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Customers are rapidly turning to social media for customer support. While brand agents on these platforms are motivated and well-intentioned to help and engage with customers, their efforts are often ignored if their initial response to the…

The search engine plays a fundamental role in online e-commerce systems, to help users find the products they want from the massive product collections. Relevance is an essential requirement for e-commerce search, since showing products…

In e-commerce, a user tends to search for the desired product by issuing a query to the search engine and examining the retrieved results. If the search engine was successful in correctly understanding the user's query, it will return…

E-commerce agents contribute greatly to helping users complete their e-commerce needs. To promote further research and application of e-commerce agents, benchmarking frameworks are introduced for evaluating LLM agents in the e-commerce…

Conversations are an integral part of online social media, and gaining insights into these conversations is of significant value for many commercial as well as academic use cases. From a computational perspective, however, analyzing…

We are faced with data comprised of entities interacting over time: this can be individuals meeting, customers buying products, machines exchanging packets on the IP network, among others. Capturing the dynamics as well as the structure of…

Recommender systems are one of the most successful applications of machine learning and data science. They are successful in a wide variety of application domains, including e-commerce, media streaming content, email marketing, and…

While liking or upvoting a post on a mobile app is easy to do, replying with a written note is much more difficult, due to both the cognitive load of coming up with a meaningful response as well as the mechanics of entering the text. Here…

Contemporary ways of doing business are heavily dependent on the e-Commerce/e-Business paradigm. The highest priority of an e-Commerce Web site's management is to assure pertinent Quality-of-Service (QoS) levels of their Web services…

Conversational systems can be particularly effective in supporting complex information seeking scenarios with evolving information needs. Finding the right products on an e-commerce platform is one such scenario, where a conversational…

Commercial establishments like restaurants, service centres and retailers have several sources of customer feedback about products and services, most of which need not be as structured as rated reviews provided by services like Yelp, or…

In the last decade, Social Media platforms such as Twitter have gained importance in the various marketing strategies of companies. This work aims to examine the presence of influential content on a textual level, by investigating…

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…

Making use of off-the-shelf resources of resource-rich languages to transfer knowledge for low-resource languages raises much attention recently. The requirements of enabling the model to reach the reliable performance lack well guided,…

Compared to English, the amount of labeled data for Indonesian text classification tasks is very small. Recently developed multilingual language models have shown its ability to create multilingual representations effectively. This paper…

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…

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…

Rapid increase in the volume of sentiment rich social media on the web has resulted in an increased interest among researchers regarding Sentimental Analysis and opinion mining. However, with so much social media available on the web,…

User reviews on e-commerce and review sites are crucial for making purchase decisions, although creating detailed reviews is time-consuming and labor-intensive. In this study, we propose a novel use of dialogue systems to facilitate user…

Conversational recommender systems (CRS) aim to recommend high-quality items to users through interactive conversations. Although several efforts have been made for CRS, two major issues still remain to be solved. First, the conversation…