Touch Your Heart: A Tone-aware Chatbot for Customer Care on Social Media

CHI '18: CHI Conference on Human Factors in Computing Systems Montreal QC Canada April, 2018, pp. 1-12, 2018.

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Abstract:

Chatbot has become an important solution to rapidly increasing customer care demands on social media in recent years. However, current work on chatbot for customer care ignores a key to impact user experience - tones. In this work, we create a novel tone-aware chatbot that generates toned responses to user requests on social media. We fir...More

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