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Oct, 2020
对话式文档预测,以协助客户服务代理
Conversational Document Prediction to Assist Customer Care Agents
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Jatin Ganhotra, Haggai Roitman, Doron Cohen, Nathaniel Mills, Chulaka Gunasekara...
TL;DR
本研究探讨了客户服务代理在帮助用户需求时使用合适网页链接的频繁模式,并提出了一种预测客户代理可用文档以便于用户需求的任务。基于三个数据集并使用深度学习和信息检索模型,我们分析了这些系统在推断时间复杂度方面的可行性,并证明了IR+DL模型是最佳选择。
Abstract
A frequent pattern in
customer care
conversations is the agents responding with appropriate webpage URLs that address users' needs. We study the task of predicting the documents that
customer care
agents can use
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