Related papers: Using Natural Language Processing to Understand Re…

Over the years customers' expectation of getting information instantaneously has given rise to the increased usage of channels like virtual assistants. Typically, customers try to get their questions answered by low-touch channels like…

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…

E-commerce companies deal with a high volume of customer service requests daily. While a simple annotation system is often used to summarize the topics of customer contacts, thoroughly exploring each specific issue can be challenging. This…

Accurately modeling user preferences is vital not only for improving recommendation performance but also for enhancing transparency in recommender systems. Conventional user profiling methods, such as averaging item embeddings, often…

Research on customer satisfaction has increased substantially in recent years. However, the relative importance and relationships between different determinants of satisfaction remains uncertain. Moreover, quantitative studies to date tend…

With large language models (LLMs), conversational search engines shift how users retrieve information from the web by enabling natural conversations to express their search intents over multiple turns. Users' natural conversation embodies…

Question answer generation using Natural Language Processing models is ubiquitous in the world around us. It is used in many use cases such as the building of chat bots, suggestive prompts in google search and also as a way of navigating…

Customer retention is one of the primary goals in the area of customer relationship management. A mass of work exists in which machine learning models or business rules are established to predict churn. However, targeting users at an early…

Artificial intelligence and natural language processing (NLP) are increasingly being used in customer service to interact with users and answer their questions. The goal of this systematic review is to examine existing research on the use…

In this paper, we apply neural networks into digital marketing world for the purpose of better targeting the potential customers. To do so, we model the customer online behaviours using dedicated neural network architectures. Starting from…

Over the past decade, extensive research efforts have been dedicated to the extraction of information from textual process descriptions. Despite the remarkable progress witnessed in natural language processing (NLP), information extraction…

Developing explainability methods for Natural Language Processing (NLP) models is a challenging task, for two main reasons. First, the high dimensionality of the data (large number of tokens) results in low coverage and in turn small…

Today's business ecosystem has become very competitive. Customer satisfaction has become a major focus for business growth. Business organizations are spending a lot of money and human resources on various strategies to understand and…

Average hold time is a concern for call centers because it affects customer satisfaction. Contact centers should instruct their agents to use special on-hold scripts to maintain positive interactions with clients. This study presents a…

In online internet advertising, machine learning models are widely used to compute the likelihood of a user engaging with product related advertisements. However, the performance of traditional machine learning models is often impacted due…

Users issue queries to Search Engines, and try to find the desired information in the results produced. They repeat this process if their information need is not met at the first place. It is crucial to identify the important words in a…

One of the service providers in the financial service sector, who provide premium service to the customers, wanted to harness the power of data analytics as data mining can uncover valuable insights for better decision making. Therefore,…

Conversational modeling is an important task in natural language understanding and machine intelligence. Although previous approaches exist, they are often restricted to specific domains (e.g., booking an airline ticket) and require…

Customers' emotions play a vital role in the service industry. The better frontline personnel understand the customer, the better the service they can provide. As human emotions generate certain (unintentional) bodily reactions, such as…

Explanations in a recommender system assist users in making informed decisions among a set of recommended items. Great research attention has been devoted to generating natural language explanations to depict how the recommendations are…