Related papers: Customer Service Operations: A Gatekeeper Framewor…
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…
Despite recent advances in Artificial Intelligence, the use of chatbot technology in customer service continues to face adoption hurdles. This paper explores reasons for these adoption hurdles and tests several service design levers to…
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…
Conversational systems or chatbots are an example of AI-Infused Applications (AIIA). Chatbots are especially important as they are often the first interaction of clients with a business and are the entry point of a business into the AI…
Business process automation is a booming multi-billion-dollar industry that promises to remove menial tasks from workers' plates -- through the introduction of autonomous agents -- and free up their time and brain power for more creative…
Customer experience plays a critical role for a profitable organisation or company. A satisfied customer for a company corresponds to higher rates of customer retention, and better representation in the market. One way to improve customer…
Providing the best customer experience is one of the primary concerns for the firms that are based online. The advancement of machine learning is revolutionising the company's attitude towards the client through improving the service…
Chatbots are more and more prevalent in commercial and science contexts. They help customers complain about a product or service or support them to find the best travel deals. Other bots provide mental health support or help book medical…
Call centers, in which human operators attend clients using textual chat, are very common in modern e-commerce. Training enough skilled operators who are able to provide good service is a challenge. We suggest an algorithm and a method to…
Customer service is a setting that calls for empathy in live human agent responses. Recent advances have demonstrated how open-domain chatbots can be trained to demonstrate empathy when responding to live human utterances. We show that a…
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…
Customers who reach out for customer service support may face a range of issues that vary in complexity. Routing high-complexity contacts to junior agents can lead to multiple transfers or repeated contacts, while directing low-complexity…
As AI chatbots shift from tools to companions, critical questions arise: who controls the conversation in human-AI chatrooms? This paper explores perceived human and AI agency in sustained conversation. We report a month-long longitudinal…
With the rapid expansion of large language model (LLM) applications, there is an emerging shift in the role of LLM-based AI chatbots from serving merely as general inquiry tools to acting as professional service agents. However, current…
Conversation interfaces (CIs), or chatbots, are a popular form of intelligent agents that engage humans in task-oriented or informal conversation. In this position paper and demonstration, we argue that chatbots working in dynamic…
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…
Cloud computing is an opened and distributed network that guarantees access to a large amount of data and IT infrastructure at several levels (software, hardware...). With the increase demand, handling clients' needs is getting increasingly…
Conversational AI chatbots are transforming industries by streamlining customer service, automating transactions, and enhancing user engagement. However, evaluating these systems remains a challenge, particularly in financial services,…
We report on experiences with implementing conversational agents in the recruitment domain based on a machine learning (ML) system. Recruitment chatbots mediate communication between job-seekers and recruiters by exposing ML data to…
Dialogue systems have many applications such as customer support or question answering. Typically they have been limited to shallow single turn interactions. However more advanced applications such as career coaching or planning a trip…