Related papers: Mining the Minds of Customers from Online Chat Log…
Understanding complex user behaviour under various conditions, scenarios and journeys can be fundamental to the improvement of the user-experience for a given system. Predictive models of user reactions, responses -- and in particular,…
User-centered approaches have been extensively studied and used in the area of struggling search. Related research has targeted key aspects of users such as user satisfaction or frustration, and search success or failure, using a variety of…
Recent works have proposed that software developers' positive emotion has a positive impact on software developers' productivity. In this paper we investigate two data sources: developers chat messages (from Slack and Hipchat) and source…
Customer reviews represent a very rich data source from which we can extract very valuable information about different online shopping experiences. The amount of the collected data may be very large especially for trendy items (products,…
In this paper, we proposed a conceptual model to predict the chat experience in a natural language generation dialog system. We evaluated the model with 120 participants with Partial Least Squares Structural Equation Modeling (PLS-SEM) and…
Due to the rapid development of non-face-to-face services due to the corona virus, commerce through the Internet, such as sales and reservations, is increasing very rapidly. Consumers also post reviews, suggestions, or judgments about goods…
So far, most research investigating the predictability of human behavior, such as mobility and social interactions, has focused mainly on the exploitation of sensor data. However, sensor data can be difficult to capture the subjective…
Mobile quality of experience and user satisfaction are growing research topics. However, the relationship between a user's satisfaction with network quality and the networks real performance in the field remains unexplored. This paper is…
Software support ticket escalations can be an extremely costly burden for software organizations all over the world. Consequently, there exists an interest in researching how to better enable support analysts to handle such escalations. In…
The popularity of e-commerce platforms continues to grow. Being able to understand, and predict customer behavior is essential for customizing the user experience through personalized result presentations, recommendations, and special…
Online conversations can go in many directions: some turn out poorly due to antisocial behavior, while others turn out positively to the benefit of all. Research on improving online spaces has focused primarily on detecting and reducing…
A success factor for modern companies in the age of Digital Marketing is to understand how customers think and behave based on their online shopping patterns. While the conventional method of gathering consumer insights through…
With the servitization of business, understanding how users experience services becomes a crucial success factor for companies. Therefore, there is a need to include feedback from user experiences in the software engineering process.…
Counterfactual explanations are a widely used approach in Explainable AI, offering actionable insights into decision-making by illustrating how small changes to input data can lead to different outcomes. Despite their importance, evaluating…
We feel happy when web-browsing operations provide us with necessary information; otherwise, we feel bitter. How to measure this happiness (or bitterness)? How does the profile of happiness grow and decay during the course of web-browsing?…
Customer purchasing behavior analysis plays a key role in developing insightful communication strategies between online vendors and their customers. To support the recent increase in online shopping trends, in this work, we present a…
Evaluating developer satisfaction with conversational AI assistants at scale is critical but challenging. User studies provide rich insights, but are unscalable, while large-scale quantitative signals from logs or in-product ratings are…
In this paper we investigate the verbal expression of shopping experience obtained by a sample of customers asked to freely verbalize how they felt when entering a store. Using novel tools of Text Mining and Social Network Analysis, we…
User ratings play a significant role in spoken dialogue systems. Typically, such ratings tend to be averaged across all users and then utilized as feedback to improve the system or personalize its behavior. While this method can be useful…
Sentiment analysis is one of the fastest spreading research areas in computer science, making it challenging to keep track of all the activities in the area. We present a customer feedback reviews on product, where we utilize opinion…