action stringclasses 2
values | intent stringclasses 4
values | query stringlengths 24 233 | response stringlengths 94 285 ⌀ |
|---|---|---|---|
resolve | positive | Just got my package and the presentation is amazing! Thank you. | Thank you for your kind words about our packaging. We're glad you enjoyed the experience. If you have any other questions, feel free to reach out. |
escalated_to_human | other | Security researchers found a way to bypass Amazon's key protection. Should I worry about my account? | null |
resolve | question | Hey @AmazonHelp, I'm fed up with the password prompt popping up every time I try to log in. It's super frustrating! Can you please adjust this? Thank you. | I'm sorry to hear that you're experiencing frequent password prompts. That sounds really annoying. I'd be happy to look into your account and see if we can adjust the settings. Could you please reply with your email address associated with the account? |
resolve | other | I ordered a printer last week and it took 3 weeks to arrive. Is Prime still accurate? @AmazonHelp | I understand your frustration, and I sincerely apologize for the delay. To get this resolved, could you please share your order number with me? |
resolve | complaint | @AmazonHelp My order #123456789 was delivered with a broken item, I'm so frustrated. What can you do? | I sincerely apologize for this inconvenience. Please share your order number so we can look into this for you. |
resolve | complaint | Huge shoutout to the team for resolving my shipping problem in minutes. Made my day when things got stuck! | Thank you for reaching out and sharing your kind words with us. We're always committed to delivering excellent service to our customers. |
resolve | question | My order #A123456789 for a wireless headphone was delivered but I didn't get it. What should I do next? | I sincerely apologize for the inconvenience. Please share your order number and contact details so I can investigate and help you track your package. |
resolve | question | Still no PS4 Black Friday promo? Is that just a rumor or will it happen soon? | I understand your disappointment. Black Friday deals are updated frequently, so I recommend checking the Amazon app for the latest offers. Please let me know if you need further assistance. |
escalated_to_human | other | @AmazonHelp grrrr trying to watch Vikings today on prime but it keeps saying band with to low.
A load of b.s. everything else is running fine | null |
resolve | other | Just got my order delivered in one day! Prime is a lifesaver! 🚚 #PrimeMember | We're so glad to hear about your great delivery experience! Thank you for choosing Amazon Prime. If you need anything else, just let us know. |
resolve | other | #AmazonHelp I'm really unhappy with my recent purchase. The item I ordered hasn't been delivered and the refund request is still pending. This feels like a scam. | I sincerely apologize for the frustration, and I'm here to help. Could you please share your order number so I can investigate and get this resolved for you? |
resolve | question | Parcel never arrived, I've checked everywhere. When can I expect it? | I sincerely apologize for the inconvenience, please share your order number so I can track your parcel and get this resolved for you. |
resolve | question | @AmazonHelp I recently got married on June 1st and have two Prime accounts for my wife and me. Can we combine them into one? | I sincerely apologize for the inconvenience. Unfortunately, merging separate Prime accounts is not currently supported. However, you can add your spouse as a secondary user to your main account. |
resolve | positive | What a pleasure to host the new Secretary of Defense at our Seattle HQ last night. Thank you! | Thank you for hosting such an important guest at our headquarters. We appreciate your support and look forward to hosting you again. |
resolve | complaint | @AmazonHelp I'm really frustrated because Amazon left my package on my doorstep again. I didn't even ask for it. | I'm so sorry you're experiencing this issue. To help, could you please share your order number with me? We'll get this sorted for you. |
resolve | question | Got an invoice from my recent order but I'm unsure if it's valid for GST filing. Any advice? | I'm sorry to hear you're having trouble with your GST invoice. To assist you properly, could you please share the order number and a copy of the invoice? I'll get this reviewed for you. |
resolve | other | I ordered a Malayalam movie last week, but it's not showing up in my account!? | I sincerely apologize for the inconvenience. Could you please share your order number so I can investigate and assist you further? |
resolve | complaint | My order #123456789 for a smartwatch was delivered but the driver didn't leave it in the secure place, left nothing. Very frustrated. #AmazonHelp | I sincerely apologize for the inconvenience. I'll contact the driver to check on the delivery. Could you please share your order number? |
