Bringing the State-of-the-Art to Customers: A Neural Agent Assistant Framework for Customer Service Support

• Published in: arXiv.org 2023-02
• Main Authors: Obadinma, Stephen, Faiza Khan Khattak, Wang, Shirley, Sidhom, Tania, Lau, Elaine, Robertson, Sean, Niu, Jingcheng, Au, Winnie, Alif Munim, Karthik Raja K Bhaskar, Bencheng Wei, Ren, Iris, Muhammad, Waqar, Li, Erin, Ishola, Bukola, Wang, Michael, Griffin, Tanner, Yu-Jia Shiah, Zhang, Sean X, Apponsah, Kwesi P, Patel, Kanishk, Narain, Jaswinder, Pandya, Deval, Zhu, Xiaodan, Rudzicz, Frank, Dolatabadi, Elham
• Format: Article
• Language: English
• Subjects: Customer services; Natural language processing; State of the art
• ISSN: 2331-8422

Building Agent Assistants that can help improve customer service support requires inputs from industry users and their customers, as well as knowledge about state-of-the-art Natural Language Processing (NLP) technology. We combine expertise from academia and industry to bridge the gap and build task/domain-specific Neural Agent Assistants (NAA) with three high-level components for: (1) Intent Identification, (2) Context Retrieval, and (3) Response Generation. In this paper, we outline the pipeline of the NAA's core system and also present three case studies in which three industry partners successfully adapt the framework to find solutions to their unique challenges. Our findings suggest that a collaborative process is instrumental in spurring the development of emerging NLP models for Conversational AI tasks in industry. The full reference implementation code and results are available at \url{https://github.com/VectorInstitute/NAA}