{"id":"https://openalex.org/W4391306781","doi":"https://doi.org/10.1109/smc53992.2023.10394182","title":"Towards Intelligent Training Systems for Customer Service","display_name":"Towards Intelligent Training Systems for Customer Service","publication_year":2023,"publication_date":"2023-10-01","ids":{"openalex":"https://openalex.org/W4391306781","doi":"https://doi.org/10.1109/smc53992.2023.10394182"},"language":"en","primary_location":{"id":"doi:10.1109/smc53992.2023.10394182","is_oa":false,"landing_page_url":"https://doi.org/10.1109/smc53992.2023.10394182","pdf_url":null,"source":null,"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"2023 IEEE International Conference on Systems, Man, and Cybernetics (SMC)","raw_type":"proceedings-article"},"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/A5087486098","display_name":"Shuangyong Song","orcid":"https://orcid.org/0000-0001-7465-1082"},"institutions":[{"id":"https://openalex.org/I4210136246","display_name":"China Telecom (China)","ror":"https://ror.org/03jgnzt20","country_code":"CN","type":"company","lineage":["https://openalex.org/I4210136246"]},{"id":"https://openalex.org/I4387153335","display_name":"China Telecom","ror":"https://ror.org/05p67dv18","country_code":null,"type":"company","lineage":["https://openalex.org/I4387153335"]}],"countries":["CN"],"is_corresponding":false,"raw_author_name":"Shuangyong Song","raw_affiliation_strings":["China Telecom Corporation Ltd., Data&AI Technology Company,Beijing,China"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"China Telecom Corporation Ltd., Data&AI Technology Company,Beijing,China","institution_ids":["https://openalex.org/I4210136246","https://openalex.org/I4387153335"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5101707300","display_name":"Shixuan Liu","orcid":"https://orcid.org/0000-0003-4780-3890"},"institutions":[{"id":"https://openalex.org/I118347636","display_name":"Australian National University","ror":"https://ror.org/019wvm592","country_code":"AU","type":"education","lineage":["https://openalex.org/I118347636"]}],"countries":["AU"],"is_corresponding":false,"raw_author_name":"Shixuan Liu","raw_affiliation_strings":["The Australian National University,Canberra,Australia","The Australian National University, Canberra, Australia"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"The Australian National University,Canberra,Australia","institution_ids":["https://openalex.org/I118347636"]},{"raw_affiliation_string":"The Australian National University, Canberra, Australia","institution_ids":["https://openalex.org/I118347636"]}]}],"institutions":[],"countries_distinct_count":2,"institutions_distinct_count":3,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":null,"has_fulltext":false,"cited_by_count":1,"citation_normalized_percentile":null,"cited_by_percentile_year":null,"biblio":{"volume":null,"issue":null,"first_page":"987","last_page":"992"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10028","display_name":"Topic Modeling","score":0.9944999814033508,"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"}},"topics":[{"id":"https://openalex.org/T10028","display_name":"Topic Modeling","score":0.9944999814033508,"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"}},{"id":"https://openalex.org/T12031","display_name":"Speech and dialogue systems","score":0.9854000210762024,"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"}},{"id":"https://openalex.org/T10679","display_name":"Service-Oriented Architecture and Web Services","score":0.9847999811172485,"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"}}],"keywords":[{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.7262901067733765},{"id":"https://openalex.org/keywords/service","display_name":"Service (business)","score":0.6291816234588623},{"id":"https://openalex.org/keywords/customer-service-assurance","display_name":"Customer Service Assurance","score":0.6174301505088806},{"id":"https://openalex.org/keywords/task","display_name":"Task (project management)","score":0.5822795033454895},{"id":"https://openalex.org/keywords/service-design","display_name":"Service design","score":0.5340432524681091},{"id":"https://openalex.org/keywords/service-level-objective","display_name":"Service level objective","score":0.5119715929031372},{"id":"https://openalex.org/keywords/service-delivery-framework","display_name":"Service delivery framework","score":0.5036725401878357},{"id":"https://openalex.org/keywords/service-quality","display_name":"Service quality","score":0.4752212166786194},{"id":"https://openalex.org/keywords/service-system","display_name":"Service system","score":0.42977476119995117},{"id":"https://openalex.org/keywords/knowledge-management","display_name":"Knowledge management","score":0.38395029306411743},{"id":"https://openalex.org/keywords/process-management","display_name":"Process management","score":0.35872966051101685},{"id":"https://openalex.org/keywords/engineering","display_name":"Engineering","score":0.13736671209335327},{"id":"https://openalex.org/keywords/systems-engineering","display_name":"Systems engineering","score":0.11573642492294312},{"id":"https://openalex.org/keywords/business","display_name":"Business","score":0.1140599250793457},{"id":"https://openalex.org/keywords/marketing","display_name":"Marketing","score":0.08481672406196594}],"concepts":[{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.7262901067733765},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.6291816234588623},{"id":"https://openalex.org/C61974975","wikidata":"https://www.wikidata.org/wiki/Q5196436","display_name":"Customer