Related papers: "How May I Help You?": Modeling Twitter Customer S…
Automatic dialog systems have become a mainstream part of online customer service. Many such systems are built, maintained, and improved by customer service specialists, rather than dialog systems engineers and computer programmers. As…
Most human interactions occur in the form of spoken conversations where the semantic meaning of a given utterance depends on the context. Each utterance in spoken conversation can be represented by many semantic and speaker attributes, and…
We present a joint modeling approach to identify salient discussion points in spoken meetings as well as to label the discourse relations between speaker turns. A variation of our model is also discussed when discourse relations are treated…
This paper presents a novel application of large language models (LLMs) to enhance user comprehension of privacy policies through an interactive dialogue agent. We demonstrate that LLMs significantly outperform traditional models in tasks…
Large language models (LLMs) can reshape information processing by handling data analysis, visualization, and interpretation in an interactive, context-aware dialogue with users, including voice interaction, while maintaining high…
Customer-service question answering (QA) systems increasingly rely on conversational language understanding. While Large Language Models (LLMs) achieve strong performance, their high computational cost and deployment constraints limit…
Open-domain dialogue systems have seen remarkable advancements with the development of large language models (LLMs). Nonetheless, most existing dialogue systems predominantly focus on brief single-session interactions, neglecting the…
Spoken dialogue systems promise efficient and natural access to a large variety of information sources and services from any phone. However, current spoken dialogue systems are deficient in their strategies for preventing, identifying and…
There are many settings where it is useful to predict and explain the success or failure of a dialogue. Circumplex theory from psychology models the social orientations (e.g., Warm-Agreeable, Arrogant-Calculating) of conversation…
Customer service has evolved beyond in-person visits and phone calls to include live chat, AI chatbots and social media, among other contact options. Service providers typically refer to these contact modalities as "channels". Within each…
For an interactive agent, such as task-oriented spoken dialog systems or chatbots, measuring and adapting to Customer Satisfaction (CSAT) is critical in order to understand user perception of an agent's behavior and increase user engagement…
Effective communication between humans and intelligent agents has promising applications for solving complex problems. One such approach is visual dialogue, which leverages multimodal context to assist humans. However, real-world scenarios…
User response to contributed content in online social media depends on many factors. These include how the site lays out new content, how frequently the user visits the site, how many friends the user follows, how active these friends are,…
Generating high-quality summaries for chat dialogs often requires large labeled datasets. We propose a method to efficiently use unlabeled data for extractive summarization of customer-agent dialogs. In our method, we frame summarization as…
Over the past decade humans have experienced exponential growth in the use of online resources, in particular social media and microblogging websites such as Facebook, Twitter, YouTube and also mobile applications such as WhatsApp, Line,…
We present a study to analyze how word use can predict social engagement behaviors such as replies and retweets in Twitter. We compute psycholinguistic category scores from word usage, and investigate how people with different scores…
Word-of-Mouth (WoM) communication, via online reviews, plays an important role in customers' purchasing decisions. As such, retailers must consider the impact of WoM to manage customer perceptions and future demand. In this paper, we…
Nowadays, people from all around the world use social media sites to share information. Twitter for example is a platform in which users send, read posts known as tweets and interact with different communities. Users share their daily…
We consider real world task-oriented dialog settings, where agents need to generate both fluent natural language responses and correct external actions like database queries and updates. We demonstrate that, when applied to customer support…
Since internet technologies have advanced, one of the primary factors in company development is customer happiness. Online platforms have become prominent places for sharing reviews. Twitter is one of these platforms where customers…