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15.6k
Utterance
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202
Predicted_Intent
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18 values
Intent_Score
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0.38
Sentiment
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3 values
empathy_score
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listening_score
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9 values
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2,819
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.
ChangeFlight
0.3
POSITIVE
0
0
2
Reservations and Ticketing
1
Low
no fallback
9,253
If I book my flight through princess cruise, so I can have one bill. Can I use my --- signature miles to upgrade?
BookFlight
0.3
POSITIVE
0
0
2
Reservations and Ticketing
1
Low
no fallback
220
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 ?
PetTravel
0.3
POSITIVE
0
0
8
Special Services and Assistance
1
Low
no fallback
7,736
I did not see my canceled reservation in my account under cancel reservation
CancelFlight
0.3
NEGATIVE
0
0
2
Reservations and Ticketing
1
Low
no fallback
60
I already booked a flight feb. 16th that i would like to get flyer miles for
BookFlight
0.3
POSITIVE
0
0
2
Reservations and Ticketing
1
Low
no fallback
14,605
I just changed my flight due to mechanical issues at the airport. Can I get my new itinerary sent to my email?
ChangeFlight
0.3
NEGATIVE
0
0
2
Reservations and Ticketing
1
Low
no fallback
2,549
My last name on my mileage plan account is wrong. How do I change it. My #--------. -----
MileageInquiry
0.3
NEGATIVE
0
0
6
Loyalty and Rewards Program
1
Low
no fallback
15,107
i need to book a last minute flight to go atlanta for a funeral
BookFlight
0.3
POSITIVE
0
0
2
Reservations and Ticketing
1
Low
no fallback
9,930
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
AccountAccess
0.3
POSITIVE
0
0
10
Account and Technical Support
1
Low
no fallback
14,312
My mileage plan account does not include my travel to China last May
MileageInquiry
0.3
NEGATIVE
0
0
6
Loyalty and Rewards Program
1
Low
no fallback
13,861
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.
CreditCardInquiry
0.3
POSITIVE
0
0
7
Billing and Refunds
1
Low
no fallback
2,458
seats are available but the system isn't allowing me to choose the seats
Other
0.3
POSITIVE
0
0
1
General Customer Service
1
Low
no fallback
7,477
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
MileageInquiry
0.3
NEGATIVE
0
0
6
Loyalty and Rewards Program
1
Low
no fallback
13,822
Yes or no can I take a razor for my legs in my carry on
Other
0.3
NEGATIVE
0
0
1
General Customer Service
1
Low
no fallback
7,511
How many award miles do I need for a Mileageplan award ticket?
MileageInquiry
0.3
POSITIVE
0
0
6
Loyalty and Rewards Program
1
Low
no fallback
462
what is the phone number to speak to a customer service rep
Other
0.3
NEUTRAL
0
0
1
General Customer Service
1
Low
no fallback
12,144
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
UpgradeRequest
0.3
NEGATIVE
0
0
9
In-flight Experience
1
Low
no fallback
6,267
My son, ------------, traveling on -- ##### from PIT to Houston yesterday, 2/1 left a Nook E-Reader on the flight.
Other
0.3
NEGATIVE
0
0
1
General Customer Service
1
Low
no fallback
5,280
I have forgotten and lost my accoutn number, PIN, and password. My information is below: --------------------------------------------------------------------------------------------------- I n
ProvideInformation
0.3
NEGATIVE
0
0
1
General Customer Service
1
Low
no fallback
8,385
does cname- offer bereavement rates? My mother passed away in NY last night and I'm in Los Angeles
Other
0.3
NEUTRAL
0
0
1
General Customer Service
1
Low
no fallback
13,602
how do I travel with a child who is not my son
Other
0.3
NEUTRAL
0
0
1
General Customer Service
1
Low
no fallback
4,852
How many award miles do I need for a Mileageplan award ticket?
MileageInquiry
0.3
POSITIVE
0
0
6
Loyalty and Rewards Program
1
Low
no fallback
5,047