resolve | question | Ordered a trimmer for my husband on 12/20, but got a bedsheet instead. Can I return the bedsheet and get the trimmer ASAP? | I sincerely apologize for the confusion and inconvenience. Please share your order number and we'll expedite your trimmer. In the meantime, if you'd like, you can arrange a return for the bedsheet. |
resolve | complaint | @Amazonhelp My order #123-456-7890 was supposed to arrive by 5pm, Yodel didn't even show up. So frustrated! | We sincerely apologize for the inconvenience, and we'll investigate your order #123-456-7890. Please share your order details so we can get this resolved for you. |
resolve | question | Order #123456789 still hasn't arrived, it's been over a month. Is this normal? | I sincerely apologize for the delay. Could you please confirm the order number and the item you ordered? |
escalated_to_human | other | Bruh was this big ass envelope needed for two small items ? | null |
resolve | other | @AmazonHelp My locker delivery is stuck. The driver said it's a first-time locker and they're waiting for a technician. I need it now! #amazon | I sincerely apologize for the inconvenience. Could you please share your order number and locker location so we can assist further? |
resolve | question | Amazon says my delivery is here but I'm not home. Order #987654321. What should I do? | I sincerely apologize for the inconvenience. Please share your order details and any tracking information so I can assist you further. |
resolve | complaint | My Christmas gifts were sent in the wrong box, not the ones I ordered. Absolutely mucked up the season. 😤 | I sincerely apologize for the mix-up. Please share your order number so I can check on the replacement or refund. |
resolve | other | My order #8765432109 is still marked 'out for delivery' but I haven't seen anything. Two-day delivery is dead. @amazon | I sincerely apologize for the inconvenience, and I understand your frustration. Let me check the status of your order and get this resolved for you. Could you please share your order number with me so I can investigate? |
resolve | question | @AmazonHelp hi my name is alex, I placed three orders today and the confirmation emails say they're placed but my account shows none. What's happening? | I sincerely apologize for the inconvenience you're experiencing. Can you please share your order numbers and contact details so I can look into this for you? |
resolve | question | @AmazonHelp why is my order still delayed after 13 days? Prime membership not worth it. #Prime #Delay | I sincerely apologize for the inconvenience with your order. We're working to get this resolved for you. Please share your order number so I can look into this. |
resolve | question | @AmazonHelp I paid for overnight shipping on my order #X987654321, but it's already been two days and no tracking update. Is this normal or is my package stuck? | I sincerely apologize for the delay and frustration this has caused. Please share your order number so I can look into your package status and get this resolved for you quickly. |
resolve | question | Hi, just tried to log in to my account on the Kindle app on my iPad but it's saying 'password expired' - what should I do? #help | I'm sorry to hear that's happening. You can reset your password by going to your account settings on your Kindle app. If that doesn't work, please share your order number so I can assist further. |
resolve | complaint | I'm still not satisfied. They sent an apology for order #12345678 but never explained the product details. What now? | I sincerely apologize for the confusion. Please share your order number and contact details so I can look into this for you. |
resolve | question | I ordered a 55-inch TV via Alexa on Black Friday morning. It never arrived. What can I do? | I sincerely apologize for the inconvenience. Could you please provide your order number so I can check the status? |
resolve | complaint | Never got my cashback after completing a purchase! When will I receive it? I'm extremely frustrated! #AmazonCashback | I sincerely apologize for this delay. Please share your order number or email address so I can check the status and get this resolved for you right away. |
resolve | other | My replacement order still hasn't shipped. I've been waiting since yesterday. Please dispatch it ASAP! #AmazonHelp | I sincerely apologize for the delay. Could you please share your order number so I can check the status and get this back to you quickly? |
resolve | other | The item I ordered doesn't match the description. I'm returning it. Please help. | I sincerely apologize for the inconvenience. I'd like to help you resolve this. Could you please share your order number and contact information so I can look into it? |
resolve | other | @AmazonHelp my Prime order #5551234560 for a wireless blender arrived yesterday when it was supposed to be today. This is not Prime service! #Prime #LateDelivery | I'm so sorry to hear about your delivery delay. I'd like to check the details of your order and get this resolved for you. Could you please share your order number or contact information? |
