Towards automated customer support

Momchil Hardalov, Ivan Koychev, Preslav Nakov

Research output: Chapter in Book/Report/Conference proceedingConference contribution

3 Citations (Scopus)

Abstract

Recent years have seen growing interest in conversational agents, such as chatbots, which are a very good fit for automated customer support because the domain in which they need to operate is narrow. This interest was in part inspired by recent advances in neural machine translation, esp. the rise of sequence-to-sequence (seq2seq) and attention-based models such as the Transformer, which have been applied to various other tasks and have opened new research directions in question answering, chatbots, and conversational systems. Still, in many cases, it might be feasible and even preferable to use simple information retrieval techniques. Thus, here we compare three different models: (i) a retrieval model, (ii) a sequence-to-sequence model with attention, and (iii) Transformer. Our experiments with the Twitter Customer Support Dataset, which contains over two million posts from customer support services of twenty major brands, show that the seq2seq model outperforms the other two in terms of semantics and word overlap.

Original languageEnglish
Title of host publicationArtificial Intelligence
Subtitle of host publicationMethodology, Systems, and Applications - 18th International Conference, AIMSA 2018, Proceedings
EditorsJosef van Genabith, Gennady Agre, Thierry Declerck
PublisherSpringer Verlag
Pages48-59
Number of pages12
ISBN (Print)9783319993430
DOIs
Publication statusPublished - 1 Jan 2018
Event18th International Conference on Artificial Intelligence: Methodology, Systems, and Applications, AIMSA 2018 - Varna, Bulgaria
Duration: 12 Sep 201814 Sep 2018

Publication series

NameLecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics)
Volume11089 LNAI
ISSN (Print)0302-9743
ISSN (Electronic)1611-3349

Other

Other18th International Conference on Artificial Intelligence: Methodology, Systems, and Applications, AIMSA 2018
CountryBulgaria
CityVarna
Period12/9/1814/9/18

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Keywords

  • Chatbots
  • Conversational agents
  • Customer support
  • IR
  • Seq2seq
  • Transformer

ASJC Scopus subject areas

  • Theoretical Computer Science
  • Computer Science(all)

Cite this

Hardalov, M., Koychev, I., & Nakov, P. (2018). Towards automated customer support. In J. van Genabith, G. Agre, & T. Declerck (Eds.), Artificial Intelligence: Methodology, Systems, and Applications - 18th International Conference, AIMSA 2018, Proceedings (pp. 48-59). (Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics); Vol. 11089 LNAI). Springer Verlag. https://doi.org/10.1007/978-3-319-99344-7_5