Customer Service

Customer service research focuses on improving efficiency and customer experience through technological advancements. Current efforts concentrate on developing and evaluating AI-powered solutions, such as chatbots utilizing architectures like BERT, LSTM, GPT, and reinforcement learning algorithms (DQN, DDQN), to automate tasks and enhance interactions. These models are being rigorously tested and refined using various metrics, including those assessing dialogue quality, emotion recognition, and task completion efficiency. The ultimate goal is to create more effective and personalized customer service systems, impacting both business operations and the customer journey.

Papers

September 5, 2023

Dual Adversarial Alignment for Realistic Support-Query Shift Few-shot Learning
Siyang Jiang, Rui Fang, Hsi-Wen Chen, Wei Ding, Ming-Syan Chen
Shot Learning Customer Service Adversarial Alignment Adversarial Feature Alignment

August 6, 2023

"We care": Improving Code Mixed Speech Emotion Recognition in Customer-Care Conversations
N V S Abhishek, Pushpak Bhattacharyya
Emotion Recognition Speech Emotion Recognition Customer Service Emotional Speech Speech Emotion

July 31, 2023

Utilisation of open intent recognition models for customer support intent detection
Rasheed Mohammad, Oliver Favell, Shariq Shah, Emmett Cooper, Edlira Vakaj
Knowledge Transfer Greater Public Use Intent Detection Customer Service

July 28, 2023

Towards a Fully Unsupervised Framework for Intent Induction in Customer Support Dialogues
Rita Costa, Bruno Martins, Sérgio Viana, Luisa Coheur
Unsupervised Learning Dialogue Utterance Intent Detection Customer Service Dialogue Scenario Dialogue Corpus

July 27, 2023

LLMediator: GPT-4 Assisted Online Dispute Resolution
Hannes Westermann, Jaromir Savelka, Karim Benyekhlef
Customer Service Low Priority Agent Negotiation Observed Mediator

June 30, 2023

Designing strong baselines for ternary neural network quantization through support and mass equalization
Edouard Yvinec, Arnaud Dapogny, Kevin Bailly
Customer Service Strong Baseline Quantization Aware Training Quantization Error Ternary Neural Network Ternary Quantization Equalization Great

May 29, 2023

Writing user personas with Large Language Models: Testing phase 6 of a Thematic Analysis of semi-structured interviews
Stefano De Paoli
Level Test Customer Service Diverse Persona Thematic Analysis Semi Structured Interview User Persona

May 23, 2023

CALLS: Japanese Empathetic Dialogue Speech Corpus of Complaint Handling and Attentive Listening in Customer Center
Yuki Saito, Eiji Iimori, Shinnosuke Takamichi, Kentaro Tachibana, Hiroshi Saruwatari
Synthesized Speech Customer Service Empathetic Dialogue Business Call Corpus Creation Japanese Corpus

May 18, 2023

Support for Stock Trend Prediction Using Transformers and Sentiment Analysis
Harsimrat Kaeley, Ye Qiao, Nader Bagherzadeh
Transformer Megatron Decepticons Sentiment Analysis Recurrent Neural Network Customer Service Stock Price Prediction Technical Indicator Trend Prediction

May 17, 2023

River of No Return: Graph Percolation Embeddings for Efficient Knowledge Graph Reasoning
Kai Wang, Siqiang Luo, Dan Lin
Graph Neural Network Knowledge Graph Customer Service Graph Embeddings Knowledge Graph Reasoning River Sandbank

May 15, 2023

Robust Auction Design with Support Information
Jerry Anunrojwong, Santiago R. Balseiro, Omar Besbes
Customer Service Valuation Model Optimal Mechanism Price Auction Auction Design

May 9, 2023

Learning Personalized Page Content Ranking Using Customer Representation
Xin Shen, Yan Zhao, Sujan Perera, Yujia Liu, Jinyun Yan, Mitchell Goodman
Movie Recommendation Customer Service Bandit Algorithm Causal Bandit Customer Behavior

April 3, 2023

Evolving Artificial Neural Networks To Imitate Human Behaviour In Shinobi III : Return of the Ninja Master
Maximilien Le Clei
Neural Network Stochastic Gradient Descent Evolutionary Algorithm Customer Service Human Behavior Dynamic Neural Network AI Paradigm