How do I get credit for a flight that I have recently completed?
Other
0.3
POSITIVE
0
0
1
General Customer Service
1
Low
no fallback
13,040
how do I add my mileage plan number to an existing reservation
MileageInquiry
0.3
NEUTRAL
0
0
6
Loyalty and Rewards Program
1
Low
no fallback
3,895
Trying book 5 tickets but want to see if i could get 2 or 3 of them with miles
MileageInquiry
0.3
POSITIVE
0
0
6
Loyalty and Rewards Program
1
Low
no fallback
6,736
i have a flight confirmed and ticket info. how do I add priority seating because I forgot to do it when I bought ticket
Other
0.3
NEUTRAL
0
0
1
General Customer Service
1
Low
no fallback
12,687
i have a mileageplan explorer credit card. How do I get my mileage plan number and PIN?
MileageInquiry
0.3
POSITIVE
0
0
6
Loyalty and Rewards Program
1
Low
no fallback
8,262
I already read through all these pages. There is no phone or direction to request for assistance at the airport.
Other
0.3
NEGATIVE
0
0
1
General Customer Service
1
Low
no fallback
3,442
when i signed up for the card i was supposed to get 60,000 miles once i spent $1,000
MileageInquiry
0.3
NEGATIVE
0
0
6
Loyalty and Rewards Program
1
Low
no fallback
399
Someone else booked my flight. how can i view my flight itinerary?
BookFlight
0.3
NEGATIVE
0
0
2
Reservations and Ticketing
1
Low
no fallback
14,908
Can I get a copy of my itinerary from 1/8 and 1/27
Other
0.3
POSITIVE
0
0
1
General Customer Service
1
Low
no fallback
13,796
if i bought an economy class, fair class N, and i used award miles to upgrade, how many miles do i earn
UpgradeRequest
0.3
POSITIVE
0
0
9
In-flight Experience
1
Low
no fallback
10,582
Why was I charged an addtional 550 for wach ticket on Dec 2?
CreditCardInquiry
0.3
NEGATIVE
0
0
7
Billing and Refunds
1
Low
no fallback
2,376
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.
BookFlight
0.3
POSITIVE
0
0
2
Reservations and Ticketing
1
Low
no fallback
3,102
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.
CreditCardInquiry
0.3
POSITIVE
0
0
7
Billing and Refunds
1
Low
no fallback
10,671
Would you email me when I can buy mileage plan points using your double bonus? Thanks, ------------
MileageInquiry
0.375
NEGATIVE
0
0
6
Loyalty and Rewards Program
1
Low
no fallback
4,330
I lost my cel phone at the Chicago O'Hare airport in C Terminal
LostAndFound
0.3
NEGATIVE
0
0
4
Baggage and Lost Items
1
Low
no fallback
6,632
I'm not sure if my last flight was recorded, how can i check
Other
0.3
POSITIVE
0
0
1
General Customer Service
1
Low
no fallback
10,712
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
ProvideInformation
0.3
NEGATIVE
0
0
1
General Customer Service
1
Low
no fallback
5,184
How many award miles do I need for a Mileageplan award ticket?
MileageInquiry
0.3
POSITIVE
0
0
6
Loyalty and Rewards Program
1
Low
no fallback
12,009
what are the charges to cancel a flight booked with reward miles?
MileageInquiry
0.3
NEGATIVE
0
0
6
Loyalty and Rewards Program
1
Low
no fallback
12,900
I would like to change my flight. I bought it yesterday and today I saw a later time for themsame amount I paid yesterday
ChangeFlight
0.3
POSITIVE
0
0
2
Reservations and Ticketing
1
Low
no fallback
13,854
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?
Other
0.3
NEGATIVE
0
0
1
General Customer Service
1
Low
no fallback
8,032
What happens if I am sick the day of departure and cannot fly?
Other
0.3
NEGATIVE
0
0
1
General Customer Service
1
Low
no fallback
8,822
would like assistance with bereavement flight..found flights that would work for me, would like to speak to representative about rate
RequestAssistance
0.3
POSITIVE
0
0
1
General Customer Service
1
Low
no fallback
331
Need to request refund on seat upgrade for a flight i never took
UpgradeRequest
0.3
NEGATIVE
0
0
9
In-flight Experience
1
Low
no fallback
1,787
How many award miles do I need for a Mileageplan award ticket?
MileageInquiry
0.3
POSITIVE
0
0
6
Loyalty and Rewards Program
1
Low
no fallback
813
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
BookFlight
0.3
POSITIVE
0
0
2
Reservations and Ticketing
1
Low
no fallback
1,979
