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Chatbots' growing popularity has brought new challenges to HCI, having changed the patterns of human interactions with computers. The increasing need to approximate conversational interaction styles raises expectations for chatbots to…

Conversational recommender systems (CRS) aim to capture user's current intentions and provide recommendations through real-time multi-turn conversational interactions. As a human-machine interactive system, it is essential for CRS to…

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…

The rise of large language models (LLMs) has revolutionized user interactions with knowledge-based systems, enabling chatbots to synthesize vast amounts of information and assist with complex, exploratory tasks. However, LLM-based chatbots…

The rapid adoption of large language models (LLMs) in customer service introduces new risks, as malicious actors can exploit them to conduct large-scale user impersonation through machine-generated text (MGT). Current MGT detection methods…

As robots become increasingly integrated into everyday environments, intuitive communication paradigms such as natural language and end-user programming have become indispensable for specifying autonomous robot behavior. However, these…

Companies are dealing with many cognitive changes with the introduction of the Industry 4.0 paradigm. In this constantly changing environment, knowledge management is a key factor. Dialog systems, being able to hold a conversation with…

Existing conversational systems are mostly agent-centric, which assumes the user utterances would closely follow the system ontology (for NLU or dialogue state tracking). However, in real-world scenarios, it is highly desirable that the…

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…

Large Language Models (LLMs) are transforming personalized search, recommendations, and customer interaction in e-commerce. Customers increasingly shop across multiple devices, from voice-only assistants to multimodal displays, each…

The integration of Large Language Models (LLMs) into the healthcare domain has the potential to significantly enhance patient care and support through the development of empathetic, patient-facing chatbots. This study investigates an…

With the rapid evolution of Natural Language Processing (NLP), Large Language Models (LLMs) like ChatGPT have emerged as powerful tools capable of transforming various sectors. Their vast knowledge base and dynamic interaction capabilities…

Avaya Conversational Intelligence(ACI) is an end-to-end, cloud-based solution for real-time Spoken Language Understanding for call centers. It combines large vocabulary, real-time speech recognition, transcript refinement, and entity and…

With the renaissance of deep learning, neural networks have achieved promising results on many natural language understanding (NLU) tasks. Even though the source codes of many neural network models are publicly available, there is still a…

Query understanding in Conversational Information Seeking (CIS) involves accurately interpreting user intent through context-aware interactions. This includes resolving ambiguities, refining queries, and adapting to evolving information…

Multilingual intent classification is central to customer-service systems on global logistics platforms, where models must process noisy user queries across languages and hierarchical label spaces. Yet most existing multilingual benchmarks…

Recently, there has been a growing interest in developing AI-enabled chatbot-based symptom checker (CSC) apps in the healthcare market. CSC apps provide potential diagnoses for users and assist them with self-triaging based on Artificial…

Conversational Information Seeking has evolved rapidly in the last few years with the development of Large Language Models providing the basis for interpreting and responding in a naturalistic manner to user requests. iKAT emphasizes the…

With the ever-increasing utilization of natural language processing (NLP), we started to witness over the past few years a significant transformation in our interaction with legal texts. This technology has advanced the analysis and…

We propose a practical approach by integrating Large Language Models (LLMs) with a framework designed to navigate the complexities of Airbnb customer support operations. In this paper, our methodology employs a novel reformatting technique,…