Proceedings:
No. 1: Thirty-First AAAI Conference On Artificial Intelligence
Volume
Issue:
Proceedings of the AAAI Conference on Artificial Intelligence, 31
Track:
Student Abstract Track
Downloads:
Abstract:
We investigate the task of inferring conversational dependencies between messages in one-on-one online chat, which has become one of the most popular forms of customer service. We propose a novel probabilistic classifier that leverages conversational, lexical and semantic information. The approach is evaluated empirically on a set of customer service chat logs from a Chinese e-commerce website. It outperforms heuristic baselines.
DOI:
10.1609/aaai.v31i1.11111
AAAI
Proceedings of the AAAI Conference on Artificial Intelligence, 31