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Home / Proceedings / Proceedings of the AAAI Conference on Artificial Intelligence

Session-Level User Satisfaction Prediction for Customer Service Chatbot in E-Commerce (Student Abstract)

February 1, 2023

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Authors

Riheng Yao

Chinese Academy of Sciences


Shuangyong Song

Alibaba Group


Qiudan Li

Chinese Academy of Sciences


Chao Wang

Alibaba Group


Huan Chen

Alibaba Group


Haiqing Chen

Alibaba Group


Daniel Dajun Zeng

Chinese Academy of Sciences


DOI:

10.1609/aaai.v34i10.7259


Abstract:

This paper aims to predict user satisfaction for customer service chatbot in session level, which is of great practical significance yet rather untouched. It requires to explore the relationship between questions and answers across different rounds of interactions, and handle user bias. We propose an approach to model multi-round conversations within one session and take user information into account. Experimental results on a dataset from a real-world industrial customer service chatbot Alime demonstrate the good performance of our proposed model.

Topics: AAAI

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HOW TO CITE:

Riheng Yao||Shuangyong Song||Qiudan Li||Chao Wang||Huan Chen||Haiqing Chen||Daniel Dajun Zeng Session-Level User Satisfaction Prediction for Customer Service Chatbot in E-Commerce (Student Abstract) Proceedings of the AAAI Conference on Artificial Intelligence (2020) 13973-13974.

Riheng Yao||Shuangyong Song||Qiudan Li||Chao Wang||Huan Chen||Haiqing Chen||Daniel Dajun Zeng Session-Level User Satisfaction Prediction for Customer Service Chatbot in E-Commerce (Student Abstract) AAAI 2020, 13973-13974.

Riheng Yao||Shuangyong Song||Qiudan Li||Chao Wang||Huan Chen||Haiqing Chen||Daniel Dajun Zeng (2020). Session-Level User Satisfaction Prediction for Customer Service Chatbot in E-Commerce (Student Abstract). Proceedings of the AAAI Conference on Artificial Intelligence, 13973-13974.

Riheng Yao||Shuangyong Song||Qiudan Li||Chao Wang||Huan Chen||Haiqing Chen||Daniel Dajun Zeng. Session-Level User Satisfaction Prediction for Customer Service Chatbot in E-Commerce (Student Abstract). Proceedings of the AAAI Conference on Artificial Intelligence 2020 p.13973-13974.

Riheng Yao||Shuangyong Song||Qiudan Li||Chao Wang||Huan Chen||Haiqing Chen||Daniel Dajun Zeng. 2020. Session-Level User Satisfaction Prediction for Customer Service Chatbot in E-Commerce (Student Abstract). "Proceedings of the AAAI Conference on Artificial Intelligence". 13973-13974.

Riheng Yao||Shuangyong Song||Qiudan Li||Chao Wang||Huan Chen||Haiqing Chen||Daniel Dajun Zeng. (2020) "Session-Level User Satisfaction Prediction for Customer Service Chatbot in E-Commerce (Student Abstract)", Proceedings of the AAAI Conference on Artificial Intelligence, p.13973-13974

Riheng Yao||Shuangyong Song||Qiudan Li||Chao Wang||Huan Chen||Haiqing Chen||Daniel Dajun Zeng, "Session-Level User Satisfaction Prediction for Customer Service Chatbot in E-Commerce (Student Abstract)", AAAI, p.13973-13974, 2020.

Riheng Yao||Shuangyong Song||Qiudan Li||Chao Wang||Huan Chen||Haiqing Chen||Daniel Dajun Zeng. "Session-Level User Satisfaction Prediction for Customer Service Chatbot in E-Commerce (Student Abstract)". Proceedings of the AAAI Conference on Artificial Intelligence, 2020, p.13973-13974.

Riheng Yao||Shuangyong Song||Qiudan Li||Chao Wang||Huan Chen||Haiqing Chen||Daniel Dajun Zeng. "Session-Level User Satisfaction Prediction for Customer Service Chatbot in E-Commerce (Student Abstract)". Proceedings of the AAAI Conference on Artificial Intelligence, (2020): 13973-13974.

Riheng Yao||Shuangyong Song||Qiudan Li||Chao Wang||Huan Chen||Haiqing Chen||Daniel Dajun Zeng. Session-Level User Satisfaction Prediction for Customer Service Chatbot in E-Commerce (Student Abstract). AAAI[Internet]. 2020[cited 2023]; 13973-13974.


ISSN: 2374-3468


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