Automating Customer Experience Agents’ Evaluation with Natural Language Processing

The importance and relevance of online commerce in society have grown uninterruptedly over the last years, with people changing their purchasing habits. The COVID-19 pandemic significantly accelerated this adoption, as quarantines forced people to stay in their homes. Under this scenario, online sho...

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Autores principales: García Aramouni, Nicolás, Pelli, Nahuel, Soules, Lucas, De Antonio, Julieta, Nosetti, Ines, Cazorla, Juan, Fraguas, Pedro
Formato: Objeto de conferencia
Lenguaje:Español
Publicado: 2022
Materias:
Ciencias Informáticas
Natural Language Processing
Customer Experience
Acceso en línea:http://sedici.unlp.edu.ar/handle/10915/151592
https://publicaciones.sadio.org.ar/index.php/JAIIO/article/download/251/209
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SEDICI (UNLP) de Universidad Nacional de La Plata
id I19-R120-10915-151592
record_format dspace
spelling I19-R120-10915-1515922023-05-03T19:59:46Z http://sedici.unlp.edu.ar/handle/10915/151592 https://publicaciones.sadio.org.ar/index.php/JAIIO/article/download/251/209 issn:2451-7496 Automating Customer Experience Agents’ Evaluation with Natural Language Processing García Aramouni, Nicolás Pelli, Nahuel Soules, Lucas De Antonio, Julieta Nosetti, Ines Cazorla, Juan Fraguas, Pedro 2022-10 2022 2023-04-17T18:54:23Z es Ciencias Informáticas Natural Language Processing Customer Experience The importance and relevance of online commerce in society have grown uninterruptedly over the last years, with people changing their purchasing habits. The COVID-19 pandemic significantly accelerated this adoption, as quarantines forced people to stay in their homes. Under this scenario, online shopping became a more convenient option, considering product availability, the possibility to compare prices and shipping options, and door-to-door delivery. With this, e-commerce retailers and marketplaces must give excellent customer service to their customers, especially in this context when most activities are returning to their pre-COVID levels and restrictions. To manage customers that have any kind of problem, digital marketplaces and retailers usually have a team of Customer Experience (CX) agents that interact, talk and answer clients’ questions and inquiries, avoiding any potential negative situations on three different channels: voice calls, e-mails, and chat messages. Sociedad Argentina de Informática e Investigación Operativa Objeto de conferencia Objeto de conferencia http://creativecommons.org/licenses/by-nc-sa/4.0/ Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International (CC BY-NC-SA 4.0) application/pdf 66-69
institution Universidad Nacional de La Plata
institution_str I-19
repository_str R-120
collection SEDICI (UNLP)
language Español
topic Ciencias Informáticas
Natural Language Processing
Customer Experience
spellingShingle Ciencias Informáticas
Natural Language Processing
Customer Experience
García Aramouni, Nicolás
Pelli, Nahuel
Soules, Lucas
De Antonio, Julieta
Nosetti, Ines
Cazorla, Juan
Fraguas, Pedro
Automating Customer Experience Agents’ Evaluation with Natural Language Processing
topic_facet Ciencias Informáticas
Natural Language Processing
Customer Experience
description The importance and relevance of online commerce in society have grown uninterruptedly over the last years, with people changing their purchasing habits. The COVID-19 pandemic significantly accelerated this adoption, as quarantines forced people to stay in their homes. Under this scenario, online shopping became a more convenient option, considering product availability, the possibility to compare prices and shipping options, and door-to-door delivery. With this, e-commerce retailers and marketplaces must give excellent customer service to their customers, especially in this context when most activities are returning to their pre-COVID levels and restrictions. To manage customers that have any kind of problem, digital marketplaces and retailers usually have a team of Customer Experience (CX) agents that interact, talk and answer clients’ questions and inquiries, avoiding any potential negative situations on three different channels: voice calls, e-mails, and chat messages.
format Objeto de conferencia
Objeto de conferencia
author García Aramouni, Nicolás
Pelli, Nahuel
Soules, Lucas
De Antonio, Julieta
Nosetti, Ines
Cazorla, Juan
Fraguas, Pedro
author_facet García Aramouni, Nicolás
Pelli, Nahuel
Soules, Lucas
De Antonio, Julieta
Nosetti, Ines
Cazorla, Juan
Fraguas, Pedro
author_sort García Aramouni, Nicolás
title Automating Customer Experience Agents’ Evaluation with Natural Language Processing
title_short Automating Customer Experience Agents’ Evaluation with Natural Language Processing
title_full Automating Customer Experience Agents’ Evaluation with Natural Language Processing
title_fullStr Automating Customer Experience Agents’ Evaluation with Natural Language Processing
title_full_unstemmed Automating Customer Experience Agents’ Evaluation with Natural Language Processing
title_sort automating customer experience agents’ evaluation with natural language processing
publishDate 2022
url http://sedici.unlp.edu.ar/handle/10915/151592
https://publicaciones.sadio.org.ar/index.php/JAIIO/article/download/251/209
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