{"id":"https://openalex.org/W3116135188","doi":"https://doi.org/10.1007/978-3-030-65310-1_26","title":"ICS-Assist: Intelligent Customer Inquiry Resolution Recommendation in Online Customer Service for Large E-Commerce Businesses","display_name":"ICS-Assist: Intelligent Customer Inquiry Resolution Recommendation in Online Customer Service for Large E-Commerce Businesses","publication_year":2020,"publication_date":"2020-01-01","ids":{"openalex":"https://openalex.org/W3116135188","doi":"https://doi.org/10.1007/978-3-030-65310-1_26","mag":"3116135188"},"language":"en","primary_location":{"id":"doi:10.1007/978-3-030-65310-1_26","is_oa":false,"landing_page_url":"https://doi.org/10.1007/978-3-030-65310-1_26","pdf_url":null,"source":{"id":"https://openalex.org/S106296714","display_name":"Lecture notes in computer science","issn_l":"0302-9743","issn":["0302-9743","1611-3349"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310319900","host_organization_name":"Springer Science+Business Media","host_organization_lineage":["https://openalex.org/P4310319900","https://openalex.org/P4310319965"],"host_organization_lineage_names":["Springer Science+Business Media","Springer Nature"],"type":"book series"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Lecture Notes in Computer Science","raw_type":"book-chapter"},"type":"conference-paper","indexed_in":["crossref"],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5035496267","display_name":"Min Fu","orcid":"https://orcid.org/0000-0002-1557-0810"},"institutions":[{"id":"https://openalex.org/I45928872","display_name":"Alibaba Group (China)","ror":"https://ror.org/00k642b80","country_code":"CN","type":"company","lineage":["https://openalex.org/I45928872"]},{"id":"https://openalex.org/I99043593","display_name":"Macquarie University","ror":"https://ror.org/01sf06y89","country_code":"AU","type":"education","lineage":["https://openalex.org/I99043593"]}],"countries":["AU","CN"],"is_corresponding":false,"raw_author_name":"Min Fu","raw_affiliation_strings":["Alibaba Group, Hangzhou, China","Macquarie University, Sydney, Australia"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Alibaba Group, Hangzhou, China","institution_ids":["https://openalex.org/I45928872"]},{"raw_affiliation_string":"Macquarie University, Sydney, Australia","institution_ids":["https://openalex.org/I99043593"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5062532231","display_name":"Jiwei Guan","orcid":"https://orcid.org/0000-0002-9290-3308"},"institutions":[{"id":"https://openalex.org/I99043593","display_name":"Macquarie University","ror":"https://ror.org/01sf06y89","country_code":"AU","type":"education","lineage":["https://openalex.org/I99043593"]}],"countries":["AU"],"is_corresponding":false,"raw_author_name":"Jiwei Guan","raw_affiliation_strings":["Macquarie University, Sydney, Australia"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Macquarie University, Sydney, Australia","institution_ids":["https://openalex.org/I99043593"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5081182489","display_name":"Xi Zheng","orcid":"https://orcid.org/0000-0002-2572-2355"},"institutions":[{"id":"https://openalex.org/I99043593","display_name":"Macquarie University","ror":"https://ror.org/01sf06y89","country_code":"AU","type":"education","lineage":["https://openalex.org/I99043593"]}],"countries":["AU"],"is_corresponding":false,"raw_author_name":"Xi Zheng","raw_affiliation_strings":["Macquarie University, Sydney, Australia"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Macquarie University, Sydney, Australia","institution_ids":["https://openalex.org/I99043593"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5100620310","display_name":"Jie Zhou","orcid":"https://orcid.org/0000-0003-2094-4255"},"institutions":[{"id":"https://openalex.org/I45928872","display_name":"Alibaba Group (China)","ror":"https://ror.org/00k642b80","country_code":"CN","type":"company","lineage":["https://openalex.org/I45928872"]}],"countries":["CN"],"is_corresponding":false,"raw_author_name":"Jie Zhou","raw_affiliation_strings":["Alibaba Group, Hangzhou, China"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Alibaba Group, Hangzhou, China","institution_ids":["https://openalex.org/I45928872"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5061888850","display_name":"Jianchao Lu","orcid":"https://orcid.org/0000-0003-0788-1448"},"institutions":[{"id":"https://openalex.org/I99043593","display_name":"Macquarie University","ror":"https://ror.org/01sf06y89","country_code":"AU","type":"education","lineage":["https://openalex.org/I99043593"]}],"countries":["AU"],"is_corresponding":false,"raw_author_name":"Jianchao