08/12/2020

Interrupt me Politely: Recommending Products and Services by Joining Human Conversation

Boris Galitsky, Dmitry Ilvovsky

Keywords:

Abstract Paper Similar Papers

Abstract: We propose a novel way of conversational recommendation, where instead of asking questions to the user to acquire their preferences; the recommender tracks their conversation with other people, including customer support agents (CSA), and joins the conversation only when it is time to introduce a recommendation. Building a recommender that joins a human conversation (RJC), we propose information extraction, discourse and argumentation analyses, as well as dialogue management techniques to compute a recommendation for a product and service that is needed by the customer, as inferred from the conversation. A special case of such conversations is considered where the customer raises his problem with CSA in an attempt to resolve it, along with receiving a recommendation for a product with features addressing this problem. We evaluate performance of RJC is in a number of human-human and human-chat bot dialogues, and demonstrate that RJC is an efficient and less intrusive way to provide high relevance and persuasive recommendations.

The video of this talk cannot be embedded. You can watch it here:
https://underline.io/lecture/6601-interrupt-me-politely-recommending-products-and-services-by--joining-human-conversation
(Link will open in new window)
 0
 0
 0
 0
  Share    
This is an embedded video. Talk and the respective paper are published at COLING Workshops 2020 virtual conference. If you are one of the authors of the paper and want to manage your upload, see the question "My papertalk has been externally embedded..." in the FAQ section.

Comments

Post Comment
no comments yet
code of conduct: tbd Characters remaining: 140

Similar Papers

 0
 0
 0
 0
 1:33 
 0
 0
 0
 0
 9:38 
 0
 0
 0
 0
 9:44 
 0
 0
 0
 0
 12:52 
 0
 0
 0
 0
 5:08 
 0
 0
 0
 0
 11:08 
 0
 0
 0
 0
 10:34 
 0
 0
 0
 0
 13:53 
 0
 0
 0
 0
 13:15 
 0
 0
 0
 0
 14:46 
 0
 0
 0
 0
 14:59 
 0
 0
 0
 0
 19:11 
 0
 0
 0
 0
 14:42 
 0
 0
 0
 0
 12:05 
 0
 0
 0
 0
 15:43 
 0
 0
 0
 0
 11:24 
 0
 0
 0
 0
 14:57 
 0
 0
 0
 0
 5:40 
 0
 0
 0
 0
 17:58 
 0
 0
 0
 0
 9:58 
 0
 0
 0
 0
 9:43 
 0
 0
 0
 0
 10:34 
 0
 0
 0
 0
 14:27 
 0
 0
 0
 0
 6:38 
 0
 0
 0
 0
 2:28 
 0
 0
 0
 1
 11:33 
 0
 0
 0
 0
 9:15 
 1
 1
 1
 1
 9:28 
 0
 0
 0
 0
 6:44 
 0
 0
 0
 0
 14:22 
 0
 0
 0
 1
 11:39 
 0
 0
 0
 0
 2:57 
 0
 0
 0
 0
 10:28 
 0
 0
 0
 0
 14:49 
 0
 0
 0
 0
 4:24 
 0
 0
 0
 0
 11:57 
 0
 0
 0
 0
 8:43 
 0
 0
 0
 0
 5:21 
 0
 0
 0
 0
 14:52 
 0
 0
 0
 0
 9:41