ICS-Assist: Intelligent Customer Inquiry Resolution Recommendation in Online Customer Service for Large E-Commerce Businesses.
Min FuJiwei GuanJames Xi ZhengJie ZhouJianchao LuTianyi ZhangShoujie ZhuoLijun ZhanJian YangPublished in: CoRR (2020)
Keyphrases
- customer service
- customer satisfaction
- customer loyalty
- electronic commerce
- customer behavior
- customer base
- online services
- customer data
- inventory control
- business models
- service quality
- electronic business
- customer preferences
- small and medium sized
- marketing strategies
- business strategy
- business world
- business transactions
- intelligent systems
- collaborative filtering
- real time
- customer support
- call center
- electronic markets
- recommendation systems
- knowledge building
- recommender systems