Automating Customer Experience Agents’ Evaluation with Natural Language Processing

Autores
García Aramouni, Nicolás; Pelli, Nahuel; Soules, Lucas; De Antonio, Julieta; Nosetti, Ines; Cazorla, Juan; Fraguas, Pedro
Año de publicación
2022
Idioma
español castellano
Tipo de recurso
documento de conferencia
Estado
versión publicada
Descripción
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
Materia
Ciencias Informáticas
Natural Language Processing
Customer Experience
Nivel de accesibilidad
acceso abierto
Condiciones de uso
http://creativecommons.org/licenses/by-nc-sa/4.0/
Repositorio
SEDICI (UNLP)
Institución
Universidad Nacional de La Plata
OAI Identificador
oai:sedici.unlp.edu.ar:10915/151592
Acceder
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spelling Automating Customer Experience Agents’ Evaluation with Natural Language ProcessingGarcía Aramouni, NicolásPelli, NahuelSoules, LucasDe Antonio, JulietaNosetti, InesCazorla, JuanFraguas, PedroCiencias InformáticasNatural Language ProcessingCustomer ExperienceThe 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 Operativa2022-10info:eu-repo/semantics/conferenceObjectinfo:eu-repo/semantics/publishedVersionObjeto de conferenciahttp://purl.org/coar/resource_type/c_5794info:ar-repo/semantics/documentoDeConferenciaapplication/pdf66-69http://sedici.unlp.edu.ar/handle/10915/151592spainfo:eu-repo/semantics/altIdentifier/url/https://publicaciones.sadio.org.ar/index.php/JAIIO/article/download/251/209info:eu-repo/semantics/altIdentifier/issn/2451-7496info:eu-repo/semantics/openAccesshttp://creativecommons.org/licenses/by-nc-sa/4.0/Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International (CC BY-NC-SA 4.0)reponame:SEDICI (UNLP)instname:Universidad Nacional de La Platainstacron:UNLP2025-09-03T11:11:05Zoai:sedici.unlp.edu.ar:10915/151592Institucionalhttp://sedici.unlp.edu.ar/Universidad públicaNo correspondehttp://sedici.unlp.edu.ar/oai/snrdalira@sedici.unlp.edu.arArgentinaNo correspondeNo correspondeNo correspondeopendoar:13292025-09-03 11:11:05.674SEDICI (UNLP) - Universidad Nacional de La Platafalse
dc.title.none.fl_str_mv Automating Customer Experience Agents’ Evaluation with Natural Language Processing
title Automating Customer Experience Agents’ Evaluation with Natural Language Processing
spellingShingle Automating Customer Experience Agents’ Evaluation with Natural Language Processing
García Aramouni, Nicolás
Ciencias Informáticas
Natural Language Processing
Customer Experience
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
dc.creator.none.fl_str_mv García Aramouni, Nicolás
Pelli, Nahuel
Soules, Lucas
De Antonio, Julieta
Nosetti, Ines
Cazorla, Juan
Fraguas, Pedro
author García Aramouni, Nicolás
author_facet García Aramouni, Nicolás
Pelli, Nahuel
Soules, Lucas
De Antonio, Julieta
Nosetti, Ines
Cazorla, Juan
Fraguas, Pedro
author_role author
author2 Pelli, Nahuel
Soules, Lucas
De Antonio, Julieta
Nosetti, Ines
Cazorla, Juan
Fraguas, Pedro
author2_role author
author
author
author
author
author
dc.subject.none.fl_str_mv Ciencias Informáticas
Natural Language Processing
Customer Experience
topic Ciencias Informáticas
Natural Language Processing
Customer Experience
dc.description.none.fl_txt_mv 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
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.
publishDate 2022
dc.date.none.fl_str_mv 2022-10
dc.type.none.fl_str_mv info:eu-repo/semantics/conferenceObject
info:eu-repo/semantics/publishedVersion
Objeto de conferencia
http://purl.org/coar/resource_type/c_5794
info:ar-repo/semantics/documentoDeConferencia
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status_str publishedVersion
dc.identifier.none.fl_str_mv http://sedici.unlp.edu.ar/handle/10915/151592
url http://sedici.unlp.edu.ar/handle/10915/151592
dc.language.none.fl_str_mv spa
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dc.relation.none.fl_str_mv info:eu-repo/semantics/altIdentifier/url/https://publicaciones.sadio.org.ar/index.php/JAIIO/article/download/251/209
info:eu-repo/semantics/altIdentifier/issn/2451-7496
dc.rights.none.fl_str_mv info:eu-repo/semantics/openAccess
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eu_rights_str_mv openAccess
rights_invalid_str_mv http://creativecommons.org/licenses/by-nc-sa/4.0/
Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International (CC BY-NC-SA 4.0)
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repository.name.fl_str_mv SEDICI (UNLP) - Universidad Nacional de La Plata
repository.mail.fl_str_mv alira@sedici.unlp.edu.ar
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