Touch Your Heart: A Tone-aware Chatbot for Customer Care on Social Media

@article{Hu2018TouchYH,
  title={Touch Your Heart: A Tone-aware Chatbot for Customer Care on Social Media},
  author={Tianran Hu and A. Xu and Z. Liu and Quanzeng You and Yufan Guo and V. Sinha and Jiebo Luo and R. Akkiraju},
  journal={Proceedings of the 2018 CHI Conference on Human Factors in Computing Systems},
  year={2018}
}
  • Tianran Hu, A. Xu, +5 authors R. Akkiraju
  • Published 2018
  • Computer Science
  • Proceedings of the 2018 CHI Conference on Human Factors in Computing Systems
  • 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 key to impact user experience - tones. In this work, we create a novel tone-aware chatbot that generates toned responses to user requests on social media. We first conduct a formative research, in which the effects of tones are studied. Significant and various influences of different tones on user experience are… CONTINUE READING
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