Related papers: Mining the Minds of Customers from Online Chat Log…

Customer ratings are valuable sources to understand their satisfaction and are critical for designing better customer experiences and recommendations. The majority of customers, however, do not respond to rating surveys, which makes the…

The identification and analysis of student satisfaction is a challenging issue. This is becoming increasingly important since a measure of student satisfaction is taken as an indication of how well a course has been taught. However, it…

User satisfaction is closely related to enterprises, as it not only directly reflects users' subjective evaluation of service quality or products, but also affects customer loyalty and long-term business revenue. Monitoring and…

Millions of people participate in online peer-to-peer support sessions, yet there has been little prior research on systematic psychology-based evaluations of fine-grained peer-counselor behavior in relation to client satisfaction. This…

Since internet technologies have advanced, one of the primary factors in company development is customer happiness. Online platforms have become prominent places for sharing reviews. Twitter is one of these platforms where customers…

Predicting user satisfaction in conversational systems has become critical, as spoken conversational assistants operate in increasingly complex domains. Online satisfaction prediction (i.e., predicting satisfaction of the user with the…

Students' satisfaction plays a vital role in success of an educational institute. Hence, many educational institutes continuously improve their service to produce a supportive learning environment to satisfy the student need. For this…

For an interactive agent, such as task-oriented spoken dialog systems or chatbots, measuring and adapting to Customer Satisfaction (CSAT) is critical in order to understand user perception of an agent's behavior and increase user engagement…

Driven by ongoing improvements in machine learning, chatbots have increasingly grown from experimental interface prototypes to reliable and robust tools for process automation. Building on these advances, companies have identified various…

Research on customer satisfaction has increased substantially in recent years. However, the relative importance and relationships between different determinants of satisfaction remains uncertain. Moreover, quantitative studies to date tend…

Chatbots powered by artificial intelligence (AI) have rapidly become a significant part of everyday life, with over a quarter of American adults using them multiple times per week. While these tools offer potential benefits and risks, a…

This study explores the enhancement of customer satisfaction in the airline industry, a critical factor for retaining customers and building brand reputation, which are vital for revenue growth. Utilizing a combination of machine learning…

Conversational AI chatbots have become increasingly common within the customer service industry. Despite improvements in their emotional development, they often lack the authenticity of real customer service interactions or the competence…

Customers' emotions play a vital role in the service industry. The better frontline personnel understand the customer, the better the service they can provide. As human emotions generate certain (unintentional) bodily reactions, such as…

This study seeks to better understand the network characteristics of client support teams by analyzing the teams' e-mail communication networks and comparing it to client organization's satisfaction. In collaboration with a large service…

Customers are rapidly turning to social media for customer support. While brand agents on these platforms are motivated and well-intentioned to help and engage with customers, their efforts are often ignored if their initial response to the…

Many businesses depend on their mobile apps and websites, so user frustration while trying to complete a task on these channels can cause lost sales and complaints. In this research, I use clickstream data from a real e-commerce site to…

Word-of-Mouth (WoM) communication, via online reviews, plays an important role in customers' purchasing decisions. As such, retailers must consider the impact of WoM to manage customer perceptions and future demand. In this paper, we…

Customer service is a setting that calls for empathy in live human agent responses. Recent advances have demonstrated how open-domain chatbots can be trained to demonstrate empathy when responding to live human utterances. We show that a…

Existing emotion-aware conversational models usually focus on controlling the response contents to align with a specific emotion class, whereas empathy is the ability to understand and concern the feelings and experience of others. Hence,…