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Zhe Yang, Yi Huang, Yaqin Chen, Xiaoting Wu, Junlan Feng and Chao Deng
Controllable Text Generation (CTG) aims to modify the output of a Language Model (LM) to meet specific constraints. For example, in a customer service conversation, responses from the agent should ideally be soothing and address the user?s dissatisfactio...
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Gabriele Papadia, Massimo Pacella, Massimiliano Perrone and Vincenzo Giliberti
The paper deals with the analysis of conversation transcriptions between customers and agents in a call center of a customer care service. The objective is to support the analysis of text transcription of human-to-human conversations, to obtain reports o...
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Xin Tian, Ina Vertommen, Lydia Tsiami, Peter van Thienen and Sotirios Paraskevopoulos
Most water utilities have to handle a substantial number of customer complaints every year. Traditionally, complaints are handled by skilled staff who know how to identify primary issues, classify complaints, find solutions, and communicate with customer...
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Gabriele Papadia, Massimo Pacella and Vincenzo Giliberti
This paper focuses on the automatic analysis of conversation transcriptions in the call center of a customer care service. The goal is to recognize topics related to problems and complaints discussed in several dialogues between customers and agents. Our...
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Inda Premordia,Timea Gál
Pág. 49 - 57
The advent of Web 2.0 has encouraged restaurant customers to post online reviews, and oftentimes, not in favor of the company. When a service failure occurs, the customer may voice their complaints publicly online. The company, on the other hand, has the...
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Andrew Mwatetsera,Maxwell Sandada,Tinashe Chuchu,Eugine Tafadzwa Maziriri
Pág. 440 - 457
Consumer confidence is a crucial factor determining a bank's performance. This study examines the key success factors for increasing bank customer confidence in Zimbabwe. Three research objectives were set and explored using a quantitative survey approac...
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Derry Pramono Adi, Lukman Junaedi, Frismanda, Agustinus Bimo Gumelar, Andreas Agung Kristanto
Pág. 60 - 74
Initially, the goal of Machine Learning (ML) advancements is faster computation time and lower computation resources, while the curse of dimensionality burdens both computation time and resource. This paper describes the benefits of the Feature Selection...
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Singgih Darmawan,Retno Setyorini
Pág. p.241 - 254
Virtual Assistant Serina SMB Telkom's is the latest technology-based customer service launched by Telkom'sSMB National Admission. The Virtual Assistant who is familiarly called the Serina chatbot can serve questionsas well as complaints of students, new ...
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Dasep Suryanto
Pág. 236 - 247
Banking business is a service business that is based on the principle of trust so that the quality of service issues is a very decisive factor in the success of businesses managed by the company. The purpose of this study was to determine the effect of s...
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Army Justitia,Rini Semiati,Nadhila Ramadhini Ayuvinda
Pág. 85 - 92
Background: High number of complaints that have been filed about the performance of online taxi services has prompted research on customer satisfaction factor analysis. Substantial research has addressed customer satisfaction factors in online taxi servi...
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