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Dialog is a natural modality for interaction between customers and businesses in the service industry. As customers call up the service provider, their interactions may be routine or extraordinary. We believe that these interactions, when…
For more than a half-century, credit risk management has used credit scoring models in each of its well-defined stages to manage credit risk. Application scoring is used to decide whether to grant a credit or not, while behavioral scoring…
The quality of daily spontaneous conversations is of importance towards both our well-being as well as the development of interactive social agents. Prior research directly studying the quality of social conversations has operationalized it…
Today, almost all banks have adopted ICT as a means of enhancing their banking service quality. These banks provide ICT based electronic service which is also called electronic banking, internet banking or online banking etc to their…
We present an intelligent virtual interviewer that engages with a user in a text-based conversation and automatically infers the user's psychological traits, such as personality. We investigate how the personality of a virtual interviewer…
E-communities, social groups interacting online, have recently become an object of interdisciplinary research. As with face-to-face meetings, Internet exchanges may not only include factual information but also emotional information - how…
As AI chatbots see increased adoption and integration into everyday life, questions have been raised about the potential impact of human-like or anthropomorphic AI on users. In this work, we investigate the extent to which interactions with…
Online reviews are feedback voluntarily posted by consumers about their consumption experiences. This feedback indicates customer attitudes such as affection, awareness and faith towards a brand or a firm and demonstrates inherent…
This paper focuses on finding suitable features to robustly recognize emotions and evaluate customer satisfaction from speech in real acoustic scenarios. The classification of emotions is based on standard and well-known corpora and the…
The time pressure associated with software development, among other factors, often leads to a diminished emotional state among developers. However, whether emotions affect perceived productivity remains an open question. This study aims to…
Previous researches on dialogue system assessment usually focus on the quality evaluation (e.g. fluency, relevance, etc) of responses generated by the chatbots, which are local and technical metrics. For a chatbot which responds to millions…
Conversational AI systems are becoming famous in day to day lives. In this paper, we are trying to address the following key question: To identify whether design, as well as development efforts for search oriented conversational AI are…
Nowadays, internet has changed the world into a global village. Social Media has reduced the gaps among the individuals. Previously communication was a time consuming and expensive task between the people. Social Media has earned fame…
In social commerce, users dialogue with each other on the topics related to the providers' products. However, the language customers use may vary from the language vendors use on their e-commerce websites and product descriptions. This…
With the increasing popularity of conversational search, how to evaluate the performance of conversational search systems has become an important question in the IR community. Existing works on conversational search evaluation can mainly be…
One of the goals of every business enterprise is to increase customer loyalty. The degree of customer loyalty is called customer quality which its forecasting will affect strategic marketing practices. The purpose of this study is to…
This study introduces a novel methodology for modelling patient emotions from online patient experience narratives. We employed metadata network topic modelling to analyse patient-reported experiences from Care Opinion, revealing key…
Email is a ubiquitous communications tool in the workplace and plays an important role in social interactions. Previous studies of email were largely based on surveys and limited to relatively small populations of email users within…
Life satisfaction is a crucial facet of human well-being. Hence, research on life satisfaction is incumbent for understanding how individuals experience their lives and influencing interventions targeted at enhancing mental health and…
Communication success relies heavily on reading participants' reactions. Such feedback is especially important for mental health counselors, who must carefully consider the client's progress and adjust their approach accordingly. However,…