Human-in-the-Loop Conversation Agent for Customer Service
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Escalation in customer service chatbots is a practical application of the human-in-the-loop concept for robust application of chatbots in consumer service provision.
“the notion of escalation in customer service chatbots is a practical application of the human-in-the-loop concept for robust application of chatbots in consumer service provision [83].”
From Future directions for chatbot research: An interdisciplinary research agenda (2021) · cites this paper as [83]
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Cites
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A survey of human-in-the-loop for machine learning
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Future directions for chatbot research: An interdisciplinary research agenda
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Virtual agents and flow experience: an empirical examination of AI-powered chatbots
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- Authors
- Paikens, P., Znotiņš, A., & Bārzdiņš, G.
- Affiliations
- UL Institute of Mathematics and Computer Science (LV)
- Corresponding author
- Paikens, Pēteris
- Venue
- Lecture Notes in Computer Science
- Publisher
- Springer International Publishing
- Published
- 2020
- Pages
- 277-284
- ISSN
- 0302-9743 (ISSN-L)
- 1611-3349
- PMC
- PMC7298186
- OpenAlex
- W3036071193
- Cited by
- 11
- References
- 20
- Citations by year
- 2025: 1 · 2024: 1 · 2023: 4 · 2022: 2 · 2021: 3
- FWCI
- 0.84
- Type
- conference paper
- Language
- en
- Open access
- green
- www.ncbi.nlm.nih.gov
- Locations
- Lecture notes in computer science (publishedVersion)
- PubMed Central (publishedVersion)
- Topics
- Physical Sciences › Computer Science › Artificial Intelligence › Speech and dialogue systems
- Physical Sciences › Computer Science › Artificial Intelligence › AI in Service Interactions
- Physical Sciences › Computer Science › Artificial Intelligence › Natural Language Processing Techniques
- Keywords
- customer service automation, mobile operators, intent classification, slot filling, information extraction, rule-based processing, Latvian language, business requirements
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