29 citations · 36 across the 3 of their papers we have counts for
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cs.LG2021★ 2 cited
Contextual Bandit Applications in Customer Support Bot
Sandra Sajeev, Jade Huang, Nikos Karampatziakis +3
Virtual support agents have grown in popularity as a way for businesses to provide better and more accessible customer service. Some challenges in this domain include ambiguous use…
cs.LG2019★ 5 cited
Lessons from Contextual Bandit Learning in a Customer Support Bot
Nikos Karampatziakis, Sebastian Kochman, Jade Huang +3
In this work, we describe practical lessons we have learned from successfully using contextual bandits (CBs) to improve key business metrics of the Microsoft Virtual Agent for cust…