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Applying existing methods to emotional support conversation -- which provides valuable assistance to people who are in need -- has two major limitations: (a) they generally employ a conversation-level emotion label, which is too…

Algorithmic solutions have significant potential to improve decision-making across various domains, from healthcare to e-commerce. However, the widespread adoption of these solutions is hindered by a critical challenge: the lack of…

In this position paper we argue that certain aspects of relevance assessment in the evaluation of IR systems are oversimplified and that human assessments represented by qrels should be augmented to take account of contextual factors and…

Often the hardest job is to get business representatives to look at security as something that makes managing their risks and achieving their objectives easier, with security compliance as just part of that journey. This paper addresses…

In this paper an analysis of a technical support data with the goal of identifying process improvement actions for reducing interrupts is presented. A technical support chat is established and used to provide internal developer support to…

The construction of effective Recommender Systems (RS) is a complex process, mainly due to the nature of RSs which involves large scale software-systems and human interactions. Iterative development processes require deep understanding of a…

Intelligent services are becoming increasingly more pervasive; application developers want to leverage the latest advances in areas such as computer vision to provide new services and products to users, and large technology firms enable…

Electronic health records (EHRs) provide comprehensive patient data which could be better used to enhance informed decision-making, resource allocation, and coordinated care, thereby optimising healthcare delivery. However, in mental…

Classification and patterns extraction from customer data is very important for business support and decision making. Timely identification of newly emerging trends is very important in business process. Large companies are having huge…

Large-scale e-commerce sites can collect and analyze a large number of user preferences and behaviors, and thus can recommend highly trusted products to users. However, it is very difficult for individuals or non-corporate groups to obtain…

Understanding which student support strategies mitigate dropout and improve student retention is an important part of modern higher educational research. One of the largest challenges institutions of higher learning currently face is the…

Since internet technologies have advanced, one of the primary factors in company development is customer happiness. Online platforms have become prominent places for sharing reviews. Twitter is one of these platforms where customers…

Financial inclusion ensures that individuals have access to financial products and services that meet their needs. As a key contributing factor to economic growth and investment opportunity, financial inclusion increases consumer spending…

Accurately predicting the intent of customer support requests is vital for efficient support systems, enabling agents to quickly understand messages and prioritize responses accordingly. While different approaches exist for intent…

The use of machine learning and AI on electronic health records (EHRs) holds substantial potential for clinical insight. However, this approach faces challenges due to data heterogeneity, sparsity, temporal misalignment, and limited labeled…

System administration is a difficult, often tedious, job requiring many skilled laborers. The data that is protected by system administrators is often valued at or above the value of the institution maintaining that data. A number of…

The long-tailed problem is a long-standing challenge in Sequential Recommender Systems (SRS) in which the problem exists in terms of both users and items. While many existing studies address the long-tailed problem in SRS, they only focus…

Stakeholders often struggle to accurately express their requirements due to articulation barriers arising from limited domain knowledge or from cognitive constraints. This can cause misalignment between expressed and intended requirements,…

Advances in user interfaces, pattern recognition, and ubiquitous computing continue to pave the way for better navigation towards our health goals. Quantitative methods which can guide us towards our personal health goals will help us…

In Recommender System (RS), explanations help users understand why items are recommended and can enhance a system's transparency, persuasiveness, engagement, and trust, which are known as explanation goals. However, evaluating the…