Related papers: Contact Complexity in Customer Service
Customer service is often the most time-consuming aspect for e-commerce websites, with each contact typically taking 10-15 minutes. Effectively routing customers to appropriate agents without transfers is therefore crucial for e-commerce…
Dialog is a natural modality for interaction between customers and businesses in the service industry. As customers call up the service provider, their interactions may be routine or extraordinary. We believe that these interactions, when…
Explainability of AI models is an important topic that can have a significant impact in all domains and applications from autonomous driving to healthcare. The existing approaches to explainable AI (XAI) are mainly limited to simple machine…
Conversational agents have been gaining increasing popularity in recent years. Influenced by the widespread adoption of task-oriented agents such as Apple Siri and Amazon Alexa, these agents are being deployed into various applications to…
A general notion of information-related complexity applicable to both natural and man-made systems is proposed. The overall approach is to explicitly consider a rational agent performing a certain task with a quantifiable degree of success.…
Teams of interacting and co-operating agents have been proposed as an efficient and robust alternative to monolithic centralized control for carrying out specified tasks in a variety of applications. A number of different team and agent…
The integration of various AI tools creates a complex socio-technical environment where employee-customer interactions form the core of work practices. This study investigates how customer service representatives (CSRs) at the power grid…
Customer service has evolved beyond in-person visits and phone calls to include live chat, AI chatbots and social media, among other contact options. Service providers typically refer to these contact modalities as "channels". Within each…
Leveraging Artificial Intelligence (AI) in decision support systems has disproportionately focused on technological advancements, often overlooking the alignment between algorithmic outputs and human expectations. A human-centered…
Detecting assistance from artificial intelligence is increasingly important as they become ubiquitous across complex tasks such as text generation, medical diagnosis, and autonomous driving. Aid detection is challenging for humans,…
AI enabled chat bots have recently been put to use to answer customer service queries, however it is a common feedback of users that bots lack a personal touch and are often unable to understand the real intent of the user's question. To…
There is currently a rapid increase in the number of challenge problem, benchmarking datasets and algorithmic optimization tests for evaluating AI systems. However, there does not currently exist an objective measure to determine the…
In this study, we explored the progression trajectories of artificial intelligence (AI) systems through the lens of complexity theory. We challenged the conventional linear and exponential projections of AI advancement toward Artificial…
A complex system is made up of many components with many interactions. So the design of systems such as simulation systems, cooperative systems or assistance systems includes a very accurate modelling of interactional and communicational…
With the increased adoption of artificial intelligence (AI) in industry and society, effective human-AI interaction systems are becoming increasingly important. A central challenge in the interaction of humans with AI is the estimation of…
Current AI systems are designed to solve close-world problems with the assumption that the underlying world is remaining more or less the same. However, when dealing with real-world problems such assumptions can be invalid as sudden and…
Decision support systems enhanced by Artificial Intelligence (AI) are increasingly being used in high-stakes scenarios where errors or biased outcomes can have significant consequences. In this work, we explore the conditions under which…
In recent years, the utilization of Artificial Intelligence (AI) in the contact center industry is on the rise. One area where AI can have a significant impact is in the coaching of contact center agents. By analyzing call transcripts using…
In this paper, we introduce the problem of denoting and deriving the complexity of workflows (plans, schedules) in collaborative, planner-assisted settings where humans and agents are trying to jointly solve a task. The interactions -- and…
The utilization of conversational AI systems by leveraging Retrieval Augmented Generation (RAG) techniques to solve customer problems has been on the rise with the rapid progress of Large Language Models (LLMs). However, the absence of a…