Tracking Satisfaction States for Customer Satisfaction Prediction in E-commerce Service Chatbots.
Yang SunLiangqing WuShuangyong SongXiaoguang YuXiaodong HeGuohong FuPublished in: COLING (2022)
Keyphrases
- customer satisfaction
- service quality
- electronic commerce
- internet banking
- customer loyalty
- customer service
- user satisfaction
- online shopping
- service providers
- product design
- real time
- core competence
- customer support
- customer retention
- marketing strategies
- prediction model
- particle filter
- customer reviews
- information systems
- information quality
- competitive advantage