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cs.CL2025
REIC: RAG-Enhanced Intent Classification at Scale
Ziji Zhang, Michael Yang, Zhiyu Chen +6
Accurate intent classification is critical for efficient routing in customer service, ensuring customers are connected with the most suitable agents while reducing handling times a…
cs.CL2024
Uncovering Customer Issues through Topological Natural Language Analysis
Shu-Ting Pi, Sidarth Srinivasan, Yuying Zhu +2
E-commerce companies deal with a high volume of customer service requests daily. While a simple annotation system is often used to summarize the topics of customer contacts, thorou…