Related papers: Silent Abandonment in Text-Based Contact Centers: …
Agents, language model-based systems capable of reasoning, planning, and acting are widely adopted in real-world tasks, yet how their performance changes as these systems scale across key dimensions remains underexplored. We introduce…
We propose a light-weight client-server model of communication between program analyses. Clients are individual analyses and the server mediates their communication. A client cannot see properties of any other and the communication is…
Our work delves into user behaviour at Electric Vehicle(EV) charging stations during peak times, particularly focusing on how impatience drives balking (not joining queues) and reneging (leaving queues prematurely). We introduce an…
Client-designer alignment is crucial to the success of design projects, yet little research has explored how digital technologies might influence this alignment. To address this gap, this paper presents a three-phase study investigating how…
LLM-based agents increasingly operate in persistent environments where they must store, update, and reason over information across many sessions. While prior benchmarks evaluate only single-entity updates, MEME defines six tasks spanning…
Container orchestration technologies are widely employed in cloud computing, facilitating the co-location of online and offline services on the same infrastructure. Online services demand rapid responsiveness and high availability, whereas…
Agent applications are increasingly adopted to automate workflows across diverse tasks. However, due to the heterogeneous domains they operate in, it is challenging to create a scalable evaluation framework. Prior works each employ their…
We introduce utility-directed procedures for mediating the flow of potentially distracting alerts and communications to computer users. We present models and inference procedures that balance the context-sensitive costs of deferring alerts…
Employee's knowledge is an organization asset. Turnover may impose apparent and hidden costs and irreparable damages. To overcome and mitigate this risk, employee's condition should be monitored. Due to high complexity of analyzing…
Learners regularly abandon online coding tutorials when they get bored or frustrated, but there are few techniques for anticipating this abandonment to intervene. In this paper, we examine the feasibility of predicting abandonment with…
Text-based conversational agents (CAs) are increasingly used in mental health, yet evaluation practices remain fragmented. We conducted a PRISMA-guided systematic review (May-June 2024) across ACM Digital Library, Scopus, and PsycINFO. From…
In this study we propose a method based on e-mail social network analysis to compare the communication behavior of managers who voluntarily quit their job and managers who decide to stay. Collecting 18 months of e-mail, we analyzed the…
How do users behave in online chatrooms, where they instantaneously read and write posts? We analyzed about 2.5 million posts covering various topics in Internet relay channels, and found that user activity patterns follow known power-law…
Multi-agent systems (MAS) based on large language models (LLMs) have demonstrated significant potential in collaborative problem-solving. However, they still face substantial challenges of low communication efficiency and suboptimal task…
Telephone call centers offer a convenient communication channel between businesses and their customers. Efficient management of call centers needs accurate modeling of customer waiting behavior, which contains important information about…
Computational resource constraints on edge devices make it difficult to develop a fully embedded AI companion system with a satisfactory user experience. AI companion and memory systems detailed in existing literature cannot be directly…
Functional fixedness, a cognitive bias that restricts users' interactions with a new system or tool to expected or familiar ways, limits the full potential of Large Language Model (LLM)-enabled chat search, especially in complex and…
Agent memory failures are silent: an LLM-based agent can produce a fluent response even when it fails to extract, retain, or retrieve the information needed across sessions. The write-manage-read loop describes the external pipeline of…
We consider a load balancing system comprised of a fixed number of single server queues, operating under the well-known Join-the-Shortest Queue policy, and where jobs/customers are impatient and abandon if they do not receive service after…
We are exploring the enhancement of models of agent behaviour with more "human-like" decision making strategies than are presently available. Our motivation is to developed with a view to as the decision analysis and support for electric…