Papers with E-commerce platforms
Using Customer Service Dialogues for Satisfaction Analysis with Context-Assisted Multiple Instance Learning (D19-1)
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Kaisong Song, Lidong Bing, Wei Gao, Jun Lin, Lujun Zhao, Jiancheng Wang, Changlong Sun, Xiaozhong Liu, Qiong Zhang
| Challenge: | Existing studies fail to provide comprehensive service satisfaction analysis . Existing models fail to include satisfaction polarity classification and sentimental utterance identification . |
| Approach: | They propose a model that predicts customer sentiments and aggregates them into service satisfaction polarity. |
| Outcome: | The proposed model predicts customer sentiments and aggregates them into service satisfaction polarity and reasoning clues. |
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. |
MIND: Multimodal Shopping Intention Distillation from Large Vision-language Models for E-commerce Purchase Understanding (2024.emnlp-main)
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Baixuan Xu, Weiqi Wang, Haochen Shi, Wenxuan Ding, Huihao Jing, Tianqing Fang, Jiaxin Bai, Xin Liu, Changlong Yu, Zheng Li, Chen Luo, Qingyu Yin, Bing Yin, Long Chen, Yangqiu Song
| Challenge: | Existing methods for acquiring large-scale intentions generate product-centric intentions without product images and incur high costs for scalability. |
| Approach: | They propose a multimodal framework that allows Large Vision-Language Models to infer purchase intentions from multimodal product metadata and prioritize human-centric ones. |
| Outcome: | The proposed framework shows that it is robust to different prompts and superior to previous methods. |
Product Question Answering in E-Commerce: A Survey (2023.acl-long)
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| Challenge: | Product question answering (PQA) aims to automatically provide instant responses to customer’s questions in E-commerce platforms. |
| Approach: | They categorize PQA studies into four problem settings in terms of the form of provided answers. |
| Outcome: | The proposed methods capture the unique challenges of product question answering (PQA) . |