Related papers: One System to Rule them All: a Universal Intent Re…

Any organization needs to improve their products, services, and processes. In this context, engaging with customers and understanding their journey is essential. Organizations have leveraged various techniques and technologies to support…

Chat interfaces for intelligent tutoring systems (ITSs) enable interactivity and flexibility. However, when students interact with chat interfaces, they expect dialogue-driven navigation from the system and can express frustration and…

Context: User intent modeling is a crucial process in Natural Language Processing that aims to identify the underlying purpose behind a user's request, enabling personalized responses. With a vast array of approaches introduced in the…

We develop a chatbot using Deep Bidirectional Transformer models (BERT) to handle client questions in financial investment customer service. The bot can recognize 381 intents, and decides when to say "I don't know" and escalates…

We propose a new method to detect when users express the intent to leave a service, also known as churn. While previous work focuses solely on social media, we show that this intent can be detected in chatbot conversations. As companies…

Most often, chat-bots are built to solve the purpose of a search engine or a human assistant: Their primary goal is to provide information to the user or help them complete a task. However, these chat-bots are incapable of responding to…

Conversational systems are of primary interest in the AI community. Chatbots are increasingly being deployed to provide round-the-clock support and to increase customer engagement. Many of the commercial bot building frameworks follow a…

Most chatbot literature that focuses on improving the fluency and coherence of a chatbot, is dedicated to making chatbots more human-like. However, very little work delves into what really separates humans from chatbots -- humans…

Humans are increasingly interacting with machines through language, sometimes in contexts where the user may not know they are talking to a machine (like over the phone or a text chatbot). We aim to understand how system designers and…

Open-domain conversational agents or chatbots are becoming increasingly popular in the natural language processing community. One of the challenges is enabling them to converse in an empathetic manner. Current neural response generation…

Customer service chatbots are conversational systems aimed at addressing customer queries, often by directing them to automated workflows. A crucial aspect of this process is the classification of the customer's intent. Presently, most…

The rapidly growing market demand for automatic dialogue agents capable of goal-oriented behavior has caused many tech-industry leaders to invest considerable efforts into task-oriented dialog systems. The success of these systems is highly…

In recent times, a large number of people have been involved in establishing their own businesses. Unlike humans, chatbots can serve multiple customers at a time, are available 24/7 and reply in less than a fraction of a second. Though…

In this paper we explore the use of meta-knowledge embedded in intent identifiers to improve intent recognition in conversational systems. As evidenced by the analysis of thousands of real-world chatbots and in interviews with professional…

Customer service is the lifeblood of any business. Excellent customer service not only generates return business but also creates new customers. Looking at the demanding market to provide a 24/7 service to customers, many organisations are…

We present TruthBot, an all-in-one multilingual conversational chatbot designed for seeking truth (trustworthy and verified information) on specific topics. It helps users to obtain information specific to certain topics, fact-check…

A recent trend in the domain of open-domain conversational agents is enabling them to converse empathetically to emotional prompts. Current approaches either follow an end-to-end approach or condition the responses on similar emotion labels…

Chatbots have become one of the main pathways for the delivery of business automation tools. Multi-agent systems offer a framework for designing chatbots at scale, making it easier to support complex conversations that span across multiple…

While interacting with chatbots, users may elicit multiple intents in a single dialogue utterance. Instead of training a dedicated multi-intent detection model, we propose DialogUSR, a dialogue utterance splitting and reformulation task…

The semantic understanding of natural dialogues composes of several parts. Some of them, like intent classification and entity detection, have a crucial role in deciding the next steps in handling user input. Handling each task as an…