Yair Goldberg

Antonio Castellanos, Galit B. Yom-Tov, Yair Goldberg et al.

In the quest to improve services, companies offer customers the option to interact with agents via texting. Such contact centers face unique challenges compared to traditional call centers, as measuring customer experience proxies like abandonment and patience involves uncertainty. A key source of this uncertainty is silent abandonment, where customers leave without notifying the system, wasting agent time and leaving their status unclear. Silent abandonment also obscures whether a customer was served or left. Our goals are to measure the magnitude of silent abandonment and mitigate its effects. Classification models show that 3%-70% of customers across 17 companies abandon silently. In one study, 71.3% of abandoning customers did so silently, reducing agent efficiency by 3.2% and system capacity by 15.3%, incurring $5,457 in annual costs per agent. We develop an expectation-maximization (EM) algorithm to estimate customer patience under uncertainty and identify influencing covariates. We find that companies should use classification models to estimate abandonment scope and our EM algorithm to assess patience. We suggest strategies to operationally mitigate the impact of silent abandonment by predicting suspected silent-abandonment behavior or changing service design. Specifically, we show that while allowing customers to write while waiting in the queue creates a missing data challenge, it also significantly increases patience and reduces service time, leading to reduced abandonment and lower staffing requirements.

Tiantian Liu, Yair Goldberg

Missing responses is a missing data format in which outcomes are not always observed. In this work we develop kernel machines that can handle missing responses. First, we propose a kernel machine family that uses mainly the complete cases. For the quadratic loss, we then propose a family of doubly-robust kernel machines. The proposed kernel-machine estimators can be applied to both regression and classification problems. We prove oracle inequalities for the finite-sample differences between the kernel machine risk and Bayes risk. We use these oracle inequalities to prove consistency and to calculate convergence rates. We demonstrate the performance of the two proposed kernel machine families using both a simulation study and a real-world data analysis.

Yael Travis-Lumer, Yair Goldberg

In survival analysis, estimating the failure time distribution is an important and difficult task, since usually the data is subject to censoring. Specifically, in this paper we consider current status data, a type of data where all of the observations are censored. The format of the data is such that the failure time is restricted to knowledge of whether or not the failure time exceeds a random monitoring time. We propose a flexible kernel machine approach for estimation of the failure time expectation as a function of the covariates, with current status data. In order to obtain the kernel machine decision function, we minimize a regularized version of the empirical risk with respect to a new loss function. Using finite sample bounds and novel oracle inequalities, we prove that the obtained estimator converges to the true conditional expectation for a large family of probability measures. Finally, we present a simulation study and an analysis of real-world data that compares the performance of the proposed approach to existing methods. We show empirically that our approach is comparable to current state of the art, and in some cases is even better.

Sayan Dasgupta, Yair Goldberg, Michael Kosorok

We develop an approach for feature elimination in statistical learning with kernel machines, based on recursive elimination of features.We present theoretical properties of this method and show that it is uniformly consistent in finding the correct feature space under certain generalized assumptions.We present four case studies to show that the assumptions are met in most practical situations and present simulation results to demonstrate performance of the proposed approach.

Yair Goldberg, Michael R. Kosorok

We develop a unified approach for classification and regression support vector machines for data subject to right censoring. We provide finite sample bounds on the generalization error of the algorithm, prove risk consistency for a wide class of probability measures, and study the associated learning rates. We apply the general methodology to estimation of the (truncated) mean, median, quantiles, and for classification problems. We present a simulation study that demonstrates the performance of the proposed approach.