254 citations · 267 across the 4 of their papers we have counts for
4 papers
A Nonparametric Contextual Bandit with Arm-level Eligibility Control for Customer Service Routing
Ruofeng Wen, Wenjun Zeng, Yi Liu
Amazon Customer Service provides real-time support for millions of customer contacts every year. While bot-resolver helps automate some traffic, we still see high demand for human…
Turn-level Dialog Evaluation with Dialog-level Weak Signals for Bot-Human Hybrid Customer Service Systems
Ruofeng Wen
We developed a machine learning approach that quantifies multiple aspects of the success or values in Customer Service contacts, at anytime during the interaction. Specifically, th…
Deep Generative Quantile-Copula Models for Probabilistic Forecasting
Ruofeng Wen, Kari Torkkola
We introduce a new category of multivariate conditional generative models and demonstrate its performance and versatility in probabilistic time series forecasting and simulation. S…
A Multi-Horizon Quantile Recurrent Forecaster
Ruofeng Wen, Kari Torkkola, Balakrishnan Narayanaswamy +1
We propose a framework for general probabilistic multi-step time series regression. Specifically, we exploit the expressiveness and temporal nature of Sequence-to-Sequence Neural N…