Advising Agent for Service-Providing Live-Chat Operators

Aviram Aviv; Yaniv Oshrat; Samuel Assefa; Toby Mustapha; Daniel Borrajo; Manuela Veloso; Sarit Kraus

doi:10.1007/978-3-031-20614-6_3

Advising Agent for Service-Providing Live-Chat Operators

Aviram Aviv, Yaniv Oshrat, Samuel Assefa, Toby Mustapha, Daniel Borrajo, Manuela Veloso, Sarit Kraus

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution › peer-review

Abstract

Call centers, in which human operators attend clients using textual chat, are very common in modern e-commerce. Training enough skilled operators who are able to provide good service is a challenge. We propose a methodology for the development of an assisting agent that provides online advice to operators while they attend clients. The agent is easy-to-build and can be introduced to new domains without major effort in design, training and organizing sknowledge of the professional discipline. We demonstrate the applicability of the system in an experiment that realizes its full life-cycle on a specific domain, and analyze its capabilities.

Original language	English
Title of host publication	Multi-Agent Systems - 19th European Conference, EUMAS 2022, Proceedings
Editors	Dorothea Baumeister, Jörg Rothe
Publisher	Springer Science and Business Media Deutschland GmbH
Pages	41-59
Number of pages	19
ISBN (Print)	9783031206139
DOIs	https://doi.org/10.1007/978-3-031-20614-6_3
State	Published - 2022
Event	19th European Conference on Multi-Agent Systems, EUMAS 2022 - Düsseldorf, Germany Duration: 14 Sep 2022 → 16 Sep 2022

Publication series

Name	Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics)
Volume	13442 LNAI
ISSN (Print)	0302-9743
ISSN (Electronic)	1611-3349

Conference

Conference	19th European Conference on Multi-Agent Systems, EUMAS 2022
Country/Territory	Germany
City	Düsseldorf
Period	14/09/22 → 16/09/22

Bibliographical note

Publisher Copyright:
© 2022, The Author(s), under exclusive license to Springer Nature Switzerland AG.

Keywords

Advising agent
Call center
Human study
Human-agent interaction

Access to Document

10.1007/978-3-031-20614-6_3

Cite this

Aviv, A., Oshrat, Y., Assefa, S., Mustapha, T., Borrajo, D., Veloso, M., & Kraus, S. (2022). Advising Agent for Service-Providing Live-Chat Operators. In D. Baumeister, & J. Rothe (Eds.), Multi-Agent Systems - 19th European Conference, EUMAS 2022, Proceedings (pp. 41-59). (Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics); Vol. 13442 LNAI). Springer Science and Business Media Deutschland GmbH. https://doi.org/10.1007/978-3-031-20614-6_3

Aviv, Aviram ; Oshrat, Yaniv ; Assefa, Samuel et al. / Advising Agent for Service-Providing Live-Chat Operators. Multi-Agent Systems - 19th European Conference, EUMAS 2022, Proceedings. editor / Dorothea Baumeister ; Jörg Rothe. Springer Science and Business Media Deutschland GmbH, 2022. pp. 41-59 (Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics)).

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abstract = "Call centers, in which human operators attend clients using textual chat, are very common in modern e-commerce. Training enough skilled operators who are able to provide good service is a challenge. We propose a methodology for the development of an assisting agent that provides online advice to operators while they attend clients. The agent is easy-to-build and can be introduced to new domains without major effort in design, training and organizing sknowledge of the professional discipline. We demonstrate the applicability of the system in an experiment that realizes its full life-cycle on a specific domain, and analyze its capabilities.",

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Aviv, A, Oshrat, Y, Assefa, S, Mustapha, T, Borrajo, D, Veloso, M & Kraus, S 2022, Advising Agent for Service-Providing Live-Chat Operators. in D Baumeister & J Rothe (eds), Multi-Agent Systems - 19th European Conference, EUMAS 2022, Proceedings. Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics), vol. 13442 LNAI, Springer Science and Business Media Deutschland GmbH, pp. 41-59, 19th European Conference on Multi-Agent Systems, EUMAS 2022, Düsseldorf, Germany, 14/09/22. https://doi.org/10.1007/978-3-031-20614-6_3

Advising Agent for Service-Providing Live-Chat Operators. / Aviv, Aviram; Oshrat, Yaniv; Assefa, Samuel et al.
Multi-Agent Systems - 19th European Conference, EUMAS 2022, Proceedings. ed. / Dorothea Baumeister; Jörg Rothe. Springer Science and Business Media Deutschland GmbH, 2022. p. 41-59 (Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics); Vol. 13442 LNAI).

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution › peer-review

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Aviv A, Oshrat Y, Assefa S, Mustapha T, Borrajo D, Veloso M et al. Advising Agent for Service-Providing Live-Chat Operators. In Baumeister D, Rothe J, editors, Multi-Agent Systems - 19th European Conference, EUMAS 2022, Proceedings. Springer Science and Business Media Deutschland GmbH. 2022. p. 41-59. (Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics)). doi: 10.1007/978-3-031-20614-6_3