Related papers: Positivity Bias in Customer Satisfaction Ratings
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…
With the development of e-commerce, many products are now being sold worldwide, and manufacturers are eager to obtain a better understanding of customer behavior in various regions. To achieve this goal, most previous efforts have focused…
With the recent rise of #MeToo, an increasing number of personal stories about sexual harassment and sexual abuse have been shared online. In order to push forward the fight against such harassment and abuse, we present the task of…
Users often need to look through multiple search result pages or reformulate queries when they have complex information-seeking needs. Conversational search systems make it possible to improve user satisfaction by asking questions to…
The popularization of the internet created a revitalized digital media. With monetization driven by clicks, journalists have reprioritized their content for the highly competitive atmosphere of online news. The resulting negativity bias is…
In todays digital landscape, end-user feedback plays a crucial role in the evolution of software applications, particularly in addressing issues that hinder user experience. While much research has focused on high-rated applications,…
How might we design Reinforcement Learning (RL)-based recommenders that encourage aligning user trajectories with the underlying user satisfaction? Three research questions are key: (1) measuring user satisfaction, (2) combatting sparsity…
Recommendation systems are pervasive in the digital economy. An important assumption in many deployed systems is that user consumption reflects user preferences in a static sense: users consume the content they like with no other…
Common machine learning settings range from supervised tasks, where accurately labeled data is accessible, through semi-supervised and weakly-supervised tasks, where target labels are scant or noisy, to unsupervised tasks where labels are…
Implicit bias can impede patient-provider interactions and lead to inequities in care. Raising awareness is key to reducing such bias, but its manifestations in the social dynamics of patient-provider communication are difficult to detect.…
Web search heavily relies on click-through behavior as an essential feedback signal for performance improvement and evaluation. Traditionally, click is usually treated as a positive implicit feedback signal of relevance or usefulness, while…
The availability of mobile technologies has enabled the efficient collection prospective longitudinal, ecologically valid self-reported mood data from psychiatric patients. These data streams have potential for improving the efficiency and…
Software developers have heavily used online question and answer platforms to seek help to solve their technical problems. However, a major problem with these technical Q&A sites is "answer hungriness" i.e., a large number of questions…
Mobile quality of experience and user satisfaction are growing research topics. However, the relationship between a user's satisfaction with network quality and the networks real performance in the field remains unexplored. This paper is…
In emotionally supportive conversations, well-intended positivity can sometimes misfire, leading to responses that feel dismissive, minimizing, or unrealistically optimistic. We examine this phenomenon of incongruent positivity as…
User reviews contain rich semantics towards the preference of users to features of items. Recently, many deep learning based solutions have been proposed by exploiting reviews for recommendation. The attention mechanism is mainly adopted in…
Given the increasing popularity of customer service dialogue on Twitter, analysis of conversation data is essential to understand trends in customer and agent behavior for the purpose of automating customer service interactions. In this…
Customer service is a setting that calls for empathy in live human agent responses. Recent advances have demonstrated how open-domain chatbots can be trained to demonstrate empathy when responding to live human utterances. We show that a…
As AI chatbots become ubiquitous, voice interaction presents a compelling way to enable rapid, high-bandwidth communication for both semantic and social signals. This has driven research into Large Audio Models (LAMs) to power voice-native…
Modeling and prediction of review helpfulness has become more predominant due to proliferation of e-commerce websites and online shops. Since the functionality of a product cannot be tested before buying, people often rely on different…