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We study the problem of providing recommended responses to customer service agents in live-chat dialogue systems. Smart-reply systems have been widely applied in real-world applications (e.g. Gmail, LinkedIn Messaging), where most of them…
In the era of digital transformation, customer service is of paramount importance to the success of organizations, and to meet the growing demand for immediate responses and personalized assistance 24 hours a day, chatbots have become a…
We argue that accountability mechanisms are needed in human-AI agent relationships to ensure alignment with user and societal interests. We propose a framework according to which AI agents' engagement is conditional on appropriate user…
Towards conversational agents that are capable of handling more complex questions on contractual conditions, formalizing contract statements in a machine readable way is crucial. However, constructing a formal model which captures the full…
Language model agents are poised to mediate how people navigate and act online. If the companies that already dominate internet search, communication, and commerce -- or the firms trying to unseat them -- control these agents, the resulting…
We define the Streaming Communication model that combines the main aspects of communication complexity and streaming. We consider two agents that want to compute some function that depends on inputs that are distributed to each agent. The…
The current evolution of artificial intelligence introduces a paradigm shift toward agentic AI built upon multi-agent systems (MAS). Agent communications serve as a key to effective agent interactions in MAS and thus have a significant…
Conversational agents, such as chatbots and virtual assistants, have become essential in software development, boosting productivity, collaboration, and automating various tasks. This paper examines the role of adaptive AI-powered…
A conversational agent (chatbot) is a piece of software that is able to communicate with humans using natural language. Modeling conversation is an important task in natural language processing and artificial intelligence. While chatbots…
Agent-based modelling and simulation offers a new and exciting way of understanding the world of work. In this paper we describe the development of an agent-based simulation model, designed to help to understand the relationship between…
The rise of Multi-Agent Systems (MAS) in Artificial Intelligence (AI), especially integrated with Large Language Models (LLMs), has greatly facilitated the resolution of complex tasks. However, current systems are still facing challenges of…
We explore the potential for productive team-based collaboration between humans and Artificial Intelligence (AI) by presenting and conducting initial tests with a general framework that enables multiple human and AI agents to work together…
Over the last years, there has been a change of perspective concerning the management of information systems, since they are no longer isolated and need to communicate with others. However, from a semantic point of view, real communication…
Chatbot has become an important solution to rapidly increasing customer care demands on social media in recent years. However, current work on chatbot for customer care ignores a key to impact user experience - tones. In this work, we…
A key operational challenge for call centers is to decide, in real time, which waiting customer should be served by which available agent. This is known as skill-based routing, and the decision becomes especially difficult in large systems…
Despite growing recognition that responsible AI requires domain knowledge, current work on conversational AI primarily draws on clinical expertise that prioritises diagnosis and intervention. However, much of everyday emotional support…
In this chapter, we provide a review of conversational agents (CAs), discussing chatbots, intended for casual conversation with a user, as well as task-oriented agents that generally engage in discussions intended to reach one or several…
AI agents plan and execute interactions in open-ended environments. For example, OpenAI's Operator can use a web browser to do product comparisons and buy online goods. Much research on making agents useful and safe focuses on directly…
Since the advent of chatbots in the commercial sector, they have been widely employed in the customer service department. Typically, these commercial chatbots are retrieval-based, so they are unable to respond to queries absent in the…
Domain specific chatbot applications often involve multi step interactions, such as refining search filters, selecting multiple items, or performing comparisons. Traditional graphical user interfaces (GUIs) handle these workflows by…