Lu","raw_affiliation_strings":["Macquarie University, Sydney, Australia"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Macquarie University, Sydney, Australia","institution_ids":["https://openalex.org/I99043593"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5100437457","display_name":"Tianyi Zhang","orcid":"https://orcid.org/0000-0002-8998-3837"},"institutions":[{"id":"https://openalex.org/I2801851002","display_name":"Harvard University Press","ror":"https://ror.org/006v7bf86","country_code":"US","type":"other","lineage":["https://openalex.org/I136199984","https://openalex.org/I2801851002"]}],"countries":["US"],"is_corresponding":false,"raw_author_name":"Tianyi Zhang","raw_affiliation_strings":["Harvard University, Cambridge, MA, USA"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Harvard University, Cambridge, MA, USA","institution_ids":["https://openalex.org/I2801851002"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5032638574","display_name":"Shoujie Zhuo","orcid":null},"institutions":[{"id":"https://openalex.org/I45928872","display_name":"Alibaba Group (China)","ror":"https://ror.org/00k642b80","country_code":"CN","type":"company","lineage":["https://openalex.org/I45928872"]}],"countries":["CN"],"is_corresponding":false,"raw_author_name":"Shoujie Zhuo","raw_affiliation_strings":["Alibaba Group, Hangzhou, China"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Alibaba Group, Hangzhou, China","institution_ids":["https://openalex.org/I45928872"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5079090213","display_name":"Lijun Zhan","orcid":null},"institutions":[{"id":"https://openalex.org/I45928872","display_name":"Alibaba Group (China)","ror":"https://ror.org/00k642b80","country_code":"CN","type":"company","lineage":["https://openalex.org/I45928872"]}],"countries":["CN"],"is_corresponding":false,"raw_author_name":"Lijun Zhan","raw_affiliation_strings":["Alibaba Group, Hangzhou, China"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Alibaba Group, Hangzhou, China","institution_ids":["https://openalex.org/I45928872"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5009644404","display_name":"Jian Yang","orcid":"https://orcid.org/0000-0002-4408-1952"},"institutions":[{"id":"https://openalex.org/I99043593","display_name":"Macquarie University","ror":"https://ror.org/01sf06y89","country_code":"AU","type":"education","lineage":["https://openalex.org/I99043593"]}],"countries":["AU"],"is_corresponding":false,"raw_author_name":"Jian Yang","raw_affiliation_strings":["Macquarie University, Sydney, Australia"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Macquarie University, Sydney, Australia","institution_ids":["https://openalex.org/I99043593"]}]}],"institutions":[],"countries_distinct_count":3,"institutions_distinct_count":3,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":{"value":5000,"currency":"EUR","value_usd":5392},"apc_paid":null,"fwci":null,"has_fulltext":false,"cited_by_count":5,"citation_normalized_percentile":null,"cited_by_percentile_year":null,"biblio":{"volume":null,"issue":null,"first_page":"370","last_page":"385"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T12384","display_name":"Customer churn and segmentation","score":0.9976999759674072,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T12384","display_name":"Customer churn and segmentation","score":0.9976999759674072,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10203","display_name":"Recommender Systems and Techniques","score":0.9965999722480774,"subfield":{"id":"https://openalex.org/subfields/1710","display_name":"Information Systems"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}},{"id":"https://openalex.org/T10664","display_name":"Sentiment Analysis and Opinion Mining","score":0.9957000017166138,"subfield":{"id":"https://openalex.org/subfields/1702","display_name":"Artificial Intelligence"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.7236465811729431},{"id":"https://openalex.org/keywords/customer-service","display_name":"Customer service","score":0.6565464735031128},{"id":"https://openalex.org/keywords/service","display_name":"Service (business)","score":0.48219648003578186},{"id":"https://openalex.org/keywords/resolution","display_name":"Resolution (logic)","score":0.4627639651298523},{"id":"https://openalex.org/keywords/customer-intelligence","display_name":"Customer intelligence","score":0.4334748387336731},{"id":"https://openalex.org/keywords/world-wide-web","display_name":"World Wide Web","score":0.4108668565750122},{"id":"https://openalex.org/keywords/customer-advocacy","display_name":"Customer advocacy","score":0.38648301362991333},{"id":"https://openalex.org/keywords/knowledge-management","display_name":"Knowledge