Bringing the State-of-the-Art to Customers: A Neural Agent Assistant Framework for Customer Service Support

1 code implementation • 7 Feb 2023 • Stephen Obadinma, Faiza Khan Khattak, Shirley Wang, Tania Sidhom, Elaine Lau, Sean Robertson, Jingcheng Niu, Winnie Au, Alif Munim, Karthik Raja K. Bhaskar, Bencheng Wei, Iris Ren, Waqar Muhammad, Erin Li, Bukola Ishola, Michael Wang, Griffin Tanner, Yu-Jia Shiah, Sean X. Zhang, Kwesi P. Apponsah, Kanishk Patel, Jaswinder Narain, Deval Pandya, Xiaodan Zhu, Frank Rudzicz, Elham Dolatabadi

Building Agent Assistants that can help improve customer service support requires inputs from industry users and their customers, as well as knowledge about state-of-the-art Natural Language Processing (NLP) technology.

Response Generation Retrieval

Effective user intent mining with unsupervised word representation models and topic modelling

no code implementations • 4 Sep 2021 • Bencheng Wei

Understanding the intent behind chat between customers and customer service agents has become a crucial problem nowadays due to an exponential increase in the use of the Internet by people from different cultures and educational backgrounds.

Offensive Language and Hate Speech Detection with Deep Learning and Transfer Learning

no code implementations • 6 Aug 2021 • Bencheng Wei, Jason Li, Ajay Gupta, Hafiza Umair, Atsu Vovor, Natalie Durzynski

Differentiating if a text message belongs to hate speech and offensive language is a key challenge in automatic detection of toxic text content.

Data Augmentation Hate Speech Detection +4