March 23, 2023

Return of the RNN: Residual Recurrent Networks for Invertible Sentence Embeddings
Jeremy Wilkerson
Sentence Embeddings Customer Service Neural Machine Translation Model \Sigma}{\Delta}$ Low Pas RNN Unsupervised Representation Residual Recurrent Network

March 14, 2023

Continuous Risk Measures for Driving Support
Julian Eggert, Tim Puphal
Intersection Scenario Customer Service Collision Risk Risk Model

March 8, 2023

Extending the Pre-Training of BLOOM for Improved Support of Traditional Chinese: Models, Methods and Results
Philipp Ennen, Po-Chun Hsu, Chan-Jan Hsu, Chang-Le Liu, Yen-Chen Wu, Yin-Hsiang Liao, Chin-Tung Lin, Da-Shan Shiu, Wei-Yun Ma
NCD Method Pre Training Chinese Character Customer Service Chinese Benchmark Open Science Open Access Multilingual

March 7, 2023

Diminishing Return of Value Expansion Methods in Model-Based Reinforcement Learning
Daniel Palenicek, Michael Lutter, Joao Carvalho, Jan Peters
Model Based Reinforcement Learning Value Function Customer Service Value Expansion

February 27, 2023

A Dataset for Learning Graph Representations to Predict Customer Returns in Fashion Retail
Jamie McGowan, Elizabeth Guest, Ziyang Yan, Cong Zheng, Neha Patel, Mason Cusack, Charlie Donaldson, Sofie de Cnudde, Gabriel Facini, Fabon Dzogang
Graph Neural Network Data Set Graph Representation Learning Graph Representation Customer Service Novel Dataset Downstream Classification

February 10, 2023

Support Generation for Robot-Assisted 3D Printing with Curved Layers
Tianyu Zhang, Yuming Huang, Piotr Kukulski, Neelotpal Dutta, Guoxin Fang, Charlie C. L. Wang
Customer Service Convex Set Metal Additive Manufacturing Skeleton Based

February 9, 2023

Explaining with Greater Support: Weighted Column Sampling Optimization for q-Consistent Summary-Explanations
Chen Peng, Zhengqi Dai, Guangping Xia, Yajie Niu, Yihui Lei
High Explainability Customer Service Abstractive Summary Weighted Sampling Rule Based Explanation Extrapolation Performance

Customer Service

Papers

Dual Adversarial Alignment for Realistic Support-Query Shift Few-shot Learning

"We care": Improving Code Mixed Speech Emotion Recognition in Customer-Care Conversations

Utilisation of open intent recognition models for customer support intent detection

Towards a Fully Unsupervised Framework for Intent Induction in Customer Support Dialogues

LLMediator: GPT-4 Assisted Online Dispute Resolution

Designing strong baselines for ternary neural network quantization through support and mass equalization

Writing user personas with Large Language Models: Testing phase 6 of a Thematic Analysis of semi-structured interviews

CALLS: Japanese Empathetic Dialogue Speech Corpus of Complaint Handling and Attentive Listening in Customer Center

Support for Stock Trend Prediction Using Transformers and Sentiment Analysis

River of No Return: Graph Percolation Embeddings for Efficient Knowledge Graph Reasoning

Robust Auction Design with Support Information

Learning Personalized Page Content Ranking Using Customer Representation

Evolving Artificial Neural Networks To Imitate Human Behaviour In Shinobi III : Return of the Ninja Master

Return of the RNN: Residual Recurrent Networks for Invertible Sentence Embeddings

Continuous Risk Measures for Driving Support

Extending the Pre-Training of BLOOM for Improved Support of Traditional Chinese: Models, Methods and Results

Diminishing Return of Value Expansion Methods in Model-Based Reinforcement Learning

A Dataset for Learning Graph Representations to Predict Customer Returns in Fashion Retail

Support Generation for Robot-Assisted 3D Printing with Curved Layers

Explaining with Greater Support: Weighted Column Sampling Optimization for q-Consistent Summary-Explanations