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

Shuangyong SongChao WangHaiqing ChenHuan Chen
Published in: NAACL-HLT (Industry Papers) (2021)
Keyphrases
  • user satisfaction
  • customer service
  • customer satisfaction
  • information systems
  • markov chain
  • electronic commerce
  • statistically significant
  • knowledge sharing
  • conceptual framework
  • service quality