@inproceedings{09a46ede96184b64b028acc8b93cb4ba,
title = "Advising Agent for Service-Providing Live-Chat Operators",
abstract = "Call centers, in which human operators attend clients using textual chat, are very common in modern e-commerce. Training enough skilled operators who are able to provide good service is a challenge. We propose a methodology for the development of an assisting agent that provides online advice to operators while they attend clients. The agent is easy-to-build and can be introduced to new domains without major effort in design, training and organizing structured knowledge of the professional discipline. We demonstrate the applicability of the system in an experiment that realizes its full life-cycle on a specific domain, and analyze its capabilities.",
keywords = "Human study, advising agent, call center, human-agent interaction",
author = "Aviram Aviv and Yaniv Oshrat and Samuel Assefa and Toby Mustapha and Daniel Borrajo and Manuela Veloso and Sarit Kraus",
note = "Publisher Copyright: {\textcopyright} 2022 International Foundation for Autonomous Agents and Multiagent Systems (www.ifaamas.org). All rights reserved.; 21st International Conference on Autonomous Agents and Multiagent Systems, AAMAS 2022 ; Conference date: 09-05-2022 Through 13-05-2022",
year = "2022",
language = "الإنجليزيّة",
series = "Proceedings of the International Joint Conference on Autonomous Agents and Multiagent Systems, AAMAS",
pages = "1527--1529",
booktitle = "International Conference on Autonomous Agents and Multiagent Systems, AAMAS 2022",
}