Related papers: Utilisation of open intent recognition models for …

Accurately predicting the intent of customer support requests is vital for efficient support systems, enabling agents to quickly understand messages and prioritize responses accordingly. While different approaches exist for intent…

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…

Recognizing customer intent accurately with language models based on customer-agent conversational data is essential in today's digital customer service marketplace, but it is often hindered by the lack of sufficient labeled data. In this…

Understanding the intent behind chat between customers and customer service agents has become a crucial problem nowadays due to an exponential increase in the use of the Internet by people from different cultures and educational…

Intent detection is a key component of modern goal-oriented dialog systems that accomplish a user task by predicting the intent of users' text input. There are three primary challenges in designing robust and accurate intent detection…

User intent understanding is a crucial step in designing both conversational agents and search engines. Detecting or inferring user intent is challenging, since the user utterances or queries can be short, ambiguous, and contextually…

Intention recognition, or the ability to anticipate the actions of another agent, plays a vital role in the design and development of automated assistants that can support humans in their daily tasks. In particular, industrial settings pose…

To effectively express and satisfy network application requirements, intent-based network management has emerged as a promising solution. In intent-based methods, users and applications express their intent in a high-level abstract language…

Google users have different intents from their queries such as acquiring information, buying products, comparing or simulating services, looking for products, and so on. Understanding the right intention of users helps to provide i) better…

In the area of customer support, understanding customers' intents is a crucial step. Machine learning plays a vital role in this type of intent classification. In reality, it is typical to collect confirmation from customer support…

Detecting and identifying user intent from text, both written and spoken, plays an important role in modelling and understand dialogs. Existing research for intent discovery model it as a classification task with a predefined set of known…

Intent recognition aims to identify users' underlying intentions, traditionally focusing on text in natural language processing. With growing demands for natural human-computer interaction, the field has evolved through deep learning and…

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…

The most important goal of customer services is to keep the customer satisfied. However, service resources are always limited and must be prioritized. Therefore, it is important to identify customers who potentially become unsatisfied and…

The rapid growth of e-commerce has led to an overwhelming volume of customer feedback, from product reviews to service interactions. Extracting meaningful insights from this data is crucial for businesses aiming to improve customer…

Smart glasses are emerging as a promising interface between humans and artificial intelligence (AI) agents, enabling first-person perception, contextual awareness, and real-time assistance. However, continuous offloading of visual data from…

When working on digital devices, people often face distractions that can lead to a decline in productivity and efficiency, as well as negative psychological and emotional impacts. To address this challenge, we introduce a novel Artificial…

Agent assistance during human-human customer support spoken interactions requires triggering workflows based on the caller's intent (reason for call). Timeliness of prediction is essential for a good user experience. The goal is for a…

This paper addresses the critical challenge of building consumer trust in AI-powered customer engagement by emphasising the necessity for transparency and accountability. Despite the potential of AI to revolutionise business operations and…

Customer service chatbots are conversational systems designed to provide information to customers about products/services offered by different companies. Particularly, intent recognition is one of the core components in the natural language…