Related papers: Beyond "How may I help you?": Assisting Customer S…
Proactive dialogue systems, related to a wide range of real-world conversational applications, equip the conversational agent with the capability of leading the conversation direction towards achieving pre-defined targets or fulfilling…
Enterprise conversational AI systems are becoming increasingly popular to assist users in completing daily tasks such as those in marketing and customer management. However, new users often struggle to ask effective questions, especially in…
Voice assistants have recently achieved remarkable commercial success. However, the current generation of these devices is typically capable of only reactive interactions. In other words, interactions have to be initiated by the user, which…
While current chat-based AI assistants primarily operate reactively, responding only when prompted by users, there is significant potential for these systems to proactively assist in tasks without explicit invocation, enabling a…
Customer service chatbots are increasingly expected to serve not merely as reactive support tools for users, but as strategic interfaces for harvesting high-value information and business intelligence. In response, we make three main…
Large language model (LLM)-based agents have demonstrated remarkable capabilities in addressing complex tasks, thereby enabling more advanced information retrieval and supporting deeper, more sophisticated human information-seeking…
Call centers, in which human operators attend clients using textual chat, are very common in modern e-commerce. Training enough skilled operators who are able to provide good service is a challenge. We suggest an algorithm and a method to…
A proactive dialogue system has the ability to proactively lead the conversation. Different from the general chatbots which only react to the user, proactive dialogue systems can be used to achieve some goals, e.g., to recommend some items…
Recent advances in conversational AI have been substantial, but developing real-time systems for perceptual task guidance remains challenging. These systems must provide interactive, proactive assistance based on streaming visual inputs,…
AI enabled chat bots have recently been put to use to answer customer service queries, however it is a common feedback of users that bots lack a personal touch and are often unable to understand the real intent of the user's question. To…
The rise of large language models has opened new avenues for users seeking legal advice. However, users often lack professional legal knowledge, which can lead to questions that omit critical information. This deficiency makes it…
Searching for and making decisions about information is becoming increasingly difficult as the amount of information and number of choices increases. Recommendation systems help users find items of interest of a particular type, such as…
People have information needs of varying complexity, which can be solved by an intelligent agent able to answer questions formulated in a proper way, eventually considering user context and preferences. In a scenario in which the user…
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…
Agents powered by large language models have shown remarkable abilities in solving complex tasks. However, most agent systems remain reactive, limiting their effectiveness in scenarios requiring foresight and autonomous decision-making. In…
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…
Conversational agents have been studied as tools to scaffold planning and self-reflection for productivity and well-being. While prior work has demonstrated positive outcomes, we still lack a clear understanding of what drives these results…
In large-scale cloud service platforms, thousands of customer tickets are generated daily and are typically handled through on-call dialogues. This high volume of on-call interactions imposes a substantial workload on human support…
The rise of personal assistant agents, e.g., OpenClaw, highlights the growing potential of large language models to support users across everyday life and work. A core challenge in these settings is proactive assistance, since users often…
Many AI systems focus solely on providing solutions or explaining outcomes. However, complex tasks like research and strategic thinking often benefit from a more comprehensive approach to augmenting the thinking process rather than…