• DOI:10.1145/3173574.3173989
Corpus ID: 3934714

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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