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Qitao Xie, Qingquan Zhang, Xiaofei Zhang, Di Tian · 8 authors
No abstract is available for this record.
Zijun Xue, Ting-Yu Ko, Neo Yuchen, Ming-Kuang Daniel Wu · 5 authors
Hiring seasonal workers in call centers to provide customer service is a common practice in B2C companies. The quality of service delivered by both contracting and employee customer service agents depends heavily on the domain knowledge available to them. When observing the internal group messaging channels used by agents, we found that similar questions are often asked repetitively by different agents, especially from less experienced ones. The goal of our work is to leverage the promising advances in conversational AI to provide a chatbot-like mechanism for assisting agents in promptly resolving a customer's issue. In this paper, we develop a neural-based conversational solution that employs BiLSTM with attention mechanism and demonstrate how our system boosts the effectiveness of customer support agents. In addition, we discuss the design principles and the necessary considerations for our system. We then demonstrate how our system, named "Isa" (Intuit Smart Agent), can help customer service agents provide a high-quality customer experience by reducing customer wait time and by applying the knowledge accumulated from customer interactions in future applications.
Emilien Bai, KÃ¥re Synnes
This paper discusses supporting collaborative care of elderly through a reward system based on distributed ledger technologies. The design and implementation of such a reward system that connect elderly and volunteers by mutual agreements involve technologies such as smart contracts and blockchains. The work is motivated by the demographic change, where an aging population consequently increases the need for care. This causes a great tension in our society, as care resources become increasingly constrained, both regarding costs and availability of care staff. Much of the daily care of the elderly is today done by family members (spouses, children) and friends, often on a voluntarily basis, which adds to the tension. The core idea of this work is to help broaden the involvement of people in caring for our elderly, enabled by a system for collaborative care. The proposed system benefits from recent advances in distributed ledger technologies, which similarly to digital currencies, are build on the ability for mutual agreements between people who do not know each other. The system also benefits from recent gamification techniques to motivate people to collaborate on a larger scale through performing simple daily tasks. The proposed system benefits from inherent distributed ledger technologies advantages, such as a high level of decentralization, thus a high availability, and strong data consistency. These advantages make it interesting to develop the possible links between blockchains and the outside world to allow for a higher level of automation and distribution of services such as collaborative care. New models for distributed ledger technologies, such as Iota tangles or the Swirld platform, may however scale and perform better than blockchains. These should thus be considered for a full implementation and test of the system. In summary, this paper presents a novel framework and prototype implementation of a reward system supporting collaborative care of elderly, that is based on distributed ledger technologies.
Ulrich Schmitt
No abstract is available for this record.