Related papers: Contact Complexity in Customer Service
Since Artificial Intelligence (AI) software uses techniques like deep lookahead search and stochastic optimization of huge neural networks to fit mammoth datasets, it often results in complex behavior that is difficult for people to…
AI systems are becoming increasingly complex, ubiquitous and autonomous, leading to increasing concerns about their impacts on individuals and society. In response, researchers have begun investigating how to ensure that the methods…
Network or graph structures are ubiquitous in the study of complex systems. Often, we are interested in complexity trends of these system as it evolves under some dynamic. An example might be looking at the complexity of a food web as…
Can Large Language Models (AI agents) aggregate dispersed private information through trading and reason about the knowledge of others by observing price movements? We conduct a controlled experiment where AI agents trade in a prediction…
This paper develops a unified framework for evaluating the optimal degree of task automation. Moving beyond binary automate-or-not assessments, we model automation intensity as a continuous choice in which firms minimize costs by selecting…
Recent works have recognized the need for human-centered perspectives when designing and evaluating human-AI interactions and explainable AI methods. Yet, current approaches fall short at intercepting and managing unexpected user behavior…
Selectivity estimation - the problem of estimating the result size of queries - is a fundamental problem in databases. Accurate estimation of query selectivity involving multiple correlated attributes is especially challenging. Poor…
Customer service automation is undergoing a structural transformation. The dominant paradigm is shifting from scripted chatbots and single-agent responders toward networks of specialised AI agents that compose capabilities dynamically…
Conversational AI systems combine AI-based solutions with the flexibility of conversational interfaces. However, most existing testing solutions do not straightforwardly adapt to the characteristics of conversational interaction or to the…
We introduce a method for analyzing the complexity of natural language processing tasks, and for predicting the difficulty new NLP tasks. Our complexity measures are derived from the Kolmogorov complexity of a class of automata --- {\it…
Chatbots and AI assistants have claimed their importance in today life. The main reason behind adopting this technology is to connect with the user, understand their requirements, and fulfill them. This has been achieved but at the cost of…
How can we design AI tools that effectively support human decision-making by complementing and enhancing users' reasoning processes? Common recommendation-centric approaches face challenges such as inappropriate reliance or a lack of…
High-stakes applications require AI-generated models to be interpretable. Current algorithms for the synthesis of potentially interpretable models rely on objectives or regularization terms that represent interpretability only coarsely…
Answering complex questions is a time-consuming activity for humans that requires reasoning and integration of information. Recent work on reading comprehension made headway in answering simple questions, but tackling complex questions is…
Trust in AI agents has been extensively studied in the literature, resulting in significant advancements in our understanding of this field. However, the rapid advancements in Large Language Models (LLMs) and the emergence of LLM-based AI…
AI agents are being developed to support high stakes decision-making processes from driving cars to prescribing drugs, making it increasingly important for human users to understand their behavior. Policy summarization methods aim to convey…
Customer Service Management is one of major business activities to better serve company customers through the introduction of reliable processes and procedures. Today this kind of activities is implemented through e-services to directly…
Stuttering is a complex disorder that requires specialized expertise for effective assessment and treatment. This paper presents an effort to enhance the FluencyBank dataset with a new stuttering annotation scheme based on established…
Conversational AI systems are becoming famous in day to day lives. In this paper, we are trying to address the following key question: To identify whether design, as well as development efforts for search oriented conversational AI are…
In today's digital society, personalization has become a crucial aspect of software applications, significantly impacting user experience and engagement. A new wave of intelligent user interfaces, such as AI-based conversational agents, has…