Conversational Document Prediction to Assist Customer Care Agents (2020.emnlp-main)
Copied to clipboard
Jatin Ganhotra, Haggai Roitman, Doron Cohen, Nathaniel Mills, Chulaka Gunasekara, Yosi Mass, Sachindra Joshi, Luis Lastras, David Konopnicki
| Challenge: | Using a conversational search system, the agent/system can ask clarification questions and interactively modify the search results as the conversation progresses. |
| Approach: | They propose to use a public dataset to analyze the task of predicting the documents that customer care agents can use to facilitate users’ needs. |
| Outcome: | The proposed model is more efficient than existing models and is more cost-effective than existing ones. |
Similar Papers
Agent Assist through Conversation Analysis (2020.emnlp-demos)
Copied to clipboard
Kshitij Fadnis, Nathaniel Mills, Jatin Ganhotra, Haggai Roitman, Gaurav Pandey, Doron Cohen, Yosi Mass, Shai Erera, Chulaka Gunasekara, Danish Contractor, Siva Patel, Q. Vera Liao, Sachindra Joshi, Luis Lastras, David Konopnicki
| Challenge: | Using conversational approach to information retrieval for agent assistance, customer support agents are a critical part of an organization's customer support team. |
| Approach: | They propose a conversational approach to information retrieval for agent assistance that monitors an evolving conversation and recommends both responses and URLs of documents. |
| Outcome: | The proposed system monitors an evolving conversation and recommends both responses and URLs of documents the agent can use in replies to their client. |
You Sound Like Someone Who Watches Drama Movies: Towards Predicting Movie Preferences from Conversational Interactions (2021.naacl-main)
Copied to clipboard
| Challenge: | Existing methods for conversational recommendation include collaborative filtering, content-based filtering and user reviews. |
| Approach: | They propose to map a conversational user to most similar external reviewers, whose preferences are known, and adapt collaborative filtering techniques to estimate the current user’s preferences for new movies. |
| Outcome: | The proposed method can improve the accuracy of predicting user ratings for new movies by exploiting conversation content and external data. |
Doc2Bot: Accessing Heterogeneous Documents via Conversational Bots (2022.findings-emnlp)
Copied to clipboard
| Challenge: | Documents contain various structures that hinder the ability of machines to comprehend . user information needs are often underspecified, and the nature of heterogeneous documents poses challenges. |
| Approach: | They propose a dataset for building machines that help users seek information via conversations . their dataset contains over 100,000 turns based on Chinese documents from five domains . |
| Outcome: | The proposed tasks are challenging and worthy of further research. |
Neural Conversation Recommendation with Online Interaction Modeling (D19-1)
Copied to clipboard
| Challenge: | Existing models that only use lexical features and ignore past user interactions in online conversations are inadequate to identify and engage in online discussions. |
| Approach: | They propose a framework that automatically recommends conversations based on user's prior conversation behaviors by exploring deep semantic features that measure how a user’s preferences match an ongoing conversation’s context. |
| Outcome: | The proposed model outperforms state-of-the-art models on two large-scale datasets from Twitter and Reddit showing that it incorporates deep semantic features that measure how a user’s preferences match an ongoing conversation’s context. |
Action-Based Conversations Dataset: A Corpus for Building More In-Depth Task-Oriented Dialogue Systems (2021.naacl-main)
Copied to clipboard
| Challenge: | Existing goal-oriented dialogue datasets focus on identifying slots and values, but in reality, customer service agents follow multi-step procedures derived from explicit company policies. |
| Approach: | They propose to use a fully-labeled dataset to study customer service dialogue systems in real-world scenarios. |
| Outcome: | The proposed dataset outperforms existing models but still lacks 50.8% absolute accuracy to reach human-level performance on the dataset. |
Bringing the State-of-the-Art to Customers: A Neural Agent Assistant Framework for Customer Service Support (2022.emnlp-industry)
Copied to clipboard
Stephen Obadinma, Faiza Khan Khattak, Shirley Wang, Tania Sidhorn, Elaine Lau, Sean Robertson, Jingcheng Niu, Winnie Au, Alif Munim, Karthik Raja Kalaiselvi Bhaskar
| Challenge: | Creating agent assistants that can help improve customer service support requires inputs from industry users and their customers as well as knowledge of state-of-the-art natural language processing (NLP) technology. |
| Approach: | They propose to combine expertise from academia and industry to build task/domain-specific Neural Agent Assistants with three high-level components for: (1) Intent Identification, (2) Context Retrieval, and (3) Response Generation. |
| Outcome: | The proposed framework is based on three case studies of industry partners who successfully adapt the framework to their unique challenges. |
Retrieval Based Response Letter Generation For a Customer Care Setting (2022.naacl-industry)
Copied to clipboard
| Challenge: | Letter-like communications are a major means of customer relationship management . despite advances in natural language processing, the task of generating a response is time-consuming . |
| Approach: | They propose a deep-learning based response letter generation framework that uses data augmentation to retrieve knowledge from historical responses and utilize it to generate an appropriate response. |
| Outcome: | The proposed model outperforms baselines by significant margins while producing consistent and informative responses. |
A Dynamic Speaker Model for Conversational Interactions (N19-1)
Copied to clipboard
| Challenge: | a neural model for characterizing individual differences in speakers is shown to be useful in human-computer interaction and dialog act prediction. |
| Approach: | They propose a neural model for learning a dynamically updated speaker embedding in a conversational context. |
| Outcome: | The proposed model is used for content ranking and dialog act prediction in human-human conversations. |
Deploying a Retrieval based Response Model for Task Oriented Dialogues (2022.emnlp-industry)
Copied to clipboard
| Challenge: | a task-oriented dialogue system needs high conversational capability and can be easily adaptable to changing situations. |
| Approach: | They propose a retrieval-based conversational model that can rank a large set of responses . they propose supervised training and fine-tuning on limited data collected through a human-in-the-loop platform . |
| Outcome: | The proposed model can scale to rank a large set of responses in real-world situations. |
Conversation Model Fine-Tuning for Classifying Client Utterances in Counseling Dialogues (N19-1)
Copied to clipboard
| Challenge: | Recent surge of text-based online counseling applications enables us to collect and analyze interactions between counselors and clients. |
| Approach: | They develop a pre-trained conversation model that learns to classify client utterances into categories that help counselors in diagnosing client status and predicting counseling outcome. |
| Outcome: | The proposed model outperforms state-of-the-art comparison models and shows expected linguistic patterns for each category. |