Building Agents to Serve Customers

Authors

  • Mihai Barbuceanu
  • Mark S. Fox
  • Lei Hong
  • Yannick Lallement
  • Zhongdong Zhang

DOI:

https://doi.org/10.1609/aimag.v25i3.1776

Abstract

AI agents combining natural language interaction, task planning, and business ontologies can help companies provide better-quality and more costeffective customer service. Our customer-service agents use natural language to interact with customers, enabling customers to state their intentions directly instead of searching for the places on the Web site that may address their concern. We use planning methods to search systematically for the solution to the customer's problem, ensuring that a resolution satisfactory for both the customer and the company is found, if one exists. Our agents converse with customers, guaranteeing that needed information is acquired from customers and that relevant information is provided to them in order for both parties to make the right decision. The net effect is a more frictionless interaction process that improves the customer experience and makes businesses more competitive on the service front.

Downloads

Published

2004-09-15

How to Cite

Barbuceanu, M., Fox, M. S., Hong, L., Lallement, Y., & Zhang, Z. (2004). Building Agents to Serve Customers. AI Magazine, 25(3), 47. https://doi.org/10.1609/aimag.v25i3.1776

Issue

Vol. 25 No. 3: Fall 2004

Section

Articles

License

This is an open access article under the terms of the Creative Commons Attribution License, which permits use, distribution and reproduction in any medium, provided the original work is properly cited.
 
Authors who publish with this journal agree to the following terms:
  1. The author(s) warrants that they are the sole author and owner of the copyright in the above article/paper, except for those portions shown to be in quotations; that the article/paper is original throughout; and that the undersigned right to make the grants set forth above is complete and unencumbered.
  2. The author(s) agree that if anyone brings any claim or action alleging facts that, if true, constitute a breach of any of the foregoing warranties, the author(s) will hold harmless and indemnify AAAI, their grantees, their licensees, and their distributors against any liability, whether under judgment, decree, or compromise, and any legal fees and expenses arising out of that claim or actions, and the undersigned will cooperate fully in any defense AAAI may make to such claim or action. Moreover, the undersigned agrees to cooperate in any claim or other action seeking to protect or enforce any right the undersigned has granted to AAAI in the article/paper. If any such claim or action fails because of facts that constitute a breach of any of the foregoing warranties, the undersigned agrees to reimburse whomever brings such claim or action for expenses and attorneys’ fees incurred therein.
  3. Author(s) retain all proprietary rights other than copyright (such as patent rights).
  4. Author(s) may make personal reuse of all or portions of the above article/paper in other works of their own authorship.
  5. Author(s) may reproduce, or have reproduced, their article/paper for the author’s personal use, or for company use provided that original work is property cited, and that the copies are not used in a way that implies AAAI endorsement of a product or service of an employer, and that the copies per se are not offered for sale. The foregoing right shall not permit the posting of the article/paper in electronic or digital form on any computer network, except by the author or the author’s employer, and then only on the author’s or the employer’s own web page or ftp site. Such web page or ftp site, in addition to the aforementioned requirements of this Paragraph, must provide an electronic reference or link back to the AAAI electronic server, and shall not post other AAAI copyrighted materials not of the author’s or the employer’s creation (including tables of contents with links to other papers) without AAAI’s written permission.
  6. Author(s) may make limited distribution of all or portions of their article/paper prior to publication.
  7. In the case of work performed under U.S. Government contract, AAAI grants the U.S. Government royalty-free permission to reproduce all or portions of the above article/paper, and to authorize others to do so, for U.S. Government purposes.
  8. In the event the above article/paper is not accepted and published by AAAI, or is withdrawn by the author(s) before acceptance by AAAI, this agreement becomes null and void.