# Advising Agent for Service-Providing Live-Chat Operators

arXiv: https://arxiv.org/abs/2105.03986 · HTML: https://mlsanity.com/paper/2105.03986/

## Key facts

- Cited by 1 papers in the map (data through 14 Oct 2026).
- Builds on 7 of its 63 references that are in the map.
- First posted on arXiv 9 May 2021.

## Builds on (most cited first, 7 of 7)

- [BERT: Pre-training of Deep Bidirectional Transformers for Language Understanding](https://mlsanity.com/paper/1810.04805/) (2018)
- [Learning Knowledge Bases with Parameters for Task-Oriented Dialogue Systems](https://mlsanity.com/paper/2009.13656/) (2020)
- [A Survey of Available Corpora for Building Data-Driven Dialogue Systems](https://mlsanity.com/paper/1512.05742/) (2015)
- [Time to Transfer: Predicting and Evaluating Machine-Human Chatting Handoff](https://mlsanity.com/paper/2012.07610/) (2020)
- [Staffing Call Centers with Uncertain Arrival Rates and Co-sourcing](https://mlsanity.com/paper/1404.2938/) (2014)
- [Generating Challenge Datasets for Task-Oriented Conversational Agents through Self-Play](https://mlsanity.com/paper/1910.07357/) (2019)
- [Human-Agent Decision-making: Combining Theory and Practice](https://mlsanity.com/paper/1606.07514/) (2016)

## Built on by (most cited first, 1 of 1)

- [Efficient Customer Service Combining Human Operators and Virtual Agents](https://mlsanity.com/paper/2209.05226/) (2022)

## Abstract (arXiv)

Call centers, in which human operators attend clients using textual chat, are very common in modern e-commerce. Training enough skilled operators who are able to provide good service is a challenge. We suggest an algorithm and a method to train and implement an assisting agent that provides on-line advice to operators while they attend clients. The agent is domain-independent and can be introduced to new domains without major efforts in design, training and organizing structured knowledge of the professional discipline. We demonstrate the applicability of the system in an experiment that realizes its full life-cycle on a specific domain and analyze its capabilities.