Related papers: SmartSales: Sales Script Extraction and Analysis f…
Automated service agents require well-structured workflows to provide consistent and accurate responses to customer queries. However, these workflows are often undocumented, and their automatic extraction from conversations remains…
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…
During live sales calls, customers frequently ask detailed product questions that require representatives to manually search internal databases and CRM systems. This process typically takes 25-65 seconds per query, creating awkward pauses…
In a typical customer service chat scenario, customers contact a support center to ask for help or raise complaints, and human agents try to solve the issues. In most cases, at the end of the conversation, agents are asked to write a short…
The text generated by large language models is commonly controlled by prompting, where a prompt prepended to a user's query guides the model's output. The prompts used by companies to guide their models are often treated as secrets, to be…
Conversational Recommender Systems (CRSs)aim to engage users in dialogue to provide tailored recommendations. While traditional CRSs focus on eliciting preferences and retrieving items, real-world e-commerce interactions involve more…
Dialogue summarization has drawn much attention recently. Especially in the customer service domain, agents could use dialogue summaries to help boost their works by quickly knowing customer's issues and service progress. These applications…
Timely and comprehensive understanding of emerging events is crucial for effective decision-making; automating situation report generation can significantly reduce the time, effort, and cost for intelligence analysts. In this work, we…
Structured product data in the form of attribute/value pairs is the foundation of many e-commerce applications such as faceted product search, product comparison, and product recommendation. Product offers often only contain textual…
Frequently asked questions (FAQs) are a popular way to document software development knowledge. As creating such documents is expensive, this paper presents an approach for automatically extracting FAQs from sources of software development…
There has been a growing effort to replace manual extraction of data from research papers with automated data extraction based on natural language processing, language models, and recently, large language models (LLMs). Although these…
In the past decade, automatic product description generation for e-commerce have witnessed significant advancement. As the services provided by e-commerce platforms become diverse, it is necessary to dynamically adapt the patterns of…
Withthegrowthofknowledgegraphs, entity descriptions are becoming extremely lengthy. Entity summarization task, aiming to generate diverse, comprehensive, and representative summaries for entities, has received increasing interest recently.…
Summarizing sales calls is a routine task performed manually by salespeople. We present a production system which combines generative models fine-tuned for customer-agent setting, with a human-in-the-loop user experience for an interactive…
User attributes provide rich and useful information for user understanding, yet structured and easy-to-use attributes are often sparsely populated. In this paper, we leverage dialogues with conversational agents, which contain strong…
Transcriptions of phone calls are of significant value across diverse fields, such as sales, customer service, healthcare, and law enforcement. Nevertheless, the analysis of these recorded conversations can be an arduous and time-intensive…
Despite growing interest in applications based on natural customer support conversations, there exist remarkably few publicly available datasets that reflect the expected characteristics of conversations in these settings. Existing…
The efficiency of natural language processing has improved dramatically with the advent of machine learning models, particularly neural network-based solutions. However, some tasks are still challenging, especially when considering specific…
Recently emerged intelligent assistants on smartphones and home electronics (e.g., Siri and Alexa) can be seen as novel hybrids of domain-specific task-oriented spoken dialogue systems and open-domain non-task-oriented ones. To realize such…
Recent advances in language and speech modelling have made it possible to build autonomous voice assistants that understand and generate human dialogue in real time. These systems are increasingly being deployed in domains such as customer…