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Negotiation is a complex social interaction that encapsulates emotional encounters in human decision-making. Virtual agents that can negotiate with humans are useful in pedagogy and conversational AI. To advance the development of such…
Software development is a collaborative task. Previous research has shown social aspects within development teams to be highly relevant for the success of software projects. A team's mood has been proven to be particularly important. It is…
Given the increasing popularity of customer service dialogue on Twitter, analysis of conversation data is essential to understand trends in customer and agent behavior for the purpose of automating customer service interactions. In this…
Online platforms have a wealth of data, run countless experiments and use industrial-scale algorithms to optimize user experience. Despite this, many users seem to regret the time they spend on these platforms. One possible explanation is…
Customer experience plays a critical role for a profitable organisation or company. A satisfied customer for a company corresponds to higher rates of customer retention, and better representation in the market. One way to improve customer…
As people increasingly seek emotional support and companionship from AI chatbots, understanding how such interactions impact mental well-being becomes critical. We conducted a four-week randomized controlled experiment (n=981, >300k…
Intelligent conversational agents, or chatbots, can take on various identities and are increasingly engaging in more human-centered conversations with persuasive goals. However, little is known about how identities and inquiry strategies…
The amount of dialogue history to include in a conversational agent is often underestimated and/or set in an empirical and thus possibly naive way. This suggests that principled investigations into optimal context windows are urgently…
The proliferation of online communities has created exciting opportunities to study the mechanisms that explain group success. While a growing body of research investigates community success through a single measure -- typically, the number…
Videoconferencing is now a frequent mode of communication in both professional and informal settings, yet it often lacks the fluidity and enjoyment of in-person conversation. This study leverages multimodal machine learning to predict…
As chatbots are becoming increasingly popular, we often wonder what users perceive as natural and socially accepted manners of interacting with them. Some researchers maintain that humans should avoid engaging in emotional conversations…
How could a product or service is reasonably evaluated by anyone in the shortest time? A million dollar question but it is having a simple answer: Sentiment analysis. Sentiment analysis is consumers review on products and services which…
As the e-commerce market continues to expand and online transactions proliferate, customer reviews have emerged as a critical element in shaping the purchasing decisions of prospective buyers. Previous studies have endeavored to identify…
The social connections people form online affect the quality of information they receive and their online experience. Although a host of socioeconomic and cognitive factors were implicated in the formation of offline social ties, few of…
Sentiment analysis or opinion mining aims to determine attitudes, judgments and opinions of customers for a product or a service. This is a great system to help manufacturers or servicers know the satisfaction level of customers about their…
The most important goal of customer services is to keep the customer satisfied. However, service resources are always limited and must be prioritized. Therefore, it is important to identify customers who potentially become unsatisfied and…
Trustfulness -- one's general tendency to have confidence in unknown people or situations -- predicts many important real-world outcomes such as mental health and likelihood to cooperate with others such as clinicians. While data-driven…
Background: It has long been suggested that user feedback, typically written in natural language by end-users, can help issue detection. However, for large-scale online service systems that receive a tremendous amount of feedback, it…
In the quest to improve services, companies offer customers the opportunity to interact with agents through contact centers, where the communication is mainly text-based. This has become one of the favorite channels of communication with…
The current research is focusing on the area of Opinion Mining also called as sentiment analysis due to sheer volume of opinion rich web resources such as discussion forums, review sites and blogs are available in digital form. One…