相关论文: ICS-Assist: Intelligent Customer Inquiry Resolutio…
It is time-saving to build a reading assistant for customer service representations (CSRs) when reading user manuals, especially information-rich ones. Current solutions don't fit the online custom service scenarios well due to the lack of…
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…
We present AliMe Assist, an intelligent assistant designed for creating an innovative online shopping experience in E-commerce. Based on question answering (QA), AliMe Assist offers assistance service, customer service, and chatting…
Rapid expansion of online business has engulfed the GCC region. Such expansion causes competition among business entities, causing the need to identify the factors that the customers use to choose a suitable mobile business application.…
In this paper, our aim is to propose a model that helps in the efficient use of an information system by users, within the organization represented by the IS, in order to resolve their decisional problems. In other words we want to aid the…
A success factor for modern companies in the age of Digital Marketing is to understand how customers think and behave based on their online shopping patterns. While the conventional method of gathering consumer insights through…
Despite the growth of e-commerce, brick-and-mortar stores are still the preferred destinations for many people. In this paper, we present ISA, a mobile-based intelligent shopping assistant that is designed to improve shopping experience in…
In recent years, the e-commerce industry has seen a rapid increase in the demand for advanced AI-driven customer service solutions. Traditional cloud-based models face limitations in terms of latency, personalized services, and privacy…
Evaluation of intelligent assistants in large-scale and online settings remains an open challenge. User behavior-based online evaluation metrics have demonstrated great effectiveness for monitoring large-scale web search and recommender…
Customer service is often the most time-consuming aspect for e-commerce websites, with each contact typically taking 10-15 minutes. Effectively routing customers to appropriate agents without transfers is therefore crucial for e-commerce…
The rise of large language models has opened new avenues for users seeking legal advice. However, users often lack professional legal knowledge, which can lead to questions that omit critical information. This deficiency makes it…
AI-enabled decision-support systems aim to help medical providers rapidly make decisions with limited information during medical emergencies. A critical challenge in developing these systems is supporting providers in interpreting the…
In this short paper, we present early insights from a Decision Support System for Customer Support Agents (CSAs) serving customers of a leading accounting software. The system is under development and is designed to provide suggestions to…
The majority of existing recommender systems rely on user ratings, which are limited by the lack of user collaboration and the sparsity problem. To address these issues, this study proposes a behavior-based recommender system that leverages…
Recent advancement in web services plays an important role in business to business and business to consumer interaction. Discovery mechanism is not only used to find a suitable service but also provides collaboration between service…
Semantically connecting users and items is a fundamental problem for the matching stage of an industrial recommender system. Recent advances in this topic are based on multi-channel retrieval to efficiently measure users' interest on items…
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 current competitive environment, it is crucial for manufacturers to make the best decisions in the shortest time, in order to optimize the efficiency and effectiveness of the manufacturing systems. These decisions reach from the…
The performance of employees in an organization is a very important issue for effective delivery and output. Various performance management systems with the aid of Information and Communication Technology (ICT) are currently being used by…
Effective customer support requires not only accurate problem solving but also structured and empathetic communication aligned with professional standards. However, existing dialogue datasets often lack strategic guidance, and real-world…