Can you give me a phone number so I can talk to a representative?
Other
0.3
POSITIVE
0
0
1
General Customer Service
1
Low
no fallback
3,117
How many award miles do I need for a Mileageplan award ticket?
MileageInquiry
0.3
POSITIVE
0
0
6
Loyalty and Rewards Program
1
Low
no fallback
1,695
I have a flight booked and the other person needs to change her flight times. How do I do that?
BookFlight
0.3
POSITIVE
0
0
2
Reservations and Ticketing
1
Low
no fallback
614
Hello, I have a flight this afternoon and the website is not allowing me to check-in. Confirmation # ------ Last name: --------
Other
0.3
NEGATIVE
0
0
1
General Customer Service
1
Low
no fallback
1,283
I have this reservation, and I am wondering if I can change the returning flights
GeneralInquiry
0.3
NEUTRAL
0
0
1
General Customer Service
1
Low
no fallback
7,950
I am unable to find as last name and cofirmation do not seem to match please help
RequestAssistance
0.3
NEUTRAL
0
0
1
General Customer Service
1
Low
no fallback
11,717
need to find out info about an airfare i brought for someone an she didnt use it
Other
0.3
NEGATIVE
0
0
1
General Customer Service
1
Low
no fallback
10,188
How many award miles do I need for a Mileageplan award ticket?
MileageInquiry
0.3
POSITIVE
0
0
6
Loyalty and Rewards Program
1
Low
no fallback
9,120
Hello. Is it possible to get on standby tomorrow, but to do it today?
Other
0.3
POSITIVE
0
0
1
General Customer Service
1
Low
no fallback
4,803
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
MileageInquiry
0.3
NEGATIVE
0
0
6
Loyalty and Rewards Program
1
Low
no fallback
4,232
I know a last minute flight is expensive are there any lower rates, possible stand by
Other
0.3
POSITIVE
0
0
1
General Customer Service
1
Low
no fallback
10,706
How many award miles do I need for a Mileageplan award ticket?
MileageInquiry
0.3
POSITIVE
0
0
6
Loyalty and Rewards Program
1
Low
no fallback
14,085
I upgraded a ticket to economy plus and was charged 2 times. One charge was 69 and one was 51. Is this an error?
UpgradeRequest
0.3
NEGATIVE
0
0
9
In-flight Experience
1
Low
no fallback
8,162
what do I need to fly if I buy my ticket online?
BookFlight
0.3
NEGATIVE
0
0
2
Reservations and Ticketing
1
Low
no fallback
5,378
i dont know my mileage plan number or my password, how do i go about this
MileageInquiry
0.3
NEGATIVE
0
0
6
Loyalty and Rewards Program
1
Low
no fallback
10,477
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?
CreditCardInquiry
0.3
NEUTRAL
0
0
7
Billing and Refunds
1
Low
no fallback
4,739
when I click on select in awards travel it gives me an error message
Other
0.3
NEGATIVE
0
0
1
General Customer Service
1
Low
no fallback
4,398
Who would I contact about missing miles from signing up for Netflix?
MileageInquiry
0.3
NEGATIVE
0
0
6
Loyalty and Rewards Program
1
Low
no fallback
10,690
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
PetTravel
0.3
NEGATIVE
0
0
8
Special Services and Assistance
1
Low
no fallback
13,937
How do I edit incorrect information I filled out for a passenger when making a recent reservation?
Other
0.3
NEGATIVE
0
0
1
General Customer Service
1
Low
no fallback
11,700
Can I cancel a reservation for myself and then use those funds to make a reservation for my daughter?
CancelFlight
0.3
NEGATIVE
0
0
2
Reservations and Ticketing
1
Low
no fallback
6,597
can i pre pay a bag fee one week before my flight
Other
0.3
NEGATIVE
0
0
1
General Customer Service
1
Low
no fallback
14,360
My husband has a flight to Maui planned for March 2, I need to get the itinerary for his work
Other
0.3
POSITIVE
0
0
1
General Customer Service
1
Low
no fallback
7,604
You are not understanding - I need to use my miles and my husband to combine the awards
MileageInquiry
0.3
POSITIVE
0
0
6
Loyalty and Rewards Program
1
Low
no fallback
8,415
i am trying to pay with a canceled ticket no ################
Other
0.3
NEGATIVE
0
0
1
General Customer Service
1
Low
no fallback
5,628
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
ProvideInformation
0.3
NEGATIVE
0
0
1
General Customer Service
1
Low
no fallback
12,239
