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Individual business processes have been changing since the Internet was created, and they are now oriented towards a more distributed and collaborative business model, in an e-commerce environment that adapts itself to the competitive and…
Bots are software systems designed to support users by automating a specific process, task, or activity. When such systems implement a conversational component to interact with the users, they are also known as conversational agents. Bots,…
The rapid rise of AI agents presents urgent challenges in authentication, authorization, and identity management. Current agent-centric protocols (like MCP) highlight the demand for clarified best practices in authentication and…
This paper develops a control-theoretic framework for analyzing agentic systems embedded within feedback control loops, where an AI agent may adapt controller parameters, select among control strategies, invoke external tools, reconfigure…
In the midst of the growing integration of Artificial Intelligence (AI) into various aspects of our lives, agents are experiencing a resurgence. These autonomous programs that act on behalf of humans are neither new nor exclusive to the…
The prospect of combining human operators and virtual agents (bots) into an effective hybrid system that provides proper customer service to clients is promising yet challenging. The hybrid system decreases the customers' frustration when…
Remarkable advancements in modern generative foundation models have enabled the development of sophisticated and highly capable autonomous agents that can observe their environment, invoke tools, and communicate with other agents to solve…
AI agents that take actions in their environment autonomously over extended time horizons require robust governance interventions to curb their potentially consequential risks. Prior proposals for governing AI agents primarily target…
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…
The rapid development of large language models (LLMs) has led to the widespread deployment of LLM agents across diverse industries, including customer service, content generation, data analysis, and even healthcare. However, as more LLM…
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…
The present paper surveys neural approaches to conversational AI that have been developed in the last few years. We group conversational systems into three categories: (1) question answering agents, (2) task-oriented dialogue agents, and…
Generating complex multi-turn goal-oriented dialogue agents is a difficult problem that has seen a considerable focus from many leaders in the tech industry, including IBM, Google, Amazon, and Microsoft. This is in large part due to the…
With the development of online business, customer service agents gradually play a crucial role as an interface between the companies and their customers. Most companies spend a lot of time and effort on hiring and training customer service…
AI agents are assuming active roles in Continuous Integration and Continuous Deployment (CI/CD) workflows, yet the research community lacks a shared vocabulary for describing what it means for CI/CD to be agentic, how much decision…
Textual conversational agent or chatbots' development gather tremendous traction from both academia and industries in recent years. Nowadays, chatbots are widely used as an agent to communicate with a human in some services such as booking…
AI systems have long been expected to interact with users, answering questions, generating content, and continuing (social) conversations. Agentic AI, however, breaks from this expectation, as its primary objective is workflow execution on…
Banks receive millions of reports of fraud, scams, and disputed transactions every year, making it challenging to accurately direct customers to the appropriate specialist teams for assistance. The existing manual process driven by humans…
Software systems have traditionally been designed for human interaction, emphasizing graphical user interfaces, usability, and cognitive alignment with end users. However, recent advances in large language model (LLM)-based agents are…
Current AI approaches have frequently been used to help personalize many aspects of medical experiences and tailor them to a specific individuals' needs. However, while such systems consider medically-relevant information, they ignore…