Chatbots are intelligent conversational agents that can interact with users through natural
languages. As chatbots can perform a variety of tasks, many companies have committed …

Chatbots or Conversational agents are the next significant technological leap in the field of
conversational services, that is, enabling a device to communicate with a user upon …

This study proposes an intelligent knowledge-based conversational agent system
architecture to support customer services in e-commerce sales and marketing. A pilot …

The field of business shows an increasing interest in exploring conversational agents to
improve service quality and market competitiveness. Furthermore, the advances in machine …

Digital Assistants (DA) such as Amazon Alexa, Siri, or Google Assistant are now gaining
great diffusion, since they allow users to execute a wide range of actions through messages …

As one specific type of chatbot, Intelligent Customer Service Bot (ICSB) satisfies users by
providing uninterrupted customer service and reducing response time. However, users still …

To reduce service staff's burden in customer servicing and improve the performance of
automatic service recovery, we propose an emotion-regulatory chatbot for service recovery …

The paper deals with the analysis of conversation transcriptions between customers and
agents in a call center of a customer care service. The objective is to support the analysis of …

With the support of advanced hardware and software technology, Artificial Intelligence (AI)
techniques, especially the increasing number of deep learning algorithms, have spawned …

This paper focuses on the automatic analysis of conversation transcriptions in the call center
of a customer care service. The goal is to recognize topics related to problems and …