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User satisfaction plays a crucial role in user experience (UX) evaluation. Traditionally, UX measurements are based on subjective scales, such as questionnaires. However, these evaluations may suffer from subjective bias. In this paper, we…
Online social network analysis has attracted great attention with a vast number of users sharing information and availability of APIs that help to crawl online social network data. In this paper, we study the research studies that are…
Investigating the public experience of urgent care facilities is essential for promoting community healthcare development. Traditional survey methods often fall short due to limited scope, time, and spatial coverage. Crowdsourcing through…
Sentiment analysis provides a useful overview of customer review contents. Many review websites allow a user to enter a summary in addition to a full review. Intuitively, summary information may give additional benefit for review sentiment…
In order to keep up with the demand of curating the deluge of crowd-sourced content, social media platforms leverage user interaction feedback to make decisions about which content to display, highlight, and hide. User interactions such as…
As AI chatbots increasingly incorporate empathy, understanding user-centered perceptions of chatbot empathy and its impact on conversation quality remains essential yet under-explored. This study examines how chatbot identity and perceived…
Emotion Recognition in Conversation has been seen to be widely applicable in call center analytics, opinion mining, finance, retail, healthcare, and other industries. In a call center scenario, the role of the call center agent is not just…
Chatbot has become an important solution to rapidly increasing customer care demands on social media in recent years. However, current work on chatbot for customer care ignores a key to impact user experience - tones. In this work, we…
Data mining can be evaluated as a strategic tool to determine the customer profiles in order to learn customer expectations and requirements. Airline customers have different characteristics and if passenger reviews about their trip…
Have we become more tolerant of dating people of different social backgrounds compared to ten years ago? Has the rise of online dating exacerbated or alleviated gender inequalities in modern courtship? Are the most attractive people on…
An automated metric to evaluate dialogue quality is vital for optimizing data driven dialogue management. The common approach of relying on explicit user feedback during a conversation is intrusive and sparse. Current models to estimate…
We investigate the impact of a novel method called "virtual mirroring" to promote employee self-reflection and impact customer satisfaction. The method is based on measuring communication patterns, through social network and semantic…
Web search is frequently used by people to acquire new knowledge and to satisfy learning-related objectives. In this context, informational search missions with an intention to obtain knowledge pertaining to a topic are prominent. The…
Agents offer a new and exciting way of understanding the world of work. In this paper we describe the development of agent-based simulation models, designed to help to understand the relationship between people management practices and…
This study explores how emotions and sentiments differ in customer reviews of products and services on e-commerce platforms. Unlike earlier research that treats all reviews uniformly, this study distinguishes between reviews of products,…
Social aspects in software development teams are of particular importance for a successful project closure. To analyze sentiments in software projects, there are several tools and approaches available. These tools analyze text-based…
Using agent-based modeling approach, in this paper, we study self-organized dynamics of interacting agents in the presence of chat Bots. Different Bots with tunable ``human-like'' attributes, which exchange emotional messages with agents,…
Recent high-profile cyber attacks exemplify why organizations need better cyber defenses. Cyber threats are hard to accurately predict because attackers usually try to mask their traces. However, they often discuss exploits and techniques…
Many online services, such as search engines, social media platforms, and digital marketplaces, are advertised as being available to any user, regardless of their age, gender, or other demographic factors. However, there are growing…
$ $Dialogue systems are evaluated depending on their type and purpose. Two categories are often distinguished: (1) task-oriented dialogue systems (TDS), which are typically evaluated on utility, i.e., their ability to complete a specified…