In this work, we propose a framework relying solely on chat-based customer support (CS) interactions for predicting the recommendation decision of individual users. For our case study, we analyzed a total number of 16.4k users and 48.7k customer support conversations within the financial vertical of a large e-commerce company in Latin America. Consequently, our main contributions and objectives are to use Natural Language Processing (NLP) to assess and predict the recommendation behavior where, in addition to using static sentiment analysis, we exploit the predictive power of each user's sentiment dynamics. Our results show that, with respective feature interpretability, it is possible to predict the likelihood of a user to recommend a product or service, based solely on the message-wise sentiment evolution of their CS conversations in a fully automated way.

Customers are rapidly turning to social media for customer support. While brand agents on these platforms are motivated and well-intentioned to help and engage with customers, their efforts are often ignored if their initial response to the customer does not match a specific tone, style, or topic the customer is aiming to receive. The length of a conversation can reflect the effort and quality of the initial response made by a brand toward collaborating and helping consumers, even when the overall sentiment of the conversation might not be very positive. Thus, through this study, we aim to bridge this critical gap in the existing literature by analyzing language's content and stylistic aspects such as expressed empathy, psycho-linguistic features, dialogue tags, and metrics for quantifying personalization of the utterances that can influence the engagement of an interaction. This paper demonstrates that we can predict engagement using initial customer and brand posts.

Any organization needs to improve their products, services, and processes. In this context, engaging with customers and understanding their journey is essential. Organizations have leveraged various techniques and technologies to support customer engagement, from call centres to chatbots and virtual agents. Recently, these systems have used Machine Learning (ML) and Natural Language Processing (NLP) to analyze large volumes of customer feedback and engagement data. The goal is to understand customers in context and provide meaningful answers across various channels. Despite multiple advances in Conversational Artificial Intelligence (AI) and Recommender Systems (RS), it is still challenging to understand the intent behind customer questions during the customer journey. To address this challenge, in this paper, we study and analyze the recent work in Conversational Recommender Systems (CRS) in general and, more specifically, in chatbot-based CRS. We introduce a pipeline to contextualize the input utterances in conversations. We then take the next step towards leveraging reverse feature engineering to link the contextualized input and learning model to support intent recognition. Since performance evaluation is achieved based on different ML models, we use transformer base models to evaluate the proposed approach using a labelled dialogue dataset (MSDialogue) of question-answering interactions between information seekers and answer providers.

机器学习的进步（ML）引起了人们对这项技术支持决策的浓厚兴趣。尽管复杂的ML模型提供的预测通常比传统工具的预测更准确，但这种模型通常隐藏了用户预测背后的推理，这可能导致采用和缺乏洞察力。在这种张力的激励下，研究提出了可解释的人工智能（XAI）技术，这些技术发现了ML发现的模式。尽管ML和XAI都有很高的希望，但几乎没有经验证据表明传统企业的好处。为此，我们分析了220,185家能源零售商的客户的数据，预测具有多达86％正确性的交叉购买（AUC），并表明XAI方法的Shap提供了为实际买家提供的解释。我们进一步概述了信息系统，XAI和关系营销中的研究的影响。

以任务为导向的对话系统（TODS）继续升高，因为各种行业发现有效地利用其能力，节省时间和金钱。然而，即使是最先进的TOD尚未达到其全部潜力。TOD通常具有主要设计专注于完成手头的任务，因此任务分辨率的度量应优先考虑。可能会忽略可能指向对话的其他可能指向成功或其他方面的会话质量属性。这可能导致人类和对话系统之间的相互作用，让用户不满意或沮丧。本文探讨了对话系统的评价框架的文献，以及对话系统中的会话质量属性的作用，看起来，如何以及在与对话系统的性能相关的情况下，如何相关。

