Breakdowns and Repairs. Detecting Patterns that Lead to Breakdowns in Customer Service Messages.

Anouck Braggaar

Breakdowns and Repairs. Detecting Patterns that Lead to Breakdowns in Customer Service Messages.

Anouck Braggaar

Communication and Cognition

Research output: Contribution to conference › Poster › Scientific › peer-review

Abstract

Many companies use dialogue systems for their customer service, and although there has been a rise in the usage of these systems (Costello and LoDolce, 2022), many of these systems still face challenges in comprehending and properly responding to the customer (Følstadet al., 2021). In our project we aim to figure out how to develop and improve these conversational agents. Part of this project (detailed in this paper) will focus on the detection of breakdown patterns and the possible solutions (repairs) to mitigate negative results of these errors.

Original language	English
Pages	26-29
Number of pages	4
Publication status	Published - Sept 2023
Event	Young Researchers' Roundtable on Spoken Dialogue Systems - Czechia, Prague Duration: 11 Sept 2023 → 12 Sept 2023 https://sites.google.com/view/yrrsds2023?pli=1

Workshop

Workshop	Young Researchers' Roundtable on Spoken Dialogue Systems
City	Prague
Period	11/09/23 → 12/09/23
Internet address	https://sites.google.com/view/yrrsds2023?pli=1

Access to Document

https://aclanthology.org/2023.yrrsds-1.9.pdf

Cite this

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title = "Breakdowns and Repairs. Detecting Patterns that Lead to Breakdowns in Customer Service Messages.",

abstract = "Many companies use dialogue systems for their customer service, and although there has been a rise in the usage of these systems (Costello and LoDolce, 2022), many of these systems still face challenges in comprehending and properly responding to the customer (F{\o}lstadet al., 2021). In our project we aim to figure out how to develop and improve these conversational agents. Part of this project (detailed in this paper) will focus on the detection of breakdown patterns and the possible solutions (repairs) to mitigate negative results of these errors.",

author = "Anouck Braggaar",

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language = "English",

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AU - Braggaar, Anouck

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N2 - Many companies use dialogue systems for their customer service, and although there has been a rise in the usage of these systems (Costello and LoDolce, 2022), many of these systems still face challenges in comprehending and properly responding to the customer (Følstadet al., 2021). In our project we aim to figure out how to develop and improve these conversational agents. Part of this project (detailed in this paper) will focus on the detection of breakdown patterns and the possible solutions (repairs) to mitigate negative results of these errors.

AB - Many companies use dialogue systems for their customer service, and although there has been a rise in the usage of these systems (Costello and LoDolce, 2022), many of these systems still face challenges in comprehending and properly responding to the customer (Følstadet al., 2021). In our project we aim to figure out how to develop and improve these conversational agents. Part of this project (detailed in this paper) will focus on the detection of breakdown patterns and the possible solutions (repairs) to mitigate negative results of these errors.

M3 - Poster

SP - 26

EP - 29

T2 - Young Researchers' Roundtable on Spoken Dialogue Systems

Y2 - 11 September 2023 through 12 September 2023

ER -

Breakdowns and Repairs. Detecting Patterns that Lead to Breakdowns in Customer Service Messages.

Abstract

Workshop

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