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Proceedings of the 2020 Conference on Empirical Methods in Natural Language Processing: System Demonstrations
Customer support agents play a crucial role as an interface between an organization and its end-users. We propose CAIRAA: Conversational Approach to Information Retrieval for Agent Assistance, to reduce the cognitive workload of support agents who engage with users through conversation systems. CAIRAA monitors an evolving conversation and recommends both responses and URLs of documents the agent can use in replies to their client. We combine traditional information retrieval (IR) approachesdoi:10.18653/v1/2020.emnlp-demos.20 fatcat:t7ebbby3jndi5jm67yvgky6fje