通过为患者启用远程医疗服务，远程医疗有助于促进医疗专业人员的机会。随着必要的技术基础设施的出现，这些服务已逐渐流行。自从Covid-19危机开始以来，远程医疗的好处就变得更加明显，因为人们在大流行期间倾向于亲自探望医生。在本文中，我们专注于促进医生和患者之间的聊天课程。我们注意到，随着对远程医疗服务的需求的增加，聊天体验的质量和效率可能至关重要。因此，我们为医学对话开发了一种智能的自动反应生成机制，该机制可帮助医生有效地对咨询请求做出反应，尤其是在繁忙的课程中。我们探索了9个月内收集的医生和患者之间的900,000多个匿名的历史在线信息。我们实施聚类算法，以确定医生最常见的响应，并相应地手动标记数据。然后，我们使用此预处理数据来训练机器学习算法以生成响应。所考虑的算法有两个步骤：过滤（即触发）模型，以滤除不可行的患者消息和一个响应发生器，以建议成功通过触发阶段的响应前3位医生响应。该方法为Precision@3提供了83.28 \％的精度，并显示出其参数的鲁棒性。

在本文中，我们展示了葡萄牙BERT模型如何与结构化数据组合，以便基于有限状态机部署Chatbot以创建一个对话AI系统，帮助房地产公司预测其客户的联系动机。该模型实现人类级别导致包含235个不平衡标签的数据集。然后，考虑到与古典NLP方法进行比较的业务影响，我们还展示了它的好处。

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.

在本文中，我们将科学文章分类为自然语言处理（NLP）和机器学习（ML）的科学文章（i）是否通过引入击败现有模型或的新型技术来扩展当前的最新技术是否（ii）他们是否主要批评现有的最新技术，即，它相对于某些属性（例如，错误的评估，错误的数据集，误导性的任务规范）不足。我们将（i）下的贡献称为具有\ enquote {正姿势}和（ii）下的贡献为具有\ enquote {负姿势}（对相关工作）。我们注释来自NLP和ML的1.5k纸以超过1.5k的论文来培训基于SCIBERT的模型，以自动根据其标题和抽象来预测论文的立场。然后，我们分析了NLP和ML的最后35年$ 35年以上的41k纸上的大规模趋势，发现随着时间的流逝，论文变得更加积极，但是负面论文也变得更加负面，我们观察到更多的负面论文，我们观察到了更多的负面论文。最近几年。在收到的引用方面，负面论文也更具影响力。

在本文中，我们提出了一种方法，用于预测社交媒体对等体之间的信任链接，其中一个是在多识别信任建模的人工智能面积。特别是，我们提出了一种数据驱动的多面信任信任建模，该信任建模包括许多不同的特征以进行全面分析。我们专注于展示类似用户的聚类如何实现关键新功能：支持更个性化的，从而为用户提供更准确的预测。在信任感知项目推荐任务中说明，我们在大yelp数据集的上下文中评估所提出的框架。然后，我们讨论如何提高社交媒体的可信关系的检测可以帮助在最近爆发的社交网络环境中支持在线用户的违法行为和谣言的传播。我们的结论是关于一个特别易受资助的用户基础，老年人的反思，以说明关于用户组的推理价值，期望通过通过数据分析获得的洞察力集成已知偏好的一些未来方向。

预测过程分析已成为组织的基本援助，从而为其流程提供在线运营支持。但是，需要向流程利益相关者提供解释为什么预测给定流程执行以某种方式行事的原因。否则，他们将不太可能相信预测性监测技术，从而采用它。本文提出了一个预测分析框架，该框架还具有基于Shapley值的游戏理论的解释功能。该框架已在IBM Process采矿套件中实施，并为业务用户商业化。该框架已在现实生活事件数据上进行了测试，以评估预测的质量和相应的评估。特别是，已经执行了用户评估，以了解系统提供的解释是否可以使流程利益相关者可理解。

We apply classical statistical methods in conjunction with the state-of-the-art machine learning techniques to develop a hybrid interpretable model to analyse 454,897 online customers' behavior for a particular product category at the largest online retailer in China, that is JD. While most mere machine learning methods are plagued by the lack of interpretability in practice, our novel hybrid approach will address this practical issue by generating explainable output. This analysis involves identifying what features and characteristics have the most significant impact on customers' purchase behavior, thereby enabling us to predict future sales with a high level of accuracy, and identify the most impactful variables. Our results reveal that customers' product choice is insensitive to the promised delivery time, but this factor significantly impacts customers' order quantity. We also show that the effectiveness of various discounting methods depends on the specific product and the discount size. We identify product classes for which certain discounting approaches are more effective and provide recommendations on better use of different discounting tools. Customers' choice behavior across different product classes is mostly driven by price, and to a lesser extent, by customer demographics. The former finding asks for exercising care in deciding when and how much discount should be offered, whereas the latter identifies opportunities for personalized ads and targeted marketing. Further, to curb customers' batch ordering behavior and avoid the undesirable Bullwhip effect, JD should improve its logistics to ensure faster delivery of orders.

