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The next step for intelligent dialog agents is to escape their role as silent bystanders and become proactive. Well-defined proactive behavior may improve human-machine cooperation, as the agent takes a more active role during interaction…
For agents at a contact centre receiving calls, the most important piece of information is the reason for a given call. An agent cannot provide support on a call if they do not know why a customer is calling. In this paper we describe our…
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…
A skilled live-commerce host is not merely a narrator, but a sales agent who converts viewer curiosity into purchase intent through expert product knowledge, emotionally intelligent response tactics, and entertainment that serves as a…
We present a series of two studies conducted to understand user's affective states during voice-based human-machine interactions. Emphasis is placed on the cases of communication errors or failures. In particular, we are interested in…
Intelligent agents such as robots are increasingly deployed in real-world, safety-critical settings. It is vital that these agents are able to explain the reasoning behind their decisions to human counterparts, however, their behavior is…
We developed a machine learning approach that quantifies multiple aspects of the success or values in Customer Service contacts, at anytime during the interaction. Specifically, the value/reward function regarding to the turn-level…
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…
Predicting user satisfaction in conversational systems has become critical, as spoken conversational assistants operate in increasingly complex domains. Online satisfaction prediction (i.e., predicting satisfaction of the user with the…
Social norms are shared rules that govern and facilitate social interaction. Violating such social norms via teasing and insults may serve to upend power imbalances or, on the contrary reinforce solidarity and rapport in conversation,…
While online communities have become increasingly important over the years, the moderation of user-generated content is still performed mostly manually. Automating this task is an important step in reducing the financial cost associated…
Chatbots are one class of intelligent, conversational software agents activated by natural language input (which can be in the form of text, voice, or both). They provide conversational output in response, and if commanded, can sometimes…
Humans are increasingly interacting with machines through language, sometimes in contexts where the user may not know they are talking to a machine (like over the phone or a text chatbot). We aim to understand how system designers and…
Text-based misinformation permeates online discourses, yet evidence of people's ability to discern truth from such deceptive textual content is scarce. We analyze a novel TV game show data where conversations in a high-stake environment…
Intelligent agents such as robots are increasingly deployed in real-world, safety-critical settings. It is vital that these agents are able to explain the reasoning behind their decisions to human counterparts; however, their behavior is…
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…
Sensitive information, such as knowledge about an individual's personality, can be can be misused to influence behavior (e.g., via personalized messaging). To assess to what extent an individual's personality can be inferred from user…
The challenge of automatic detection of toxic comments online has been the subject of a lot of research recently, but the focus has been mostly on detecting it in individual messages after they have been posted. Some authors have tried to…
In human communication, both verbal and non-verbal cues play a crucial role in conveying emotions, intentions, and meaning beyond words alone. These non-linguistic information, such as facial expressions, eye contact, voice tone, and pitch,…
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…