An Emotional Comfort Framework for Improving User Satisfaction in E-Commerce Customer Service Chatbots

Shuangyong Song, Chao Wang, Haiqing Chen, Huan Chen


Abstract
E-commerce has grown substantially over the last several years, and chatbots for intelligent customer service are concurrently drawing attention. We presented AliMe Assist, a Chinese intelligent assistant designed for creating an innovative online shopping experience in E-commerce. Based on question answering (QA), AliMe Assist offers assistance service, customer service, and chatting service. According to the survey of user studies and the real online testing, emotional comfort of customers’ negative emotions, which make up more than 5% of whole number of customer visits on AliMe, is a key point for providing considerate service. In this paper, we propose a framework to obtain proper answer to customers’ emotional questions. The framework takes emotion classification model as a core, and final answer selection is based on topic classification and text matching. Our experiments on real online systems show that the framework is very promising.
Anthology ID:
2021.naacl-industry.17
Volume:
Proceedings of the 2021 Conference of the North American Chapter of the Association for Computational Linguistics: Human Language Technologies: Industry Papers
Month:
June
Year:
2021
Address:
Online
Editors:
Young-bum Kim, Yunyao Li, Owen Rambow
Venue:
NAACL
SIG:
Publisher:
Association for Computational Linguistics
Note:
Pages:
130–137
Language:
URL:
https://aclanthology.org/2021.naacl-industry.17
DOI:
10.18653/v1/2021.naacl-industry.17
Bibkey:
Cite (ACL):
Shuangyong Song, Chao Wang, Haiqing Chen, and Huan Chen. 2021. An Emotional Comfort Framework for Improving User Satisfaction in E-Commerce Customer Service Chatbots. In Proceedings of the 2021 Conference of the North American Chapter of the Association for Computational Linguistics: Human Language Technologies: Industry Papers, pages 130–137, Online. Association for Computational Linguistics.
Cite (Informal):
An Emotional Comfort Framework for Improving User Satisfaction in E-Commerce Customer Service Chatbots (Song et al., NAACL 2021)
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PDF:
https://aclanthology.org/2021.naacl-industry.17.pdf
Video:
 https://aclanthology.org/2021.naacl-industry.17.mp4