Service Assurance","level":5,"score":0.6174301505088806},{"id":"https://openalex.org/C2780451532","wikidata":"https://www.wikidata.org/wiki/Q759676","display_name":"Task (project management)","level":2,"score":0.5822795033454895},{"id":"https://openalex.org/C61063171","wikidata":"https://www.wikidata.org/wiki/Q532781","display_name":"Service design","level":4,"score":0.5340432524681091},{"id":"https://openalex.org/C16151460","wikidata":"https://www.wikidata.org/wiki/Q3480069","display_name":"Service level objective","level":5,"score":0.5119715929031372},{"id":"https://openalex.org/C68595000","wikidata":"https://www.wikidata.org/wiki/Q2274177","display_name":"Service delivery framework","level":3,"score":0.5036725401878357},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.4752212166786194},{"id":"https://openalex.org/C15587899","wikidata":"https://www.wikidata.org/wiki/Q7455812","display_name":"Service system","level":3,"score":0.42977476119995117},{"id":"https://openalex.org/C56739046","wikidata":"https://www.wikidata.org/wiki/Q192060","display_name":"Knowledge management","level":1,"score":0.38395029306411743},{"id":"https://openalex.org/C195094911","wikidata":"https://www.wikidata.org/wiki/Q14167904","display_name":"Process management","level":1,"score":0.35872966051101685},{"id":"https://openalex.org/C127413603","wikidata":"https://www.wikidata.org/wiki/Q11023","display_name":"Engineering","level":0,"score":0.13736671209335327},{"id":"https://openalex.org/C201995342","wikidata":"https://www.wikidata.org/wiki/Q682496","display_name":"Systems engineering","level":1,"score":0.11573642492294312},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.1140599250793457},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.08481672406196594}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1109/smc53992.2023.10394182","is_oa":false,"landing_page_url":"https://doi.org/10.1109/smc53992.2023.10394182","pdf_url":null,"source":null,"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"2023 IEEE International Conference on Systems, Man, and Cybernetics (SMC)","raw_type":"proceedings-article"}],"best_oa_location":null,"sustainable_development_goals":[],"awards":[],"funders":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":23,"referenced_works":["https://openalex.org/W2896457183","https://openalex.org/W2904327302","https://openalex.org/W2964092386","https://openalex.org/W2965373594","https://openalex.org/W2996428491","https://openalex.org/W3015322406","https://openalex.org/W3022988571","https://openalex.org/W3023584036","https://openalex.org/W3038103859","https://openalex.org/W3149392310","https://openalex.org/W3168700035","https://openalex.org/W3173854288","https://openalex.org/W3174116563","https://openalex.org/W4205671217","https://openalex.org/W4283813539","https://openalex.org/W4285164377","https://openalex.org/W4301106106","https://openalex.org/W4327652219","https://openalex.org/W4382318963","https://openalex.org/W4386336927","https://openalex.org/W6755207826","https://openalex.org/W6766673545","https://openalex.org/W6768021236"],"related_works":["https://openalex.org/W641722571","https://openalex.org/W1507972240","https://openalex.org/W2090977055","https://openalex.org/W2154017244","https://openalex.org/W2133079869","https://openalex.org/W2301887030","https://openalex.org/W2230507463","https://openalex.org/W2075467564","https://openalex.org/W2049269170","https://openalex.org/W2057936811"],"abstract_inverted_index":{"Customer":[0],"service":[1,11,18,35,67,88,109,118,122,136],"is":[2,13,48,147],"very":[3],"important":[4],"in":[5],"many":[6],"industrial":[7],"fields,":[8],"and":[9,26,89,102,107,120,138],"the":[10,43,73,81,116,121,132,139],"quality":[12,123],"most":[14],"essential.":[15],"However,":[16],"customer":[17,34,66,87],"practitioners":[19],"are":[20,99,112],"with":[21,129],"a":[22,32,57,103,108],"high":[23,58],"turnover":[24],"rate,":[25],"it":[27],"usually":[28],"takes":[29],"months":[30],"for":[31,65,86,115],"new":[33,46],"employee":[36],"to":[37,71,131,134],"be":[38,56,69],"an":[39,91],"experienced":[40,52],"one.":[41],"If":[42],"training":[44,63,85,95,119],"of":[45,83,93],"employees":[47],"conducted":[49],"by":[50],"other":[51],"employees,":[53],"there":[54],"will":[55],"resource":[59],"consumption.":[60],"Therefore,":[61],"intelligent":[62,84,94],"systems":[64],"can":[68],"designed":[70],"replace":[72],"manual":[74],"training.":[75],"In":[76],"this":[77,150],"paper,":[78],"we":[79],"define":[80],"task":[82],"propose":[90],"architecture":[92],"systems.":[96],"Dialogue":[97],"scripts":[98],"prepared":[100],"offline,":[101],"dialogue":[104],"simulation":[105],"module":[106,111],"evaluation":[110],"separately":[113],"intended":[114],"online":[117],"evaluation.":[124],"We":[125],"evaluate":[126],"state-of-the-art":[127],"models":[128],"respect":[130],"ability":[133],"provide":[135],"training,":[137],"experimental":[140],"results":[141],"show":[142],"that":[143],"our":[144],"proposed":[145],"system":[146],"effective":[148],"on":[149],"task.":[151]},"counts_by_year":[{"year":2025,"cited_by_count":1}],"updated_date":"2026-07-14T23:27:15.235271","created_date":"2025-10-10T00:00:00"}