Artificial intelligence and natural language processing (NLP) are increasingly being used in customer service to interact with users and answer their questions. The goal of this systematic review is to examine existing research on the use of NLP technology in customer service, including the research domain, applications, datasets used, and evaluation methods. The review also looks at the future direction of the field and any significant limitations. The review covers the time period from 2015 to 2022 and includes papers from five major scientific databases. Chatbots and question-answering systems were found to be used in 10 main fields, with the most common use in general, social networking, and e-commerce areas. Twitter was the second most commonly used dataset, with most research also using their own original datasets. Accuracy, precision, recall, and F1 were the most common evaluation methods. Future work aims to improve the performance and understanding of user behavior and emotions, and address limitations such as the volume, diversity, and quality of datasets. This review includes research on different spoken languages and models and techniques.
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Artificial intelligence methods including deep neural networks (DNN) can provide rapid molecular classification of tumors from routine histology with accuracy that matches or exceeds human pathologists. Discerning how neural networks make their predictions remains a significant challenge, but explainability tools help provide insights into what models have learned when corresponding histologic features are poorly defined. Here, we present a method for improving explainability of DNN models using synthetic histology generated by a conditional generative adversarial network (cGAN). We show that cGANs generate high-quality synthetic histology images that can be leveraged for explaining DNN models trained to classify molecularly-subtyped tumors, exposing histologic features associated with molecular state. Fine-tuning synthetic histology through class and layer blending illustrates nuanced morphologic differences between tumor subtypes. Finally, we demonstrate the use of synthetic histology for augmenting pathologist-in-training education, showing that these intuitive visualizations can reinforce and improve understanding of histologic manifestations of tumor biology.
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