Conversational information seeking (CIS) is concerned with a sequence of interactions
between one or more users and an information system. Interactions in CIS are primarily …

One of the most crucial problem on training personalized response generation models for
conversational robots is the lack of large scale personal conversation data. To address the …

We propose an automated triage design for intelligent customer routing in live‐chat contact
centers and demonstrate its implementation using a real‐world data set from an S&P 500 …

This study investigates factors influencing live customer support chat services in Kuwait. Live
Customer Support Chat represents a newly implemented type of customer service in E …

Online shopping has progressed from having consumers passively browse through the
webpages of online stores to having them proactively engage in communication dialogues …

Chatbots have become an important part of the financial services ecosystem. To
accommodate their rise, many financial firms have turned to button-input interfaces that …

Human-coding reliant conversation analysis methods are ineffective when analyzing large
volumes of data. In this paper, we propose a text analytics framework for automated …

Customer service is an important competitive lever for the modern firm. At the same time, the
continuous evolution and performance improvements in information technology (IT) …

Chat tools are changing the way companies engage with customers. On the one hand, these
tools have tremendous benefits. They can provide an excellent experience for customers …

Live chat, which is embedded in some shopping websites, allows a retailer to communicate
with its shoppers directly and respond to their inquiries promptly. We extended the Speech …