resolve | complaint | My package was supposed to arrive yesterday but it's still not here. The tracking says it was delivered, so what's going on? #AmazonHelp | I sincerely apologize for the inconvenience. Please share your order number with me so I can investigate this further. I'll do my best to resolve this quickly. Thank you for your patience. |
resolve | question | Your order #123456789 of wireless headphones was left at my door when I wasn't home. It's holiday time, I'm worried about theft. You refused to refund or resend. What will you do now? | I sincerely apologize for the inconvenience. We'd be happy to resend your order or process a refund. Could you please share your order number so I can look into this? |
resolve | complaint | Order #987654321, expected delivery by 24th but it's already 3 days late. Prime is clearly broken. | I'm so sorry you've been waiting so long. Please share your order number so I can check the tracking and get this resolved for you. |
resolve | other | Ordered a phone on 12th, expected by 13th, no comms on 15th. #AmazonHelp | I'm sorry to hear about the delay. Let's check your order and get this sorted. Please share the order number. |
resolve | question | Just got the call from your team that my annual Amazon Prime membership ends in two months and they said I'll have to wait 6 months before renewing. Is this correct? | I understand your concern, and I appreciate you reaching out. Please share your order number for our records so I can look into your subscription and provide accurate information. Our team will get back to you soon. |
resolve | other | @AmazonHelp My order #456789012 was delivered with a cracked phone case. Can someone help please?! | I sincerely apologize for the inconvenience, and I'm so sorry your phone case arrived damaged. To get this resolved, could you please share your order number and a brief description of the issue? I'll personally follow up on this for you. |
resolve | complaint | @AmazonHelp I was returning a book to Amazon Locker but the site only gave me a postage label, no authorization label. Does this mean I don't need to use the authorization label? Is this an error? | I sincerely apologize for the confusion. Please share your order number so I can check the return details and confirm if the authorization label is required. |
resolve | other | My order #A8X9K2L5M3 for the PS5 DualSense is still 'Out for Delivery' on OnTrack even though I'm in the same neighborhood. This is the third time this has happened. | I sincerely apologize for the continued delay with your package. Please share your order number and a photo of the tracking page so I can look into this with our logistics team immediately. |
resolve | complaint | 😤my new game won't launch, error code 1023. Is this a known issue? @AmazonHelp | I sincerely apologize for the inconvenience. Please share your order number and product details so I can assist you further. |
resolve | other | My Odyssey bundle was supposed to arrive yesterday, but it's nowhere. It was marked as delivered but I never got it. This is so annoying. Help ASAP. | I understand your frustration and sincerely apologize for the inconvenience. Could you please share your order number so I can look into this for you? |
resolve | complaint | Terrible customer service experience. Order didn't arrive and I had to deal with a rude representative. Not worth it. | I sincerely apologize for the inconvenience you've experienced. Please share your order number so I can look into this further and ensure you receive the correct assistance. |
resolve | other | Order #987654321 for a laptop was scheduled for Saturday delivery, but it's now Sunday and I'm still waiting. I'm not happy with this! | I understand your frustration and apologize for the delay. To resolve this, could you please share your order number and any contact details so I can check the status? |
resolve | other | @AmazonHelp my order #X9Y8Z7W6V5U4 hasn't arrived in 5 days. It was supposed to be here by Friday. | I'm so sorry to hear about the delay with your delivery. Please share your order number so I can check the status and get this resolved for you. |
resolve | question | Hey @AmazonHelp, is it normal for a Prime delivery to take 4 days? I've been waiting all this week. | I'm so sorry to hear you're waiting. That's longer than usual. Could you please share your order number so I can check the status and get this sorted for you? |
resolve | question | My order was supposed to arrive in one day but now it's been a week! Where's my package?! | I sincerely apologize for the delay. Please share your order number so I can locate your shipment and get it moving. We'll make this right. |
resolve | other | Ordered 3 items on 6th under one tracking ID. Shows delivered Monday and Wednesday, but only received one. Need help with the missing ones. | I sincerely apologize for the inconvenience. Please share your order number so I can investigate the tracking and get this resolved for you. |
