193 citations · 1.5k across the 86 of their papers we have counts for
4 papers · 1 filter
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…
Universal Model in Online Customer Service
Shu-Ting Pi, Cheng-Ping Hsieh, Qun Liu +1
Building machine learning models can be a time-consuming process that often takes several months to implement in typical business scenarios. To ensure consistent model performance…
Teacher-Student Learning on Complexity in Intelligent Routing
Shu-Ting Pi, Michael Yang, Yuying Zhu +1
Customer service is often the most time-consuming aspect for e-commerce websites, with each contact typically taking 10-15 minutes. Effectively routing customers to appropriate age…
Contact Complexity in Customer Service
Shu-Ting Pi, Michael Yang, Qun Liu
Customers who reach out for customer service support may face a range of issues that vary in complexity. Routing high-complexity contacts to junior agents can lead to multiple tran…