Cited By
View all- Song SLiu S(2023)Towards Intelligent Training Systems for Customer Service2023 IEEE International Conference on Systems, Man, and Cybernetics (SMC)10.1109/SMC53992.2023.10394182(987-992)Online publication date: 1-Oct-2023
A Model for Quality Control of Customer Service
Pages 15 - 16
Abstract
In E-commerce industry, customer service is with a very high quality, because of comprehensive and strict training of customer service staffs. With statistics on manual sampling results in abundant history logs, just about 0.2% answers of customer service staffs show attitudinal problems. Furthermore, even for those 0.2% answers, they can hardly be detected by some obvious rules. Therefore, present manual sampling method is very inefficient and time-consuming. In this paper we proposed a problem detection model for quality control of customer service. Experimental results on a dataset from a real-world industrial customer service Alime Assist show the model’s effect.
References
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Kyunghyun Cho, Bart Van Merriënboer, Caglar Gulcehre, Dzmitry Bahdanau, Fethi Bougares, Holger Schwenk, and Yoshua Bengio. 2014. Learning phrase representations using RNN encoder-decoder for statistical machine translation. EMNLP (2014).
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Shizhu He, Kang Liu, and Weiting An. 2019. Learning to Align Question and Answer Utterances in Customer Service Conversation with Recurrent Pointer Networks. In Proceedings of the AAAI Conference on Artificial Intelligence, Vol. 33. 134–141.
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Dinghan Shen, Guoyin Wang, Wenlin Wang, Martin Renqiang Min, Qinliang Su, Yizhe Zhang, Chunyuan Li, Ricardo Henao, and Lawrence Carin. 2018. Baseline needs more love: On simple word-embedding-based models and associated pooling mechanisms. ACL (2018).
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Wenpeng Yin, Hinrich Schütze, Bing Xiang, and Bowen Zhou. 2016. Abcnn: Attention-based convolutional neural network for modeling sentence pairs. Transactions of the Association for Computational Linguistics 4 (2016), 259–272.
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- A Model for Quality Control of Customer Service
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Published In
April 2020
854 pages
ISBN:9781450370240
DOI:10.1145/3366424
Copyright © 2020 ACM.
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Published: 20 April 2020
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Cited By
View all- Song SLiu S(2023)Towards Intelligent Training Systems for Customer Service2023 IEEE International Conference on Systems, Man, and Cybernetics (SMC)10.1109/SMC53992.2023.10394182(987-992)Online publication date: 1-Oct-2023
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