resolve | other | Please call me on 987-654-3210 about the pending credit for the return of order 171-0951234-1234567. | I apologize for the delay. Could you please share your order number or the last 4 digits of the card on file so I can check the status? |
resolve | complaint | Order #876543210, promised 3 working days but it's been 6 weeks now. This is ridiculous. | I sincerely apologize for the delay and the frustration it's caused. I'd like to look into your order and find a solution. Could you please share your order number so I can assist you further? |
resolve | complaint | Second time this package arrived at the wrong time! Ordered for office delivery at 10am, but it came to the building at 11:30pm. Previous courier was always on time. Whats going on? | I sincerely apologize for the inconvenience. Could you please share your order number so I can track the delivery and investigate? |
resolve | other | Alexa, your music recommendation feature saved my life this morning. I found a whole album I loved! | We're thrilled to hear that our music recommendations brought you joy! If you have any other questions or need further assistance, we're here to help. |
resolve | question | My tracking shows delivered to a secure location last night, but I still can't find it. What does that mean? @AmazonHelp | I sincerely apologize for the confusion. Please share your order number so I can check the details and get this resolved for you. |
resolve | question | @AmazonHelp Are there any cashback offers on the iPhone 12? | Hello! We're here to help. To see the available cashback options, could you please share your order number? Thank you for your patience. |
escalated_to_human | question | this is how fools the customers with their 399 recharge offers. There is no code to apply and you will never be sure whether you get the cashback or not. 99Rs cashback of Jio will give you 20Rs certainly. Proof? here is it: | null |
resolve | other | My order #A9B8C7D6543210 was delivered 3 days early, but the Nagpur warehouse is holding it until the scheduled date. This is the second time this has happened! | I'm truly sorry to hear about this delay. I understand that you're expecting to receive your item by the expected date. To investigate further, could you please provide your order number or contact details? I'll get this resolved for you. |
resolve | complaint | So much for my new Philips headphones. Order #987654321, still nothing after 5 days. Checked with neighbours. Absolutely maddening. | I sincerely apologize for the inconvenience. Please share your order number and contact details so I can investigate and assist you further. |
resolve | other | This is so frustrating! My gift order never arrived and the chat bot just keeps saying 'maybe'. Can someone actually help? | I'm sorry to hear your gift order hasn't reached you and you've been frustrated by the bot replies. To get this sorted, could you please share your order number with me? |
resolve | question | I still haven't received my preorder for the new tablet! 😠 What's the point of Prime if you don't get it on time? | I sincerely apologize for the delay. I'd be happy to look into your order. Please provide your order number so I can assist you further. |
resolve | other | Will my Amazon purchase data for the tax year be forwarded to the Income Tax department? | I sincerely apologize for any confusion. Amazon does not forward customer purchase details to tax authorities. Your transaction history is kept private and is only used for your account management. If you have any concerns about data privacy, you can review our privacy policy. |
resolve | other | Order #12345678 was supposed to arrive today but got pushed to Friday. Amazon updated it without telling me. Really annoyed. | I sincerely apologize for the inconvenience. I'd be happy to assist you. Could you please provide your order number so I can look into this? |
resolve | other | @AmazonHelp My package was supposed to arrive today but it's still at the local warehouse. This is the second time this has happened. | I sincerely apologize for the inconvenience. I'd be happy to help you track your package and get it to you. Could you please share your order number and any tracking information you have? |
resolve | question | @AmazonHelp I ordered a Kindle last week and was expecting it today. The tracking shows it was delivered but my door is empty. What next? | I sincerely apologize for the inconvenience. Could you please provide your order number and the tracking number so I can investigate further? |
resolve | question | @AmazonHelp I need to file a formal complaint about a defective product. Can you send me an email address? | I sincerely apologize for the inconvenience. Please share the order number and a brief description of the issue, and I'll get this to you right away. |
