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Agent Assist through Conversation Analysis

Kshitij Fadnis, Nathaniel Mills, Jatin Ganhotra, Haggai Roitman, Gaurav Pandey, Doron Cohen, Yosi Mass, Shai Erera, Chulaka Gunasekara, Danish Contractor, Siva Patel, Q. Vera Liao (+3 others)
2020 Proceedings of the 2020 Conference on Empirical Methods in Natural Language Processing: System Demonstrations   unpublished

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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) approaches
more » ... more recent Deep Learning (DL) models to ensure high accuracy and efficient run-time performance in the deployed system. Here, we describe the CAIRAA system and demonstrate its effectiveness in a pilot study via a short video 1 .
doi:10.18653/v1/2020.emnlp-demos.20 fatcat:t7ebbby3jndi5jm67yvgky6fje
Citation

Kshitij Fadnis, Nathaniel Mills, Jatin Ganhotra, Haggai Roitman, Gaurav Pandey, Doron Cohen, Yosi Mass, Shai Erera, Chulaka Gunasekara, Danish Contractor, Siva Patel, Q. Vera Liao, Sachindra Joshi, Luis Lastras, David Konopnicki. "Agent Assist through Conversation Analysis." Proceedings of the 2020 Conference on Empirical Methods in Natural Language Processing: System Demonstrations (2020)