{"id":"https://openalex.org/W3035378772","doi":"https://doi.org/10.1145/3397271.3401414","title":"ServiceGroup: A Human-Machine Cooperation Solution for Group Chat Customer Service","display_name":"ServiceGroup: A Human-Machine Cooperation Solution for Group Chat Customer Service","publication_year":2020,"publication_date":"2020-07-25","ids":{"openalex":"https://openalex.org/W3035378772","doi":"https://doi.org/10.1145/3397271.3401414","mag":"3035378772"},"language":"en","primary_location":{"id":"doi:10.1145/3397271.3401414","is_oa":false,"landing_page_url":"https://doi.org/10.1145/3397271.3401414","pdf_url":null,"source":null,"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Proceedings of the 43rd International ACM SIGIR Conference on Research and Development in Information Retrieval","raw_type":"proceedings-article"},"type":"article","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/A5033918770","display_name":"Minghui Yang","orcid":"https://orcid.org/0000-0002-9412-7509"},"institutions":[{"id":"https://openalex.org/I4210090985","display_name":"Zhejiang Financial College","ror":"https://ror.org/00deghz86","country_code":"CN","type":"education","lineage":["https://openalex.org/I4210090985"]}],"countries":["CN"],"is_corresponding":true,"raw_author_name":"Minghui Yang","raw_affiliation_strings":["Ant Financial Services Group, Hangzhou, China"],"affiliations":[{"raw_affiliation_string":"Ant Financial Services Group, Hangzhou, China","institution_ids":["https://openalex.org/I4210090985"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5060758740","display_name":"Hengbin Cui","orcid":"https://orcid.org/0009-0006-0516-812X"},"institutions":[{"id":"https://openalex.org/I4210090985","display_name":"Zhejiang Financial College","ror":"https://ror.org/00deghz86","country_code":"CN","type":"education","lineage":["https://openalex.org/I4210090985"]}],"countries":["CN"],"is_corresponding":false,"raw_author_name":"Hengbin Cui","raw_affiliation_strings":["Ant Financial Services Group, Hangzhou, China"],"affiliations":[{"raw_affiliation_string":"Ant Financial Services Group, Hangzhou, China","institution_ids":["https://openalex.org/I4210090985"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5003340183","display_name":"Shaosheng Cao","orcid":"https://orcid.org/0000-0002-3795-8824"},"institutions":[{"id":"https://openalex.org/I4210090985","display_name":"Zhejiang Financial College","ror":"https://ror.org/00deghz86","country_code":"CN","type":"education","lineage":["https://openalex.org/I4210090985"]}],"countries":["CN"],"is_corresponding":false,"raw_author_name":"Shaosheng Cao","raw_affiliation_strings":["Ant Financial Services Group, Hangzhou, China"],"affiliations":[{"raw_affiliation_string":"Ant Financial Services Group, Hangzhou, China","institution_ids":["https://openalex.org/I4210090985"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5100659331","display_name":"Yafang Wang","orcid":null},"institutions":[{"id":"https://openalex.org/I4210090985","display_name":"Zhejiang Financial College","ror":"https://ror.org/00deghz86","country_code":"CN","type":"education","lineage":["https://openalex.org/I4210090985"]}],"countries":["CN"],"is_corresponding":false,"raw_author_name":"Yafang Wang","raw_affiliation_strings":["Ant Financial Services Group, Hangzhou, China"],"affiliations":[{"raw_affiliation_string":"Ant Financial Services Group, Hangzhou, China","institution_ids":["https://openalex.org/I4210090985"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5100371535","display_name":"Xiaolong Li","orcid":"https://orcid.org/0000-0001-7493-2650"},"institutions":[{"id":"https://openalex.org/I4210090985","display_name":"Zhejiang Financial College","ror":"https://ror.org/00deghz86","country_code":"CN","type":"education","lineage":["https://openalex.org/I4210090985"]}],"countries":["CN"],"is_corresponding":false,"raw_author_name":"Xiaolong Li","raw_affiliation_strings":["Ant Financial Services Group, Hangzhou, China"],"affiliations":[{"raw_affiliation_string":"Ant Financial Services Group, Hangzhou, China","institution_ids":["https://openalex.org/I4210090985"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":5,"corresponding_author_ids":["https://openalex.org/A5033918770"],"corresponding_institution_ids":["https://openalex.org/I4210090985"],"apc_list":null,"apc_paid":null,"fwci":0.8007,"has_fulltext":false,"cited_by_count":3,"citation_normalized_percentile":{"value":0.79747025,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":95,"max":97},"biblio":{"volume":null,"issue":null,"first_page":"2189","last_page":"2192"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10679","display_name":"Service-Oriented Architecture and Web Services","score":0.998199999332428,"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"}},"topics":[{"id":"https://openalex.org/T10679","display_name":"Service-Oriented Architecture and Web Services","score":0.998199999332428,"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/T10028","display_name":"Topic Modeling","score":0.9954000115394592,"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/T13083","display_name":"Advanced Text Analysis Techniques","score":0.9951000213623047,"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":0.7235758304595947},{"id":"https://openalex.org/keywords/instant-messaging","display_name":"Instant