EMNLP 2020
Conference paper

Conversational document prediction to assist customer care agents


A frequent pattern in customer care conversations is the agents responding with appropriate webpage URLs that address users' needs. We study the task of predicting the documents that customer care agents can use to facilitate users' needs. We also introduce a new public dataset which supports the aforementioned problem. Using this dataset and two others, we investigate state-of-the-art deep learning (DL) and information retrieval (IR) models for the task. We also analyze the practicality of such systems in terms of inference time complexity. Our results show that an hybrid IR+DL approach provides the best of both worlds.