Is there a phone number for me to call so I can talk to someone?
Other
0.3
POSITIVE
0
0
1
General Customer Service
1
Low
no fallback
12,292
cost of changing flight from ZRH to FLL on 09/11/13 to 08/28/11 on reservation ######
Other
0.3
NEGATIVE
0
0
1
General Customer Service
1
Low
no fallback
10,728
HOW CAN I UPGRADE MY TICKET TO BUSINES IF I DO NOT HAVE ENOH=GH TO REDEEM IT"" TAHNKS
UpgradeRequest
0.3
NEGATIVE
0
0
9
In-flight Experience
1
Low
no fallback
2,030
Hi ----, How can I pay the second checked bag fees when I book the ticket.
Other
0.3
NEGATIVE
0
0
1
General Customer Service
1
Low
no fallback
14,614
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
AccountAccess
0.3
POSITIVE
0
0
10
Account and Technical Support
1
Low
no fallback
7,255
Yes or no can I take a razor for my legs in my carry on
Other
0.3
NEGATIVE
0
0
1
General Customer Service
1
Low
no fallback
6,349
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?
MileageInquiry
0.3
NEUTRAL
0
0
6
Loyalty and Rewards Program
1
Low
no fallback
8,455
Why couldn't I use the mileages to rent the movie through the Digital Media Store?
MileageInquiry
0.3
NEGATIVE
0
0
6
Loyalty and Rewards Program
1
Low
no fallback
4,123
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
LostAndFound
0.3
NEUTRAL
0
0
4
Baggage and Lost Items
1
Low
no fallback
5,787
I have an expensive guitar and was wondering if it could be stored in a closet or on the plane.
GeneralInquiry
0.3
NEUTRAL
0
0
1
General Customer Service
1
Low
no fallback
336
How many award miles do I need for a Mileageplan award ticket?
MileageInquiry
0.3
POSITIVE
0
0
6
Loyalty and Rewards Program
1
Low
no fallback
8,362
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?
MileageInquiry
0.3
NEUTRAL
0
0
6
Loyalty and Rewards Program
1
Low
no fallback
8,792
Do I have to include my middle name when I book online flight?
BookFlight
0.3
NEGATIVE
0
0
2
Reservations and Ticketing
1
Low
no fallback
3,681
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
AccountAccess
0.3
POSITIVE
0
0
10
Account and Technical Support
1
Low
no fallback
3,019
I made reservations and signed up my famiy for the mileage plan award credit.
MileageInquiry
0.3
NEUTRAL
0
0
6
Loyalty and Rewards Program
1
Low
no fallback
2,693
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.
MileageInquiry
0.3
NEGATIVE
0
0
6
Loyalty and Rewards Program
1
Low
no fallback
8,401
My travel documentation has my full middle name. How do I get my full middle name onto my Mileage plan account?
MileageInquiry
0.3
NEGATIVE
0
0
6
Loyalty and Rewards Program
1
Low
no fallback
6,821
We are having problems getting our baggage price included when we travel and use our Visa Mileage plan Card. Our reservation is
MileageInquiry
0.3
NEUTRAL
0
0
6
Loyalty and Rewards Program
1
Low
no fallback
8,772
your interactive travel destinations chart will not show me the destination of ""Central America:
Other
0.3
NEGATIVE
0
0
1
General Customer Service
1
Low
no fallback
4,334
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.
MileageInquiry
0.3
NEUTRAL
0
0
6
Loyalty and Rewards Program
1
Low
no fallback
8,603
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 --------.
MileageInquiry
0.3
NEUTRAL
0
0
6
Loyalty and Rewards Program
1
Low
no fallback
7,321
When flying non-rev space available, are all seat types an option if available?
Other
0.3
POSITIVE
0
0
1
General Customer Service
1
Low
no fallback
10,307
if I am eligible for a complimentary premier upgrade which I am on my next flight , do I have to pay extra for it?
UpgradeRequest
0.3
POSITIVE
0
0
9
In-flight Experience
1
Low
no fallback
13,329
I can use my USAirways miles, since it is part of the Star Alliance.?
MileageInquiry
0.3
POSITIVE
0
0
6
Loyalty and Rewards Program
1
Low
no fallback
12,389
how do I add my mileage plan number to an existing reservation
MileageInquiry
0.3
NEUTRAL
0
0
6
Loyalty and Rewards Program
1
Low
no fallback
7,959
are you telling me that it will cost me 1000$ to transfer my dead husband miles ??
MileageInquiry
0.3
NEGATIVE
0
0
6
Loyalty and Rewards Program
1
Low
no fallback