messaging","score":0.6155278086662292},{"id":"https://openalex.org/keywords/customer-service","display_name":"Customer service","score":0.5600592494010925},{"id":"https://openalex.org/keywords/service","display_name":"Service (business)","score":0.5105706453323364},{"id":"https://openalex.org/keywords/control","display_name":"Control (management)","score":0.41890838742256165},{"id":"https://openalex.org/keywords/knowledge-management","display_name":"Knowledge management","score":0.33403974771499634},{"id":"https://openalex.org/keywords/world-wide-web","display_name":"World Wide Web","score":0.29289841651916504},{"id":"https://openalex.org/keywords/artificial-intelligence","display_name":"Artificial intelligence","score":0.22814995050430298},{"id":"https://openalex.org/keywords/business","display_name":"Business","score":0.20175457000732422},{"id":"https://openalex.org/keywords/marketing","display_name":"Marketing","score":0.18431103229522705}],"concepts":[{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.7235758304595947},{"id":"https://openalex.org/C2985487447","wikidata":"https://www.wikidata.org/wiki/Q58199","display_name":"Instant messaging","level":2,"score":0.6155278086662292},{"id":"https://openalex.org/C2984334869","wikidata":"https://www.wikidata.org/wiki/Q1060653","display_name":"Customer service","level":3,"score":0.5600592494010925},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.5105706453323364},{"id":"https://openalex.org/C2775924081","wikidata":"https://www.wikidata.org/wiki/Q55608371","display_name":"Control (management)","level":2,"score":0.41890838742256165},{"id":"https://openalex.org/C56739046","wikidata":"https://www.wikidata.org/wiki/Q192060","display_name":"Knowledge management","level":1,"score":0.33403974771499634},{"id":"https://openalex.org/C136764020","wikidata":"https://www.wikidata.org/wiki/Q466","display_name":"World Wide Web","level":1,"score":0.29289841651916504},{"id":"https://openalex.org/C154945302","wikidata":"https://www.wikidata.org/wiki/Q11660","display_name":"Artificial intelligence","level":1,"score":0.22814995050430298},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.20175457000732422},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.18431103229522705}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1145/3397271.3401414","is_oa":false,"landing_page_url":"https://doi.org/10.1145/3397271.3401414","pdf_url":null,"source":null,"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Proceedings of the 43rd International ACM SIGIR Conference on Research and Development in Information Retrieval","raw_type":"proceedings-article"}],"best_oa_location":null,"sustainable_development_goals":[{"display_name":"Partnerships for the goals","id":"https://metadata.un.org/sdg/17","score":0.550000011920929}],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":11,"referenced_works":["https://openalex.org/W2064675550","https://openalex.org/W2166260704","https://openalex.org/W2171278097","https://openalex.org/W2339852062","https://openalex.org/W2608787653","https://openalex.org/W2740258984","https://openalex.org/W2786786595","https://openalex.org/W2896457183","https://openalex.org/W2933315720","https://openalex.org/W4236521339","https://openalex.org/W4252076394"],"related_works":["https://openalex.org/W2005010037","https://openalex.org/W2332337067","https://openalex.org/W2009410064","https://openalex.org/W4391259437","https://openalex.org/W2300707846","https://openalex.org/W2368047161","https://openalex.org/W2150416604","https://openalex.org/W4372324758","https://openalex.org/W2093029345","https://openalex.org/W4294161715"],"abstract_inverted_index":{"With":[0,83],"the":[1,30,62,66,84,90],"rapid":[2],"growth":[3],"of":[4,29,72,86,107,111,113],"B2B":[5],"(Business-to-Business),":[6],"how":[7],"to":[8,11,40],"efficiently":[9],"respond":[10],"various":[12],"customer":[13,23,37],"questions":[14,24],"is":[15,96],"becoming":[16],"an":[17],"important":[18],"issue.":[19],"In":[20],"this":[21],"scenario,":[22],"always":[25],"involve":[26],"many":[27],"aspects":[28],"products,":[31],"so":[32],"there":[33],"are":[34,59],"usually":[35],"multiple":[36],"service":[38],"agents":[39,56],"response":[41,91],"respectively.":[42],"To":[43],"improve":[44],"efficiency,":[45],"we":[46],"propose":[47],"a":[48,70],"human-machine":[49],"cooperation":[50],"solution":[51],"called":[52],"ServiceGroup,":[53,89],"where":[54],"relevant":[55],"and":[57,65,80],"customers":[58],"invited":[60],"into":[61],"same":[63],"group,":[64],"system":[67],"can":[68],"provide":[69],"series":[71],"intelligent":[73],"functions,":[74],"including":[75],"question":[76,78],"notification,":[77],"recommendation":[79],"knowledge":[81],"extraction.":[82],"assistance":[85],"our":[87,101],"developed":[88],"rate":[92],"within":[93],"15":[94],"minutes":[95],"improved":[97],"twice.":[98],"Until":[99],"now,":[100],"ServiceGroup":[102],"has":[103],"already":[104],"supported":[105],"thousands":[106],"enterprises":[108],"by":[109],"means":[110],"millions":[112],"groups":[114],"in":[115],"instant":[116],"messaging":[117],"softwares.":[118]},"counts_by_year":[{"year":2021,"cited_by_count":3}],"updated_date":"2025-11-06T03:46:38.306776","created_date":"2025-10-10T00:00:00"}