Papers by Liangqing Wu
Tracking Satisfaction States for Customer Satisfaction Prediction in E-commerce Service Chatbots (2022.coling-1)
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| Challenge: | Existing models for customer satisfaction prediction (CSP) focus on analyzing subjective customer satisfaction in conversational service, but they are hard to represent the important dynamic satisfaction states throughout the customer journey. |
| Approach: | They propose a model to track customer satisfaction in chatbots using a dialogue-level classification module to represent the dynamic satisfaction states at each turn. |
| Outcome: | The proposed model outperforms baselines and shows that it significantly outperformed multiple baselines. |