@inproceedings{7fdcee1d13b0462c81d33919f88b36ad,
title = "Agent Assist through Conversation Analysis",
abstract = "Customer support agents play a crucial role as an interface between an organization and its end-users. We propose CAIRAA: Conversational Approach to Information Retrieval for Agent Assistance, to reduce the cognitive workload of support agents who engage with users through conversation systems. CAIRAA monitors an evolving conversation and recommends both responses and URLs of documents the agent can use in replies to their client. We combine traditional information retrieval (IR) approaches with more recent Deep Learning (DL) models to ensure high accuracy and efficient run-time performance in the deployed system.",
author = "Fadnis, \{Kshitij P.\} and Nathaniel Mills and Jatin Ganhotra and Haggai Roitman and Gaurav Pandey and Doron Cohen and Yosi Mass and Shai Erera and Chulaka Gunasekara and Danish Contractor and Patel, \{Siva Sankalp\} and Liao, \{Q. Vera\} and Sachindra Joshi and Lastras, \{Luis A.\} and David Konopnicki",
note = "Publisher Copyright: {\textcopyright} 2020 Association for Computational Linguistics.; 2020 System Demonstrations of the 2020 Conference on Empirical Methods in Natural Language Processing, EMNLP 2020 ; Conference date: 16-11-2020 Through 20-11-2020",
year = "2020",
month = jan,
day = "1",
language = "English",
series = "EMNLP 2020 - Conference on Empirical Methods in Natural Language Processing, Proceedings of Systems Demonstrations",
publisher = "Association for Computational Linguistics (ACL)",
pages = "151--157",
editor = "Qun Liu and David Schlangen",
booktitle = "EMNLP 2020 - Conference on Empirical Methods in Natural Language Processing, Proceedings of Systems Demonstrations",
address = "United States",
}