Collaborative Human-Machine Interaction in Mobile Phone Support Centers: A Case Study
K Dent, L Plurkowski, J Maxwell - … of the 1st International Conference on …, 2018 - Springer
K Dent, L Plurkowski, J Maxwell
Intelligent Human Systems Integration: Proceedings of the 1st International …, 2018•SpringerOtto is a call center agent designed to help cell phone and mobile provider customers. It has
the twin goals of automating call center operations while maintaining a high level of
customer satisfaction. It is intended to engage with human users in mixed-initiative dialogs to
answer questions, explain procedures, and help with diagnostic troubleshooting. Within the
domain of mobile devices, it collaborates with customers on specific tasks but maintains a
degree of flexibility and naturalness in the interaction. The development of Otto incorporated …
the twin goals of automating call center operations while maintaining a high level of
customer satisfaction. It is intended to engage with human users in mixed-initiative dialogs to
answer questions, explain procedures, and help with diagnostic troubleshooting. Within the
domain of mobile devices, it collaborates with customers on specific tasks but maintains a
degree of flexibility and naturalness in the interaction. The development of Otto incorporated …
Abstract
Otto is a call center agent designed to help cell phone and mobile provider customers. It has the twin goals of automating call center operations while maintaining a high level of customer satisfaction. It is intended to engage with human users in mixed-initiative dialogs to answer questions, explain procedures, and help with diagnostic troubleshooting. Within the domain of mobile devices, it collaborates with customers on specific tasks but maintains a degree of flexibility and naturalness in the interaction. The development of Otto incorporated aspects of human conversation to improve the quality and likelihood of the success of its interactions.
Springer
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