Contact centre systems are increasingly using intelligent voicebots and chatbots. These
solutions are constantly evolving and improving. One of the main tasks of a virtual assistant …

Nowadays, one of the important aspects of research on call/contact centre (CC) systems is
how to automate their operations. Process automation is influenced by the continuous …

Customer support is perhaps one of the main aspects of the user experience for online
services. However with the rise of natural language processing techniques, the industry is …

In this paper we propose an approach to a chatbot software that is able to learn from
interaction via text messaging between human-bot and bot-bot. The bot listens to a user and …

Nowadays, there is a significant evolution in the simulation of conversations with humans
through chats. These chatbots provide an improvement in organizational efficiency and …

Nowadays, one of the key areas of research on contact centre systems is their automation.
The main element that influences the possibility of automation of contact centre processes is …

This paper describes a prototype system for partial automation of customer service
operations of a mobile telecommunications operator with a human-in-the loop …

This article shares insights gathered from the design and implementation of an SMS chatbot-
based virtual assistant to hotel guests in London. The author discusses challenges and first …

Over the past few years, virtual assistant solutions used in Contact Center systems are
gaining popularity. One of the main tasks of the virtual assistant is to recognize the intentions …

BACKGROUND Contact centers can provide numerous services to custom ers. The
customers expect all contact center services to be provided efficiently and correctly. If there …