CCI Dataset V2

Dataset Summary

The CCI (Customer Conversation Intelligence) Dataset V2 is a comprehensive collection of airline customer service interactions from Intelligent Virtual Assistant (IVA) conversations. The dataset contains 15,598 entries with rich annotations including intent prediction, sentiment analysis, empathy scoring, and conversation topic classification. Originally sourced from airline customer service interactions, this dataset provides valuable insights into how virtual assistants handle customer inquiries in the aviation sector.

Supported Tasks and Leaderboards

  • Conversation Intent Classification: Predict the intent behind customer utterances
  • Sentiment Analysis: Analyze the sentiment of customer messages
  • Empathy Detection: Score conversations based on demonstrated empathy
  • Active Listening Assessment: Evaluate the quality of listening in conversations
  • Topic Classification: Categorize conversations into specific topics
  • RSIC (Response Style Intelligence Classification): Analyze and score conversation response styles

Languages

The dataset primarily contains conversations in English (to be confirmed).

Dataset Structure

The dataset is split into training (80%) and testing (20%) sets.

Data Instances

Each instance in the dataset represents a single utterance or conversation turn with the following features:

{
    'Index': int,  # Unique identifier
    'Utterance': str,  # The actual conversation text
    'Predicted_Intent': str,  # Classified intent of the utterance
    'Intent_Score': float,  # Confidence score of intent prediction
    'Sentiment': str,  # Analyzed sentiment
    'empathy_score': int,  # Numerical score for empathy
    'listening_score': int,  # Numerical score for active listening
    'Topic': int,  # Numerical topic identifier
    'Topic_Name': str,  # Name/description of the topic
    'rsic_score': float,  # Response Style Intelligence Classification score
    'RSICs': str,  # Response Style Intelligence Classification categories
    'fallback_type': str  # Type of fallback response if applicable
}

Data Fields

Field Name Type Description
Index Integer Unique identifier for each entry
Utterance String The actual text of the conversation turn
Predicted_Intent String The predicted intent of the utterance
Intent_Score Float Confidence score for the intent prediction (0-1)
Sentiment String Sentiment classification of the utterance
empathy_score Integer Numerical score indicating level of empathy
listening_score Integer Numerical score indicating active listening quality
Topic Integer Numerical identifier for conversation topic
Topic_Name String Descriptive name of the conversation topic
rsic_score Float Response Style Intelligence Classification score
RSICs String RSIC categories/labels
fallback_type String Type of fallback response if applicable

Data Splits

The dataset is divided into:

  • Training set: 12,478 examples (80%)
  • Test set: 3,120 examples (20%)

Dataset Creation

Curation Rationale

This dataset is created as part of a capstone project for a certification program in MLOps that is building a customer intelligence platform that can be used customer service chatbots, BERT classifiers and analytics and insights platforms for ML training and customer service enhancements

Source Data

This dataset is derived from the "Relational Strategies in Customer Service (RSICS)" dataset originally published on Kaggle (https://www.kaggle.com/datasets/veeralakrishna/relational-strategies-in-customer-servicersics). The source data consists of airline IVA (Intelligent Virtual Assistant) conversations, providing a real-world context for customer service interactions in the aviation industry.

The original dataset was specifically designed to study relational strategies in customer service contexts, with a focus on how virtual assistants handle various types of customer inquiries and situations in the airline industry. This makes it particularly valuable for developing and improving customer service AI systems in high-stakes service environments.

Annotations

  • Annotations are spot checked by human evaluators for sentiment and predicted_intent primarily

Considerations for Using the Data

Social Impact of Dataset

This dataset can be used to improve customer service interactions by:

  • Enhancing empathy in automated responses
  • Improving intent recognition accuracy
  • Developing better conversation flow understanding
  • Training more effective customer service systems

Discussion of Biases

  • TBD

Other Known Limitations

  • The dataset may contain specific patterns or biases based on the source of customer service interactions
  • Intent and sentiment predictions are model-generated and may contain inherent biases or errors

Additional Information

Dataset Curators

[To be added: Information about the team or individuals who created and maintain this dataset]

Licensing Information

[To be added: License information for the dataset]

Citation Information

[To be added: How to cite this dataset in academic work]

Contributions

Thanks to @raghavdw for adding this dataset.

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