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It is well known that the software process in place impacts the quality of the resulting product. However, the specific way in which this effect occurs is still mostly unknown and reported through anecdotes. To gather a better understanding…
When people buy products online, they primarily base their decisions on the recommendations of others given in online reviews. The current work analyzed these online reviews by sentiment analysis and used the extracted sentiments as…
We investigate the task of inferring conversational dependencies between messages in one-on-one online chat, which has become one of the most popular forms of customer service. We propose a novel probabilistic classifier that leverages…
Clarifying questions are an integral component of modern information retrieval systems, directly impacting user satisfaction and overall system performance. Poorly formulated questions can lead to user frustration and confusion, negatively…
One of the service providers in the financial service sector, who provide premium service to the customers, wanted to harness the power of data analytics as data mining can uncover valuable insights for better decision making. Therefore,…
Session length is a very important aspect in determining a user's satisfaction with a media streaming service. Being able to predict how long a session will last can be of great use for various downstream tasks, such as recommendations and…
Conversational agents increasingly mediate everyday digital interactions, yet the effects of their communication style on user experience and task success remain unclear. Addressing this gap, we describe the results of a between-subject…
With the development of e-commerce, many products are now being sold worldwide, and manufacturers are eager to obtain a better understanding of customer behavior in various regions. To achieve this goal, most previous efforts have focused…
As the use of interactive AI systems becomes increasingly prevalent in our daily lives, it is crucial to understand how individuals feel when interacting with such systems. In this work, we investigate the comfort level of individuals when…
Online education platforms have experienced explosive growth over the past decade, generating massive volumes of user-generated content in the form of reviews, ratings, and behavioral logs. These heterogeneous signals provide unprecedented…
For many call centers, customer satisfaction (CSAT) is a key performance indicator (KPI). However, only a fraction of customers take the CSAT survey after the call, leading to a biased and inaccurate average CSAT value, and missed…
Data aggregators collect large amount of information about individual users and create detailed online behavioral profiles of individuals. Behavioral profiles benefit users by improving products and services. However, they have also raised…
Conversational Recommender Systems (CRSs) deliver personalised recommendations through multi-turn natural language dialogue and increasingly support both task-oriented and exploratory interactions. Yet, the factors shaping user interaction…
Conversational assistants are being progressively adopted by the general population. However, they are not capable of handling complicated information-seeking tasks that involve multiple turns of information exchange. Due to the limited…
We study user sentiment (reported via optional surveys) as a metric for fully randomized A/B tests. Both user-level covariates and treatment assignment can impact response propensity. We propose a set of consistent estimators for the…
In a typical customer service chat scenario, customers contact a support center to ask for help or raise complaints, and human agents try to solve the issues. In most cases, at the end of the conversation, agents are asked to write a short…
The rise of AI conversational agents has broadened opportunities to enhance human capabilities across various domains. As these agents become more prevalent, it is crucial to investigate the impact of different affective abilities on their…
Conversational agents (CAs) are increasingly embedded in daily life, yet their ability to navigate user emotions efficiently is still evolving. This study investigates how users with varying traits -- gender, personality, and cultural…
Social aspects of software projects become increasingly important for research and practice. Different approaches analyze the sentiment of a development team, ranging from simply asking the team to so-called sentiment analysis on text-based…
Nowadays, web search becomes more and more popular all over the world. Many researchers and developers have done lots of studies on behaviors of search users. In practice, the full understanding of these behaviors can not only help to…