customer service

Real-Time Mitigation of Negative Emotion in Customer Care Calls EACL 2026 ChatMap: Mining Human Thought Processes for Customer Service Chatbots via Multi-Agent Collaboration ACL 2025 ECom-Bench: Can LLM Agent Resolve Real-World E-commerce Customer Support Issues? EMNLP 2025 LLM-Guided Lifecycle-Aware Clustering of Multi-Turn Customer Support Conversations IJCNLP 2025 Measure only what is measurable: towards conversation requirements for evaluating task-oriented dialogue systems ACL 2025 On Assigning Product and Software Codes to Customer Service Requests with Large Language Models EMNLP 2025 REIC: RAG-Enhanced Intent Classification at Scale EMNLP 2025 The Art of Tool Interface Design ACL 2025 icsPLMs: Exploring Pre-trained Language Models in Intelligent Customer Service (Student Abstract) AAAI 2024 TelBench: A Benchmark for Evaluating Telco-Specific Large Language Models EMNLP 2024 An Adaptive Layer to Leverage Both Domain and Task Specific Information from Scarce Data AAAI 2023 COnVoy: A Contact Center Operated Pipeline for Voice of Customer Discovery Interspeech 2023 Customer Service Combining Human Operators and Virtual Agents: A Call for Multidisciplinary AI Research AAAI 2023 DialogQAE: N-to-N Question Answer Pair Extraction from Customer Service Chatlog EMNLP 2023 RSVP: Customer Intent Detection via Agent Response Contrastive and Generative Pre-Training EMNLP 2023 TRAVEL: Tag-Aware Conversational FAQ Retrieval via Reinforcement Learning EMNLP 2023 CMCC: A Comprehensive and Large-Scale Human-Human Dataset for Dialogue Systems EMNLP 2022 Linguistic Elements of Engaging Customer Service Discourse on Social Media EMNLP 2022 A Million Tweets Are Worth a Few Points: Tuning Transformers for Customer Service Tasks NAACL 2021 CS-BERT: a pretrained model for customer service dialogues EMNLP 2021 CSDS: A Fine-Grained Chinese Dataset for Customer Service Dialogue Summarization EMNLP 2021 Dialog Router: Automated Dialog Transition via Multi-Task Learning AAAI 2021 Few-Shot Emotion Recognition in Conversation with Sequential Prototypical Networks EMNLP 2021 Pretrain-Finetune Based Training of Task-Oriented Dialogue Systems in a Real-World Setting NAACL 2021 Topic-Oriented Spoken Dialogue Summarization for Customer Service with Saliency-Aware Topic Modeling AAAI 2021