Papers by Zou Changyi
Towards Proactive Information Probing: Customer Service Chatbots Harvesting Value from Conversation (2026.findings-acl)
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| Challenge: | a new technology is transforming customer service chatbots into strategic bridges for business intelligence . a recent study shows that customer service bots are increasingly being used as reactive support tools . |
| Approach: | They propose a task of Proactive Information Probing which optimizes when to probe users for pre-specified information while minimizing conversation turns and user friction. |
| Outcome: | The proposed framework outperforms baselines in both information probing and service quality. |