Chatbots for CRM and Dialogue Management
In this chapter, we learn how to manage a dialogue relying on the discourse of its utterances. We show how a dialogue structure can be built from an initial utterance. After that, we introduce an imaginary discourse tree to address the problem of involvin
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Boris Galitsky
Artificial Intelligence for Customer Relationship Management Solving Customer Problems
Human–Computer Interaction Series Editors-in-Chief Desney Tan Microsoft Research, Redmond, WA, USA Jean Vanderdonckt Louvain School of Management, Université catholique de Louvain, Louvain-La-Neuve, Belgium
The Human–Computer Interaction Series, launched in 2004, publishes books that advance the science and technology of developing systems which are effective and satisfying for people in a wide variety of contexts. Titles focus on theoretical perspectives (such as formal approaches drawn from a variety of behavioural sciences), practical approaches (such as techniques for effectively integrating user needs in system development), and social issues (such as the determinants of utility, usability and acceptability). HCI is a multidisciplinary field and focuses on the human aspects in the development of computer technology. As technology becomes increasingly more pervasive the need to take a human-centred approach in the design and development of computer-based systems becomes ever more important. Titles published within the Human–Computer Interaction Series are included in Thomson Reuters’ Book Citation Index, The DBLP Computer Science Bibliography and The HCI Bibliography.
More information about this series at http://www.springer.com/series/6033
Boris Galitsky
Artificial Intelligence for Customer Relationship Management Solving Customer Problems
Boris Galitsky Oracle Labs Redwood Shores, CA, USA
ISSN 1571-5035 ISSN 2524-4477 (electronic) Human–Computer Interaction Series ISBN 978-3-030-61640-3 ISBN 978-3-030-61641-0 (eBook) https://doi.org/10.1007/978-3-030-61641-0 © The Editor(s) (if applicable) and The Author(s), under exclusive license to Springer Nature Switzerland AG 2021 This work is subject to copyright. All rights are solely and exclusively licensed by the Publisher, whether the whole or part of the material is concerned, specifically the rights of translation, reprinting, reuse of illustrations, recitation, broadcasting, reproduction on microfilms or in any other physical way, and transmission or information storage and retrieval, electronic adaptation, computer software, or by similar or dissimilar methodology now known or hereafter developed. The use of general descriptive names, registered names, trademarks, service marks, etc. in this publication does not imply, even in the absence of a specific statement, that such names are exempt from the relevant protective laws and regulations and therefore free for general use. The publisher, the authors and the editors are safe to assume that the advice and information in this book are believed to be true and accurate at the date of publication. Neither the publisher nor the authors or the editors give a warranty, expressed or implied, with respect to the material contained herein or for any errors or omissions that may have been made. The publisher remains neutral with regard to jurisdictional claims in published maps and institutional affiliations. Th
