{"id":"https://openalex.org/W3042688411","doi":"https://doi.org/10.1145/3405755.3406173","title":"Unveiling Practices and Challenges of Machine Teachers of Customer Service Conversational Systems","display_name":"Unveiling Practices and Challenges of Machine Teachers of Customer Service Conversational Systems","publication_year":2020,"publication_date":"2020-07-13","ids":{"openalex":"https://openalex.org/W3042688411","doi":"https://doi.org/10.1145/3405755.3406173","mag":"3042688411"},"language":"en","primary_location":{"id":"doi:10.1145/3405755.3406173","is_oa":false,"landing_page_url":"https://doi.org/10.1145/3405755.3406173","pdf_url":null,"source":null,"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Proceedings of the 2nd Conference on Conversational User Interfaces","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/A5057612173","display_name":"Helo\u00edsa Candello","orcid":"https://orcid.org/0000-0002-0365-8057"},"institutions":[],"countries":[],"is_corresponding":true,"raw_author_name":"Heloisa Candello","raw_affiliation_strings":["IBM Research"],"affiliations":[{"raw_affiliation_string":"IBM Research","institution_ids":[]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5032291051","display_name":"Mairieli Wessel","orcid":"https://orcid.org/0000-0001-8619-726X"},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Mairieli Wessel","raw_affiliation_strings":["IBM Research"],"affiliations":[{"raw_affiliation_string":"IBM Research","institution_ids":[]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5019048636","display_name":"Cl\u00e1udio Pinhanez","orcid":"https://orcid.org/0000-0001-6715-1290"},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Claudio Pinhanez","raw_affiliation_strings":["IBM Research"],"affiliations":[{"raw_affiliation_string":"IBM Research","institution_ids":[]}]}],"institutions":[],"countries_distinct_count":0,"institutions_distinct_count":3,"corresponding_author_ids":["https://openalex.org/A5057612173"],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":0.3977,"has_fulltext":false,"cited_by_count":5,"citation_normalized_percentile":{"value":0.68254245,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":89,"max":96},"biblio":{"volume":null,"issue":null,"first_page":"1","last_page":"2"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T12128","display_name":"AI in Service Interactions","score":0.9980000257492065,"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/T12128","display_name":"AI in Service Interactions","score":0.9980000257492065,"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/T10653","display_name":"Robot Manipulation and Learning","score":0.9934999942779541,"subfield":{"id":"https://openalex.org/subfields/2207","display_name":"Control and Systems Engineering"},"field":{"id":"https://openalex.org/fields/22","display_name":"Engineering"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}},{"id":"https://openalex.org/T10709","display_name":"Social Robot Interaction and HRI","score":0.975600004196167,"subfield":{"id":"https://openalex.org/subfields/3207","display_name":"Social Psychology"},"field":{"id":"https://openalex.org/fields/32","display_name":"Psychology"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.6969244480133057},{"id":"https://openalex.org/keywords/customer-service","display_name":"Customer service","score":0.6950880289077759},{"id":"https://openalex.org/keywords/set","display_name":"Set (abstract data type)","score":0.6364812850952148},{"id":"https://openalex.org/keywords/conjunction","display_name":"Conjunction (astronomy)","score":0.5529226064682007},{"id":"https://openalex.org/keywords/service","display_name":"Service (business)","score":0.5449683666229248},{"id":"https://openalex.org/keywords/domain","display_name":"Domain (mathematical analysis)","score":0.5078049302101135},{"id":"https://openalex.org/keywords/psychological-intervention","display_name":"Psychological intervention","score":0.5051758885383606},{"id":"https://openalex.org/keywords/knowledge-management","display_name":"Knowledge management","score":0.4494098722934723},{"id":"https://openalex.org/keywords/world-wide-web","display_name":"World Wide Web","score":0.43090540170669556},{"id":"https://openalex.org/keywords/multimedia","display_name":"Multimedia","score":0.4076384902000427},{"id":"https://openalex.org/keywords/human\u2013computer-interaction","display_name":"Human\u2013computer interaction","score":0.4060012996196747},{"id":"https://openalex.org/keywords/psychology","display_name":"Psychology","score":0.16811808943748474}],"concepts":[{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.6969244480133057},{"id":"https://openalex.org/C2984334869","wikidata":"https://www.wikidata.org/wiki/Q1060653","display_name":"Customer service","level":3,"score":0.6950880289077759},{"id":"https://openalex.org/C177264268","wikidata":"https://www.wikidata.org/wiki/Q1514741","display_name":"Set (abstract data type)","level":2,"score":0.6364812850952148},{"id":"https://openalex.org/C59656382","wikidata":"https://www.wikidata.org/wiki/Q191536","display_name":"Conjunction (astronomy)","level":2,"score":0.5529226064682007},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.5449683666229248},{"id":"https://openalex.org/C36503486","wikidata":"https://www.wikidata.org/wiki/Q11235244","display_name":"Domain (mathematical analysis)","level":2,"score":0.5078049302101135},{"id":"https://openalex.org/C27415008","wikidata":"https://www.wikidata.org/wiki/Q7256382","display_name":"Psychological intervention","level":2,"score":0.5051758885383606},{"id":"https://openalex.org/C56739046","wikidata":"https://www.wikidata.org/wiki/Q192060","display_name":"Knowledge management","level":1,"score":0.4494098722934723},{"id":"https://openalex.org/C136764020","wikidata":"https://www.wikidata.org/wiki/Q466","display_name":"World Wide Web","level":1,"score":0.43090540170669556},{"id":"https://openalex.org/C49774154","wikidata":"https://www.wikidata.org/wiki/Q131765","display_name":"Multimedia","level":1,"score":0.4076384902000427},{"id":"https://openalex.org/C107457646","wikidata":"https://www.wikidata.org/wiki/Q207434","display_name":"Human\u2013computer interaction","level":1,"score":0.4060012996196747},{"id":"https://openalex.org/C15744967","wikidata":"https://www.wikidata.org/wiki/Q9418","display_name":"Psychology","level":0,"score":0.16811808943748474},{"id":"https://openalex.org/C33923547","wikidata":"https://www.wikidata.org/wiki/Q395","display_name":"Mathematics","level":0,"score":0.0},{"id":"https://openalex.org/C162324750","wikidata":"https://www.wikidata.org/wiki/Q8134","display_name":"Economics","level":0,"score":0.0},{"id":"https://openalex.org/C121332964","wikidata":"https://www.wikidata.org/wiki/Q413","display_name":"Physics","level":0,"score":0.0},{"id":"https://openalex.org/C199360897","wikidata":"https://www.wikidata.org/wiki/Q9143","display_name":"Programming language","level":1,"score":0.0},{"id":"https://openalex.org/C118552586","wikidata":"https://www.wikidata.org/wiki/Q7867","display_name":"Psychiatry","level":1,"score":0.0},{"id":"https://openalex.org/C1276947","wikidata":"https://www.wikidata.org/wiki/Q333","display_name":"Astronomy","level":1,"score":0.0},{"id":"https://openalex.org/C136264566","wikidata":"https://www.wikidata.org/wiki/Q159810","display_name":"Economy","level":1,"score":0.0},{"id":"https://openalex.org/C134306372","wikidata":"https://www.wikidata.org/wiki/Q7754","display_name":"Mathematical analysis","level":1,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1145/3405755.3406173","is_oa":false,"landing_page_url":"https://doi.org/10.1145/3405755.3406173","pdf_url":null,"source":null,"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Proceedings of the 2nd Conference on Conversational User Interfaces","raw_type":"proceedings-article"}],"best_oa_location":null,"sustainable_development_goals":[{"id":"https://metadata.un.org/sdg/4","score":0.6299999952316284,"display_name":"Quality Education"}],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":6,"referenced_works":["https://openalex.org/W1985741044","https://openalex.org/W2080862045","https://openalex.org/W2080891326","https://openalex.org/W2738647029","https://openalex.org/W2991537901","https://openalex.org/W4249362117"],"related_works":["https://openalex.org/W1573992054","https://openalex.org/W1599690842","https://openalex.org/W2753053412","https://openalex.org/W2665157442","https://openalex.org/W3108840034","https://openalex.org/W4388169484","https://openalex.org/W2363259562","https://openalex.org/W3036937347","https://openalex.org/W3149224203","https://openalex.org/W2914339338"],"abstract_inverted_index":{"This":[0],"paper":[1],"describes":[2],"a":[3,89],"set":[4],"of":[5,14,31,66,91],"qualitative":[6],"interventions":[7],"which":[8],"aimed":[9,26],"to":[10,27,38,44,78],"unveil":[11],"the":[12,20,29,64,67,97],"challenges":[13,82,92],"teaching":[15,84],"conversational":[16,35],"machines":[17],"used":[18],"in":[19,47],"automatic":[21],"customer":[22],"service.":[23],"The":[24],"study":[25],"understand":[28,79],"activity":[30],"mapping":[32],"information":[33],"into":[34],"systems":[36],"platforms":[37],"create":[39],"chatbots":[40],"(text":[41],"or":[42],"voice-based)":[43],"attend":[45],"end-users":[46],"conjunction":[48],"with":[49,57,75],"call":[50],"centers.":[51],"We":[52,87],"interviewed":[53],"eleven":[54],"domain":[55],"experts":[56],"non-machine":[58],"learning":[59],"skills":[60],"responsible":[61],"for":[62,95],"curating":[63],"content":[65],"chatbots.":[68],"Additionally,":[69],"we":[70],"conducted":[71],"four":[72],"design":[73],"workshops":[74],"experienced":[76],"curators":[77],"deeper":[80],"their":[81],"when":[83],"novice":[85],"curators.":[86],"list":[88],"group":[90],"and":[93,101],"opportunities":[94],"improving":[96],"machine":[98],"teacher's":[99],"practices":[100],"supporting":[102],"decision":[103],"making":[104]},"counts_by_year":[{"year":2024,"cited_by_count":2},{"year":2023,"cited_by_count":1},{"year":2022,"cited_by_count":2}],"updated_date":"2025-11-06T03:46:38.306776","created_date":"2025-10-10T00:00:00"}
