DataFunTalk
Jun 1, 2020 · Artificial Intelligence
Emotion Analysis Techniques in Alibaba's Intelligent Customer Service System
This article presents a comprehensive overview of emotion analysis technologies employed in Alibaba's intelligent customer service platform, detailing models for user emotion detection, emotional response generation, service quality inspection, satisfaction prediction, and intelligent human‑agent handoff, along with experimental results and future research directions.
AI modelsIntelligent Customer ServiceNatural Language Processing
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