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 …

Recent development in NLP shows a strong trend towards refining pre-trained models with a
domain-specific dataset. This is especially the case for response generation where emotion …

Because of license restrictions, it often becomes impossible to strictly reproduce most
research results on Twitter data already a few months after the creation of the corpus. This …

This study introduces affect-as-information theory to the service encounter, integrates it with
the peak and end model of affect, and thereby shows that these dynamic customer and …

In the natural language processing community, open-domain conversational agents, also
known as chatbots, are gaining popularity. One of the difficulties is getting them to …

Emotion detection from online textual information is gaining more attention due to its
usefulness in understanding users' behaviors and their desires. This is driven by the large …

New technologies create and archive digital traces—records of people's behavior—that can
supplement and enrich psychological research. Digital traces offer psychological-science …

In this paper, we propose an effective deep learning framework for inducing courteous
behavior in customer care responses. The interaction between a customer and the customer …

Emotion modeling has always been intriguing to researchers, where detecting emotion is
highly focused and generating emotion is much less focused to date. Therefore, in this …

The interaction between a consumer and the customer service representative greatly
contributes to the overall customer experience. Therefore, to ensure customers' comfort and …