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Portraying emotion and trustworthiness is known to increase the appeal of video content. However, the causal relationship between these signals and online user engagement is not well understood. This limited understanding is partly due to a…
This research set out to identify and structure from online reviews the words and expressions related to customers' likes and dislikes to guide product development. Previous methods were mainly focused on product features. However,…
Due to the rise of user-generated content, social media is increasingly adopted as a channel to deliver customer service. Given the public character of these online platforms, the automatic detection of emotions forms an important…
We demonstrate the critical need to identify social situation and instability factors by acquiring public social satisfaction in this research. However, subject to the large amount of manual work cost in subject recruitment and data…
We improve the extraction of insights from customer reviews by restructuring the topic modelling pipeline to operate on opinion units - distinct statements that include relevant text excerpts and associated sentiment scores. Prior work has…
Psychological models are increasingly being used to explain online behavioral traces. Aside from the commonly used personality traits as a general user model, more domain dependent models are gaining attention. The use of domain dependent…
Starting with the idea that sentiment analysis models should be able to predict not only positive or negative but also other psychological states of a person, we implement a sentiment analysis model to investigate the relationship between…
In customer support contact centers, every service interaction involves a messaging dialogue between a customer and an agent; together, they exchange information, solve problems, and collectively co-produce the service. Because the service…
Accurately analyzing and modeling online browsing behavior play a key role in understanding users and technology interactions. In this work, we design and conduct a user study to collect browsing data from 31 participants continuously for…
Emotions play a significant role in teamwork and collaborative activities like software development. While researchers have analyzed developer emotions in various software artifacts (e.g., issues, pull requests), few studies have focused on…
Conversational search offers an easier and faster alternative to conventional web search, while having downsides like lack of source verification. Research has examined performance disparities between these two systems in different…
Online platforms often have conflicting goals: they face tradeoffs between increasing efficiency and reducing disparities, where the latter may relate to objectives such as the longer-term health of the marketplace or the organization's…
Social media have become the main vehicle of information production and consumption online. Millions of users every day log on their Facebook or Twitter accounts to get updates and news, read about their topics of interest, and become…
Complexity is an important characteristic of any business process. The key assumption of much research in Business Process Management is that process complexity has a negative impact on process performance. So far, behavioral studies have…
Traditionally, the efficiency and effectiveness of search systems have both been of great interest to the information retrieval community. However, an in-depth analysis of the interaction between the response latency and users' subjective…
Measuring user satisfaction level is a challenging task, and a critical component in developing large-scale conversational agent systems serving the needs of real users. An widely used approach to tackle this is to collect human annotation…
Users can discuss a wide range of topics with large language models (LLMs), but they do not always prefer solving problems or getting information through lengthy conversations. This raises an intriguing HCI question: How does instructing…
Customer Satisfaction is the most important factors in the industry irrespective of domain. Key Driver Analysis is a common practice in data science to help the business to evaluate the same. Understanding key features, which influence the…
Goal-oriented conversational agents are becoming prevalent in our daily lives. For these systems to engage users and achieve their goals, they need to exhibit appropriate social behavior as well as provide informative replies that guide…
Various studies on consumer purchasing behaviors have been presented and used in real problems. Data mining techniques are expected to be a more effective tool for analyzing consumer behaviors. However, the data mining method has…