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Beyond "How may I help you?": Assisting Customer Service Agents with Proactive Responses
[article]
2018
arXiv
pre-print
We study the problem of providing recommended responses to customer service agents in live-chat dialogue systems. Smart-reply systems have been widely applied in real-world applications (e.g. Gmail, LinkedIn Messaging), where most of them can successfully recommend reactive responses. However, we observe a major limitation of current methods is that they generally have difficulties in suggesting proactive investigation act (e.g. "Do you perhaps have another account with us?") due to the lack of
arXiv:1811.10686v1
fatcat:gzcpaeamobfl3nd5ophodhcr2m