我们开发一个从社交媒体文本数据中提取情绪的工具。我们的方法有三个主要优势。首先，它适用于财务背景;其次，它包含社交媒体数据的关键方面，例如非标准短语，表情符号和表情符号;第三，它通过顺序地学习潜在的表示来操作，该潜在表示包括单词顺序，单词使用和本地上下文等功能。此工具以及用户指南可供选择：https://github.com/dvamossy/mtract。使用大学，我们探讨了社会媒体和资产价格表达的投资者情绪之间的关系。我们记录了一些有趣的见解。首先，我们确认了一些受控实验室实验的调查结果，将投资者情绪与资产价格变动相关联。其次，我们表明投资者的情绪是预测日常价格变动的预测。当波动率或短暂的兴趣更高，当机构所有权或流动性降低时，这些影响更大。第三，在IPO之前增加了投资者的热情，促进了大量的第一天返回，并长期不足的IPO股票。为了证实我们的结果，我们提供了许多稳健性检查，包括使用替代情感模型。我们的研究结果强化了情绪和市场动态密切相关的直觉，并突出了在评估股票的短期价值时考虑投资者情绪的重要性。

Empathy is a vital factor that contributes to mutual understanding, and joint problem-solving. In recent years, a growing number of studies have recognized the benefits of empathy and started to incorporate empathy in conversational systems. We refer to this topic as empathetic conversational systems. To identify the critical gaps and future opportunities in this topic, this paper examines this rapidly growing field using five review dimensions: (i) conceptual empathy models and frameworks, (ii) adopted empathy-related concepts, (iii) datasets and algorithmic techniques developed, (iv) evaluation strategies, and (v) state-of-the-art approaches. The findings show that most studies have centered on the use of the EMPATHETICDIALOGUES dataset, and the text-based modality dominates research in this field. Studies mainly focused on extracting features from the messages of the users and the conversational systems, with minimal emphasis on user modeling and profiling. Notably, studies that have incorporated emotion causes, external knowledge, and affect matching in the response generation models, have obtained significantly better results. For implementation in diverse real-world settings, we recommend that future studies should address key gaps in areas of detecting and authenticating emotions at the entity level, handling multimodal inputs, displaying more nuanced empathetic behaviors, and encompassing additional dialogue system features.

关于哪些类型的故障机器人在家庭环境中以及这些失败如何影响客户体验时，存在知识差距。我们在亚马逊上分类了10,072个客户评论，通过它们中描述的机器人失败，将故障分组为十二种类型和三类（技术，互动和服务）。我们确定了先前忽略了文献中忽视的失败的来源和类型，将它们结合到更新的失败分类。我们分析了他们的频率和关系与客户明星评级。结果表明，对于功利主义国内机器人来说，技术故障比互动或服务失败更有害。常常报告任务完成和鲁棒性和恢复力的问题，并具有最大的负面影响。未来的预防和反应战略应解决机器人的技术能力，以满足功能目标，运作和保持结构完整性随着时间的推移。可用性和互动设计对客户体验不利，表明客户可能更宽容影响机器人和实际用途的影响的失败。此外，我们开发了一种能够预测客户审查是否包含描述故障的内容以及它描述的故障类型的自然语言处理模型。借鉴了这些知识，机器人系统的设计者和研究人员可以优先考虑设计和开发努力实现基本问题。

存在许多背景，存在二元数据。社交网络是一个众所周知的例子。在这些情况下，成对的元素是链接的，建立一个反映交互的网络。解释为什么建立这些关系对于获得透明度至关重要，这是一个日益重要的概念。由于自然语言理解任务的传播，这些解释通常是使用文本提出的。我们的目的是代表和解释任何代理人建立的对（例如，推荐系统或付费促销机制），以便考虑到基于文本的个性化。我们已经专注于TripAdvisor平台，考虑到其他二元数据上下文的适用性。这些项目是用户和餐馆的子集以及这些用户发布的评论的互动。我们提出了PTER（个性化基于文本的评论）模型。我们可以从适合特定用户交互的特定餐厅的可用评论中预测。 PTER利用BERT（Transformers来自Transformers transformer-ododer模型的双向编码器表示）。我们按照基于功能的方法定制了一个深神网络，并介绍了LTR（学习排名）下游任务。根据额外的（解释排名）基准，我们与随机基线和其他最新模型进行了几次比较。我们的方法的表现优于其他协作过滤建议。

