2 papers
cs.AI2025
Redefining CX with Agentic AI: Minerva CQ Case Study
Garima Agrawal, Riccardo De Maria, Kiran Davuluri +5
Despite advances in AI for contact centers, customer experience (CX) continues to suffer from high average handling time (AHT), low first-call resolution, and poor customer satisfa…
cs.AI2025
CyberBOT: Towards Reliable Cybersecurity Education via Ontology-Grounded Retrieval Augmented Generation
Chengshuai Zhao, Riccardo De Maria, Tharindu Kumarage +7
Advancements in large language models (LLMs) have enabled the development of intelligent educational tools that support inquiry-based learning across technical domains. In cybersec…