@inproceedings{43b63824567e4713b47bc47dcff62c6f,
title = "I understand your frustration",
abstract = "The use of emotional intelligence in a conversation has a significant positive effect on customer satisfaction and can help resolve difficult conflicts. Many enterprises use virtual agents that automatically interact with customers across a variety of interaction channels. However, these agents have no emotional intelligence and cannot express themselves in an empathic manner. This demo demonstrates the use of emotional intelligence in a technical conversation with a customer. The agent is augmented with emotion sensing capabilities, which allow him to detect expressed emotions, and reply in an appropriate manner by expressing empathy, for example.",
keywords = "Affective computing, Conversation, Dialog, Emotions, Virtual agent",
author = "Guy Feigenblat and Jonathan Herzig and David Konopnicki and Hen Shkedi and Michal Shmueli-Scheuer",
year = "2016",
month = feb,
day = "27",
doi = "10.1145/2818052.2874316",
language = "אנגלית",
series = "Proceedings of the ACM Conference on Computer Supported Cooperative Work, CSCW",
publisher = "Association for Computing Machinery",
pages = "25--28",
booktitle = "Proceedings of the 19th ACM Conference on Computer Supported Cooperative Work and Social Computing Companion, CSCW 2016 Companion",
note = "19th ACM Conference on Computer Supported Cooperative Work and Social Computing, CSCW 2016 ; Conference date: 26-02-2016 Through 02-03-2016",
}