resolve | question | @AmazonHelp I tried to add a new mobile number to my account earlier today, but it says it's already taken. I'm not aware of having another number. What should I do? | I sincerely apologize for the inconvenience. Could you please share your account email address so I can investigate further? |
resolve | positive | @AmazonHelp I need to leave a special message for the delivery person when my order arrives, but the delivery instructions don't have a field for that. Is there a way around it? Thanks! | I'm sorry you're experiencing that issue. To help you add a custom message, could you please provide your order number? I'll get back to you with the next steps. |
resolve | question | Hi, can I set up a kids-only home screen on my iPad app with only safe content? | I'm sorry you're having trouble accessing the kids' section. Yes, it is possible to customize your main page to show only kids-friendly content. Please reply with your order number if you'd like more guidance. |
resolve | other | My smart TV app keeps crashing after 2 days of use 😫 | I sincerely apologize for the frustration you're experiencing. Please share your order number or contact details so I can investigate this further. |
resolve | other | @AmazonHelp My order #123456789 was supposed to be delivered by tomorrow, but it's already been 2 days and I'm getting charged more. I need this now! | I sincerely apologize for the inconvenience. I'll look into your order and get back to you within an hour. Please share your order number or contact details so I can assist you further. |
escalated_to_human | other | @AmazonHelp My order #12345678 was undervalued, I paid a fine, and they refused to reimburse. A class action is coming soon. #cheater #fraudpaidfine | null |
escalated_to_human | complaint | @AmazonHelp My recent experience with customer service has been unacceptable. I called to report an issue with my order #1234567890 and was told it was my fault. Do you consider it acceptable to blame customers for your poor service? | null |
resolve | other | My order #1234567890 for a Bose Headphones 700 has been pending for a week. I've emailed support twice and nothing. Any update?! | I sincerely apologize for the delay in getting a response. Please share your order number and contact details so we can investigate and get this resolved for you. |
resolve | complaint | The new color scheme on the app and website looks terrible. I especially miss the previous one when I'm trying to find my order #9182736450 for a new Echo Dot. | I sincerely apologize for the inconvenience. Please share your order number so I can check your purchase details and assist you further. |
resolve | other | My 3-month-old Fire TV Stick keeps crashing and restarting every few minutes while watching a movie. It's really annoying. Please help. | I sincerely apologize for the inconvenience. I'd like to help you get this resolved. Could you please share your order number so I can look into this for you? |
resolve | question | Two orders from last week aren't showing up. Tried contacting the seller but no reply. Any advice on next steps? | I'm sorry to hear your items haven't arrived. Please share your order numbers so I can check the status and get this resolved for you. We'll get your orders on their way soon. |
escalated_to_human | question | #AmazonGreatIndianFestival #DiwaliKiTayyari Guess the discount contest is closed. We will announce the winners soon. | null |
resolve | question | @AmazonHelp I'm trying to chat about my order #12345678 but the option is missing from my account page. Can you help? | I sincerely apologize for the inconvenience. Please share your order number and a brief description of the issue so I can assist you with the chat request. |
escalated_to_human | other | just ordered a bunch of stuff, hopefully the delivery is better than last time. Packages left on side walk and driveway. | null |
resolve | other | Just got my new coffee maker. Best purchase ever! | That's wonderful to hear! We're so glad you're enjoying your new coffee maker. Happy shopping! |
resolve | question | My Echo can't understand the accent my mom speaks. Can you help? | I'm sorry to hear that. We do support multiple accents. Could you share your order number so I can check your device settings? |
resolve | question | @AmazonHelp Need to reset my password for my Kindle account but the 6-digit code isn't arriving in my email. The Prime support chat is just looping. Help please. | I'm so sorry to hear you're struggling with that. To better assist you, could you please share your order number or the email address associated with your account? |
resolve | question | How can I get on the Amazon Vine program? I tried ordering a new Echo Dot but it said I need a free product to review first. | I sincerely apologize for any frustration. To qualify for the Vine program, you need to purchase an eligible item. Please check the Vine section on the product page. If you need further assistance, please share your order number or contact details. |