本次调查绘制了用于分析社交媒体数据的生成方法的研究状态的广泛的全景照片（Sota）。它填补了空白，因为现有的调查文章在其范围内或被约会。我们包括两个重要方面，目前正在挖掘和建模社交媒体的重要性：动态和网络。社会动态对于了解影响影响或疾病的传播，友谊的形成，友谊的形成等，另一方面，可以捕获各种复杂关系，提供额外的洞察力和识别否则将不会被注意的重要模式。

Millions of people participate in online peer-to-peer support sessions, yet there has been little prior research on systematic psychology-based evaluations of fine-grained peer-counselor behavior in relation to client satisfaction. This paper seeks to bridge this gap by mapping peer-counselor chat-messages to motivational interviewing (MI) techniques. We annotate 14,797 utterances from 734 chat conversations using 17 MI techniques and introduce four new interviewing codes such as chit-chat and inappropriate to account for the unique conversational patterns observed on online platforms. We automate the process of labeling peer-counselor responses to MI techniques by fine-tuning large domain-specific language models and then use these automated measures to investigate the behavior of the peer counselors via correlational studies. Specifically, we study the impact of MI techniques on the conversation ratings to investigate the techniques that predict clients' satisfaction with their counseling sessions. When counselors use techniques such as reflection and affirmation, clients are more satisfied. Examining volunteer counselors' change in usage of techniques suggest that counselors learn to use more introduction and open questions as they gain experience. This work provides a deeper understanding of the use of motivational interviewing techniques on peer-to-peer counselor platforms and sheds light on how to build better training programs for volunteer counselors on online platforms.

Text classification is a natural language processing (NLP) task relevant to many commercial applications, like e-commerce and customer service. Naturally, classifying such excerpts accurately often represents a challenge, due to intrinsic language aspects, like irony and nuance. To accomplish this task, one must provide a robust numerical representation for documents, a process known as embedding. Embedding represents a key NLP field nowadays, having faced a significant advance in the last decade, especially after the introduction of the word-to-vector concept and the popularization of Deep Learning models for solving NLP tasks, including Convolutional Neural Networks (CNNs), Recurrent Neural Networks (RNNs), and Transformer-based Language Models (TLMs). Despite the impressive achievements in this field, the literature coverage regarding generating embeddings for Brazilian Portuguese texts is scarce, especially when considering commercial user reviews. Therefore, this work aims to provide a comprehensive experimental study of embedding approaches targeting a binary sentiment classification of user reviews in Brazilian Portuguese. This study includes from classical (Bag-of-Words) to state-of-the-art (Transformer-based) NLP models. The methods are evaluated with five open-source databases with pre-defined data partitions made available in an open digital repository to encourage reproducibility. The Fine-tuned TLMs achieved the best results for all cases, being followed by the Feature-based TLM, LSTM, and CNN, with alternate ranks, depending on the database under analysis.

我们在数字世界中采取的每一步都会落后于我们行为的记录;数字足迹。研究表明，算法可以将这些数字足迹转化为精确的心理特征估计，包括人格特质，心理健康或情报。然而，AI产生这些见解的机制通常保持不透明。在本文中，我们展示了如何解释AI（XAI）可以帮助域专家和数据主体验证，问题和改进分类数字足迹的心理特征的模型。我们在来自金融交易数据的大五个人格预测（特征和方面）的范围内，详细说明了两个流行的XAI方法（规则提取和反事实解释）（n = 6,408）。首先，我们展示了全球规则提取在模型中标识的消费模式中如何阐明了最重要的人格，并讨论这些规则如何用于解释，验证和改进模型。其次，我们实施当地规则提取，以表明，由于其独特的财务行为，个人分配给个性课程，并且模型的预测信心与促进预测的特征数量之间存在积极的联系。我们的实验突出了全球和本地XAI方法的重要性。通过更好地了解预测模型如何工作，以及他们如何获得特定人的结果，Xai促进了一个世界的问责制，其中AI影响了世界各地数十亿人的生命。