management","score":0.3432333767414093},{"id":"https://openalex.org/keywords/service-quality","display_name":"Service quality","score":0.2712334096431732},{"id":"https://openalex.org/keywords/artificial-intelligence","display_name":"Artificial intelligence","score":0.17939743399620056},{"id":"https://openalex.org/keywords/marketing","display_name":"Marketing","score":0.166828453540802},{"id":"https://openalex.org/keywords/business","display_name":"Business","score":0.14384686946868896}],"concepts":[{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.7236465811729431},{"id":"https://openalex.org/C2984334869","wikidata":"https://www.wikidata.org/wiki/Q1060653","display_name":"Customer service","level":3,"score":0.6565464735031128},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.48219648003578186},{"id":"https://openalex.org/C138268822","wikidata":"https://www.wikidata.org/wiki/Q1051925","display_name":"Resolution (logic)","level":2,"score":0.4627639651298523},{"id":"https://openalex.org/C57660159","wikidata":"https://www.wikidata.org/wiki/Q5196460","display_name":"Customer intelligence","level":5,"score":0.4334748387336731},{"id":"https://openalex.org/C136764020","wikidata":"https://www.wikidata.org/wiki/Q466","display_name":"World Wide Web","level":1,"score":0.4108668565750122},{"id":"https://openalex.org/C31367271","wikidata":"https://www.wikidata.org/wiki/Q5196444","display_name":"Customer advocacy","level":4,"score":0.38648301362991333},{"id":"https://openalex.org/C56739046","wikidata":"https://www.wikidata.org/wiki/Q192060","display_name":"Knowledge management","level":1,"score":0.3432333767414093},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.2712334096431732},{"id":"https://openalex.org/C154945302","wikidata":"https://www.wikidata.org/wiki/Q11660","display_name":"Artificial intelligence","level":1,"score":0.17939743399620056},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.166828453540802},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.14384686946868896}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1007/978-3-030-65310-1_26","is_oa":false,"landing_page_url":"https://doi.org/10.1007/978-3-030-65310-1_26","pdf_url":null,"source":{"id":"https://openalex.org/S106296714","display_name":"Lecture notes in computer science","issn_l":"0302-9743","issn":["0302-9743","1611-3349"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310319900","host_organization_name":"Springer Science+Business Media","host_organization_lineage":["https://openalex.org/P4310319900","https://openalex.org/P4310319965"],"host_organization_lineage_names":["Springer Science+Business Media","Springer Nature"],"type":"book series"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Lecture Notes in Computer Science","raw_type":"book-chapter"}],"best_oa_location":null,"sustainable_development_goals":[],"awards":[],"funders":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":30,"referenced_works":["https://openalex.org/W1573178483","https://openalex.org/W1821462560","https://openalex.org/W2093962252","https://openalex.org/W2153579005","https://openalex.org/W2157881433","https://openalex.org/W2475334473","https://openalex.org/W2536015822","https://openalex.org/W2593833795","https://openalex.org/W2605350416","https://openalex.org/W2608787653","https://openalex.org/W2743289088","https://openalex.org/W2747909401","https://openalex.org/W2756386045","https://openalex.org/W2782157559","https://openalex.org/W2787560479","https://openalex.org/W2796193383","https://openalex.org/W2798456655","https://openalex.org/W2798972759","https://openalex.org/W2901465931","https://openalex.org/W2924902521","https://openalex.org/W2950813464","https://openalex.org/W2962739339","https://openalex.org/W2962985038","https://openalex.org/W2963341956","https://openalex.org/W2963615308","https://openalex.org/W2964118293","https://openalex.org/W2964121744","https://openalex.org/W2984469754","https://openalex.org/W3097991661","https://openalex.org/W3099023595"],"related_works":["https://openalex.org/W3013184534","https://openalex.org/W392435464","https://openalex.org/W2483231811","https://openalex.org/W2124748206","https://openalex.org/W2056522381","https://openalex.org/W2393045695","https://openalex.org/W2385901836","https://openalex.org/W4399096331","https://openalex.org/W4390893294","https://openalex.org/W2090704211"],"abstract_inverted_index":null,"counts_by_year":[{"year":2025,"cited_by_count":2},{"year":2023,"cited_by_count":1},{"year":2022,"cited_by_count":1},{"year":2021,"cited_by_count":1}],"updated_date":"2026-07-14T23:27:15.235271","created_date":"2025-10-10T00:00:00"}
