \"\",\n        \"description\": \"\"\n      }\n    },\n    {\n      \"column\": \"agent_name\",\n      \"properties\": {\n        \"dtype\": \"category\",\n        \"num_unique_values\": 10,\n        \"samples\": [\n          \"Noah\",\n          \"Olivia\",\n          \"Emma\"\n        ],\n        \"semantic_type\": \"\",\n        \"description\": \"\"\n      }\n    },\n    {\n      \"column\": \"month\",\n      \"properties\": {\n        \"dtype\": \"category\",\n        \"num_unique_values\": 3,\n        \"samples\": [\n          \"February\",\n          \"January\",\n          \"March\"\n        ],\n        \"semantic_type\": \"\",\n        \"description\": \"\"\n      }\n    },\n    {\n      \"column\": \"greeting_and_closing_score\",\n      \"properties\": {\n        \"dtype\": \"number\",\n        \"std\": 1,\n        \"min\": 2,\n        \"max\": 10,\n        \"num_unique_values\": 8,\n        \"samples\": [\n          8,\n          6,\n          9\n        ],\n        \"semantic_type\": \"\",\n        \"description\": \"\"\n      }\n    },\n    {\n      \"column\": \"problem_solving_score\",\n      \"properties\": {\n        \"dtype\": \"number\",\n        \"std\": 1,\n        \"min\": 3,\n        \"max\": 10,\n        \"num_unique_values\": 8,\n        \"samples\": [\n          7,\n          3,\n          8\n        ],\n        \"semantic_type\": \"\",\n        \"description\": \"\"\n      }\n    },\n    {\n      \"column\": \"professionalism_score\",\n      \"properties\": {\n        \"dtype\": \"number\",\n        \"std\": 2,\n        \"min\": 1,\n        \"max\": 10,\n        \"num_unique_values\": 7,\n        \"samples\": [\n          10,\n          9,\n          3\n        ],\n        \"semantic_type\": \"\",\n        \"description\": \"\"\n      }\n    },\n    {\n      \"column\": \"escalation_score\",\n      \"properties\": {\n        \"dtype\": \"number\",\n        \"std\": 1,\n        \"min\": 0,\n        \"max\": 10,\n        \"num_unique_values\": 11,\n        \"samples\": [\n          5,\n          9,\n          4\n        ],\n        \"semantic_type\": \"\",\n        \"description\": \"\"\n      }\n    },\n    {\n      \"column\": \"service_satisfaction_score\",\n      \"properties\": {\n        \"dtype\": \"number\",\n        \"std\": 1,\n        \"min\": 2,\n        \"max\": 10,\n        \"num_unique_values\": 9,\n        \"samples\": [\n          4,\n          6,\n          5\n        ],\n        \"semantic_type\": \"\",\n        \"description\": \"\"\n      }\n    },\n    {\n      \"column\": \"qa_feedback_summary\",\n      \"properties\": {\n        \"dtype\": \"string\",\n        \"num_unique_values\": 100,\n        \"samples\": [\n          \"The agent maintained professionalism and resolved the customer's issue effectively, although they could have provided a more formal closing and considered escalating the issue earlier.\",\n          \"The customer support agent did an excellent job in greeting, verifying identity, updating details, and ensuring customer satisfaction while maintaining professionalism throughout the conversation.\",\n          \"The agent maintained professional and courteous language, provided clear information, and ensured customer satisfaction, though they could have shown more proactive escalation for concerns about claim denials.\"\n        ],\n        \"semantic_type\": \"\",\n        \"description\": \"\"\n      }\n    }\n  ]\n}"
            }
          },
          "metadata": {},
          "execution_count": 2
        }
      ]
    }
  ]
}