resolve | question | Why is my Amazon order not showing up at my doorstep? I ordered a book and it's been three days with no notification. | I'm so sorry to hear about the delay with your package. I'd like to look into this for you. Could you please share your order number so I can check the status? |
resolve | other | @AmazonHelp My order #1123456789 shipped on 12/15 but the tracking says it's arriving in 3-5 days, not the 2-day estimate. Confused. | I'm sorry to hear you're experiencing this. I understand your concern and will look into it right away. Could you please share your order number so I can verify the details and assist you further? |
resolve | other | My order is out for delivery but it's been sitting at a post office in a different state for days! #amazonhelp | I sincerely apologize for the inconvenience. Could you please share your order number so I can check the tracking and get this resolved for you? |
escalated_to_human | other | I was locked out of my account after trying to order a Kindle. Amazon support is ignoring me. Need my account unlocked ASAP. Order #123456789. | null |
resolve | complaint | @AmazonHelp I'm really frustrated, my order for the Sony WH-1000XM5 headphones was supposed to be delivered yesterday but it's still showing as 'processing'. | I'm so sorry to hear about your delivery delay. I'll investigate your order #123456789 and get back to you shortly. |
resolve | complaint | My same-day delivery option keeps showing zero results. I'm trying to order a phone charger and nothing works. Fix this! | I sincerely apologize for the frustration. Could you please share the product name or order details so I can investigate? |
resolve | other | @AmazonHelp my order for 2kg scampi fries was supposed to dispatch yesterday but still hasn't. Should arrive soon? Order #123456789 | I sincerely apologize for the delay with your scampi fries order. We're checking the dispatch status right now and will get back to you soon. Thanks for your patience! |
resolve | question | Why did the price of my Philips PerfectCare G4090 change from €199 to €229 in just 24 hours? 😡 | I sincerely apologize for the inconvenience. Could you please share your order number so I can investigate this price discrepancy? |
resolve | question | Why are prices increasing right before checkout? Seems suspicious to me. | I'm sorry to hear about your experience. Please share your order number so I can investigate the pricing changes. |
resolve | complaint | The search bar in the Amazon app on my iPhone is completely broken. Can't find anything. Fix this ASAP. | I sincerely apologize for the inconvenience you're experiencing with the search field on your iOS device. I'd be glad to help you resolve this. Could you please provide your order number or a screenshot of the issue so I can investigate further? |
resolve | question | @AmazonHelp My delivery was left at my front door without me and the driver didn't ask for my security code. I paid for this package. | I'm so sorry to hear that. Please share your order number so I can look into this with our delivery team. |
resolve | other | @AmazonHelp I was home and saw the driver take a picture of my Kindle package before leaving. What's the point? | I completely understand your concern about delivery photos. To help you further, could you please share your order number or contact details? |
resolve | question | @AmazonHelp my order #1234567890 for the Kindle Paperwhite is delayed, is that because of the holiday? | I sincerely apologize for the delay. To help you, please share your order number and contact details. We'll check and update you soon. |
resolve | question | My package hasn't arrived, it's been 5 days. What's going on? 😞 | I'm sorry to hear that. Could you please share your order number so I can look into this for you? |
End of preview. Expand in Data Studio
Amazon Customer Support
Derived from the TWCS corpus (Kaggle: thoughtvector/customer-support-on-twitter), this dataset
contains 200 labelled customer-support interactions for evaluation / fine-tuning purposes.
Schema
Each line is a JSON object with four fields:
| Field | Type | Description |
|---|---|---|
query |
string |
The customer's raw message (input) |
action |
string |
Agent action taken — resolve or escalated_to_human |
intent |
string |
Classified intent — complaint, question, positive, other |
response |
string | null |
Agent's reply; null when escalated to a human |
Dataset Statistics
| Metric | Value |
|---|---|
| Total records | 200 |
| Records resolved by agent | 179 (89.5%) |
| Records escalated to human | 21 (10.5%) |
Intent Distribution
| Intent | Count | % |
|---|---|---|
complaint |
129 | 64.5% |
question |
49 | 24.5% |
other |
13 | 6.5% |
positive |
9 | 4.5% |
Action Distribution
| Action | Count | % |
|---|---|---|
resolve |
179 | 89.5% |
escalated_to_human |
21 | 10.5% |
License
This public extract is made available under Apache license 2.0. Users should also abide to the Digital Corpora.
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