About
Contact & Profiles
A5013478780
Research Areas
- AI in Service Interactions
- Speech and dialogue systems
- Digital Marketing and Social Media
- Topic Modeling
- Advanced Text Analysis Techniques
Wuhan University
2021-2022
10.1016/j.ipm.2021.102838
article
EN
Information Processing & Management
2021-12-20
While previous studies of customer service chat systems (CSCS) understood user satisfaction as individuals’ subjective perceptions and depended heavily on self-report methods for measurement, this article presents an obtrusive log analysis that followed the established approaches search examined relationships between dialog patterns satisfaction. An 81-day was obtained from a real-world CSCS involves both chatbot human representatives. A total 75,918 sessions/147,972 sub-sessions containing...
10.1177/01655515221124066
article
EN
Journal of Information Science
2022-09-12
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