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Information systems (IS) are widely used in organisations to improve business performance. The steady progression in improving technologies like artificial intelligence (AI) and the need of securing future success of organisations lead to…
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…
Background: It has long been suggested that user feedback, typically written in natural language by end-users, can help issue detection. However, for large-scale online service systems that receive a tremendous amount of feedback, it…
Community based question answering services have arisen as a popular knowledge sharing pattern for netizens. With abundant interactions among users, individuals are capable of obtaining satisfactory information. However, it is not effective…
Large language models (LLMs) have excelled in various applications, yet serving them at scale is challenging due to their substantial resource demands and high latency. Our real-world studies reveal that over 70% of user requests to LLMs…
The e-commerce platform has evolved rapidly due to its widespread popularity and convenience. Developing an e-commerce shopping assistant for customers is crucial to aiding them in quickly finding desired products and recommending precisely…
When deployed, AI agents will encounter problems that are beyond their autonomous problem-solving capabilities. Leveraging human assistance can help agents overcome their inherent limitations and robustly cope with unfamiliar situations. We…
Machine learning (ML) models are increasingly deployed to production, calling for efficient inference serving systems. Efficient inference serving is complicated by two challenges: (i) ML models incur high computational costs, and (ii) the…
A frequent pattern in customer care conversations is the agents responding with appropriate webpage URLs that address users' needs. We study the task of predicting the documents that customer care agents can use to facilitate users' needs.…
In today's world, banks use artificial intelligence to optimize diverse business processes, aiming to improve customer experience. Most of the customer-related tasks can be categorized into two groups: 1) local ones, which focus on a…
Modern e-commerce platforms offer vast product selections, making it difficult for customers to find items that they like and that are relevant to their current session intent. This is why it is key for e-commerce platforms to have near…
Recommender systems are widely used AI applications designed to help users efficiently discover relevant items. The effectiveness of such systems is tied to the satisfaction of both users and providers. However, user satisfaction is complex…
E-commerce platforms are increasingly reliant on recommendation systems to enhance user experience, retain customers, and, in most cases, drive sales. The integration of machine learning methods into these systems has significantly improved…
Recommenders take place on a wide scale of e-commerce systems, reducing the problem of information overload. The most common approach is to choose a recommender used by the system to make predictions. However, users vary from each other;…
Digital assistants have become ubiquitous in e-commerce applications, following the recent advancements in Information Retrieval (IR), Natural Language Processing (NLP) and Generative Artificial Intelligence (AI). However, customers are…
Context: User assistance is generally defined as the guided assistance to a user of a software system in order to help accomplish tasks and enhance user experience. Automated user assistance systems are equipped with online help system that…
Recommender system has become an inseparable part of online shopping and its usability is increasing with the advancement of these e-commerce sites. An effective and efficient recommender system benefits both the seller and the buyer…
Conversational Recommender Systems (CRS) provide personalized services through multi-turn interactions, yet most existing methods overlook users' heterogeneous decision-making styles and knowledge levels, which constrains both accuracy and…
Intelligent Personal Assistants (IPAs) have become widely popular in recent times. Most of the commercial IPAs today support a wide range of skills including Alarms, Reminders, Weather Updates, Music, News, Factual Questioning-Answering,…
E-commerce web applications are almost ubiquitous in our day to day life, however as useful as they are, most of them have little to no adaptation to user needs, which in turn can cause both lower conversion rates as well as unsatisfied…