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 proceedingConference contributionpeer-review


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 languageEnglish
Title of host publicationMulti-Agent Systems - 19th European Conference, EUMAS 2022, Proceedings
EditorsDorothea Baumeister, Jörg Rothe
PublisherSpringer Science and Business Media Deutschland GmbH
Number of pages19
ISBN (Print)9783031206139
StatePublished - 2022
Event19th European Conference on Multi-Agent Systems, EUMAS 2022 - Düsseldorf, Germany
Duration: 14 Sep 202216 Sep 2022

Publication series

NameLecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics)
Volume13442 LNAI
ISSN (Print)0302-9743
ISSN (Electronic)1611-3349


Conference19th European Conference on Multi-Agent Systems, EUMAS 2022

Bibliographical note

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


  • Advising agent
  • Call center
  • Human study
  • Human-agent interaction


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