An Emotional Comfort Framework for Improving User Satisfaction in E-Commerce Customer Service Chatbots

Shuangyong Song; Chao Wang; Haiqing Chen; Huan Chen

doi:10.18653/v1/2021.naacl-industry.17

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JOURNAL ARTICLE

An Emotional Comfort Framework for Improving User Satisfaction in E-Commerce Customer Service Chatbots

Shuangyong Song Chao Wang Haiqing Chen Huan Chen

Year: 2021 Pages: 130-137

DOI: 10.18653/v1/2021.naacl-industry.17

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Abstract

Shuangyong Song, Chao Wang, Haiqing Chen, Huan Chen. Proceedings of the 2021 Conference of the North American Chapter of the Association for Computational Linguistics: Human Language Technologies: Industry Papers. 2021.

Keywords:

Customer satisfaction Computer science Customer service E-commerce Service (business) Human–computer interaction Chatbot Knowledge management World Wide Web Business Marketing

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1.13

FWCI (Field Weighted Citation Impact)

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0.82

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Is in top 1%

Is in top 10%

Citation History

Topics

AI in Service Interactions

Physical Sciences → Computer Science → Artificial Intelligence

Sentiment Analysis and Opinion Mining

Physical Sciences → Computer Science → Artificial Intelligence

Emotion and Mood Recognition

Social Sciences → Psychology → Experimental and Cognitive Psychology

An Emotional Comfort Framework for Improving User Satisfaction in E-Commerce Customer Service Chatbots

Abstract

Metrics

Citation History

Topics

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