지원사업
학술연구/단체지원/교육 등 연구자 활동을 지속하도록 DBpia가 지원하고 있어요.
커뮤니티
연구자들이 자신의 연구와 전문성을 널리 알리고, 새로운 협력의 기회를 만들 수 있는 네트워킹 공간이에요.
논문 기본 정보
- 자료유형
- 학술저널
- 저자정보
- 저널정보
- 대한전자공학회 IEIE Transactions on Smart Processing & Computing IEIE Transactions on Smart Processing & Computing Vol.11 No.4
- 발행연도
- 2022.8
- 수록면
- 248 - 254 (7page)
- DOI
- 10.5573/IEIESPC.2022.11.4.248
이용수
초록· 키워드
오류제보하기
This paper proposes a novel assist system for customer service representatives based on natural language processing (NLP). In the proposed system, an NLP model calculates the relationships between a question from a customer and all the questions in a given FAQ list. Based on the model’s calculation, the system will recommend several FAQs that are more similar to the customer’s question than the others in the FAQ list and then the representative responses, whether the recommended questions are actually similar to the customer’s question or not. Since these responses become the data for the NLP model’s next training, the NLP model’s accuracy can be incrementally enhanced by repetitive fine-tuning with the accumulated data. The experimental result shows that the proposed system can effectively help customer service representatives as well as incrementally improve via the automatically accumulated data.
목차
Abstract
1. Introduction
2. The Proposed System
3. Performance Evaluation
4. Conclusion
References
참고문헌 (19)
참고문헌 신청
Novalia Agung W. A. “The Impact of Interpersonal Communication toward Customer Satisfaction: The Case of Customer Service of Sari Asih Hospital.” MATEC Web of Conferences,150, 05087. 2018. Article (CrossRef Link)
Cheong, K.J., Kim, J.J. and So, S.H. “A study of strategic call center management:Relationship between key performance indicators and customer satisfaction.” European Journal of Social Sciences, Vol. 6 No. 2, pp. 268-276. 2008. Article (CrossRef Link)
Jane Lockwood. “An analysis of web-chat in an outsourced customer service account in the Philippines.” 2017. Article (CrossRef Link)
Bhavika R. Ranoliya, Nidhi Raghuwanshi, and Sanjay Singh. “Chatbot for university related FAQs.” 2017 International Conference on Advances in Computing, Communications and Informatics (ICACCI). 2017. Article (CrossRef Link)
Chung, M., Ko, E., Joung, H., & Kim, S. J. “Chatbot e-service and customer satisfaction regarding luxury brands.” Journal of Business Research. 2018. Article (CrossRef Link)
Cheong, K.J., Kim, J.J. and So, S.H. “A study of strategic call center management:Relationship between key performance indicators and customer satisfaction.” European Journal of Social Sciences, Vol. 6 No. 2, pp. 268-276. 2008. Article (CrossRef Link)
Jane Lockwood. “An analysis of web-chat in an outsourced customer service account in the Philippines.” 2017. Article (CrossRef Link)
Bhavika R. Ranoliya, Nidhi Raghuwanshi, and Sanjay Singh. “Chatbot for university related FAQs.” 2017 International Conference on Advances in Computing, Communications and Informatics (ICACCI). 2017. Article (CrossRef Link)
Chung, M., Ko, E., Joung, H., & Kim, S. J. “Chatbot e-service and customer satisfaction regarding luxury brands.” Journal of Business Research. 2018. Article (CrossRef Link)
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