{"id":"https://openalex.org/W4367297372","doi":"https://doi.org/10.1145/3543873.3587630","title":"Universal Model in Online Customer Service","display_name":"Universal Model in Online Customer Service","publication_year":2023,"publication_date":"2023-04-28","ids":{"openalex":"https://openalex.org/W4367297372","doi":"https://doi.org/10.1145/3543873.3587630"},"language":"en","primary_location":{"id":"doi:10.1145/3543873.3587630","is_oa":true,"landing_page_url":"https://doi.org/10.1145/3543873.3587630","pdf_url":"https://dl.acm.org/doi/pdf/10.1145/3543873.3587630","source":null,"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Companion Proceedings of the ACM Web Conference 2023","raw_type":"proceedings-article"},"type":"preprint","indexed_in":["arxiv","crossref"],"open_access":{"is_oa":true,"oa_status":"gold","oa_url":"https://dl.acm.org/doi/pdf/10.1145/3543873.3587630","any_repository_has_fulltext":true},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5091357658","display_name":"Shu-Ting Pi","orcid":"https://orcid.org/0000-0003-2737-3969"},"institutions":[{"id":"https://openalex.org/I1311688040","display_name":"Amazon (United States)","ror":"https://ror.org/04mv4n011","country_code":"US","type":"company","lineage":["https://openalex.org/I1311688040"]}],"countries":["US"],"is_corresponding":false,"raw_author_name":"Shu-Ting Pi","raw_affiliation_strings":["Amazon, USA"],"raw_orcid":"https://orcid.org/0000-0003-2737-3969","affiliations":[{"raw_affiliation_string":"Amazon, USA","institution_ids":["https://openalex.org/I1311688040"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5073933434","display_name":"Cheng-Ping Hsieh","orcid":"https://orcid.org/0009-0004-5795-9113"},"institutions":[{"id":"https://openalex.org/I1311688040","display_name":"Amazon (United States)","ror":"https://ror.org/04mv4n011","country_code":"US","type":"company","lineage":["https://openalex.org/I1311688040"]}],"countries":["US"],"is_corresponding":false,"raw_author_name":"Cheng-Ping Hsieh","raw_affiliation_strings":["Amazon, USA"],"raw_orcid":"https://orcid.org/0009-0004-5795-9113","affiliations":[{"raw_affiliation_string":"Amazon, USA","institution_ids":["https://openalex.org/I1311688040"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5077846639","display_name":"Qun Liu","orcid":"https://orcid.org/0009-0001-9776-8985"},"institutions":[{"id":"https://openalex.org/I1311688040","display_name":"Amazon (United States)","ror":"https://ror.org/04mv4n011","country_code":"US","type":"company","lineage":["https://openalex.org/I1311688040"]}],"countries":["US"],"is_corresponding":false,"raw_author_name":"Qun Liu","raw_affiliation_strings":["Amazon, USA"],"raw_orcid":"https://orcid.org/0009-0001-9776-8985","affiliations":[{"raw_affiliation_string":"Amazon, USA","institution_ids":["https://openalex.org/I1311688040"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5005746909","display_name":"Yuying Zhu","orcid":"https://orcid.org/0009-0001-2279-4361"},"institutions":[{"id":"https://openalex.org/I1311688040","display_name":"Amazon (United States)","ror":"https://ror.org/04mv4n011","country_code":"US","type":"company","lineage":["https://openalex.org/I1311688040"]}],"countries":["US"],"is_corresponding":false,"raw_author_name":"Yuying Zhu","raw_affiliation_strings":["Amazon, USA"],"raw_orcid":"https://orcid.org/0009-0001-2279-4361","affiliations":[{"raw_affiliation_string":"Amazon, USA","institution_ids":["https://openalex.org/I1311688040"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":1,"corresponding_author_ids":[],"corresponding_institution_ids":["https://openalex.org/I1311688040"],"apc_list":null,"apc_paid":null,"fwci":0.6395,"has_fulltext":true,"cited_by_count":4,"citation_normalized_percentile":{"value":0.72034115,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":90,"max":97},"biblio":{"volume":null,"issue":null,"first_page":"878","last_page":"885"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T13083","display_name":"Advanced Text Analysis Techniques","score":0.9976000189781189,"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/T13083","display_name":"Advanced Text Analysis Techniques","score":0.9976000189781189,"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/T11550","display_name":"Text and Document Classification Technologies","score":0.9973000288009644,"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/T12016","display_name":"Web Data Mining and Analysis","score":0.9952999949455261,"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":0.7834208607673645},{"id":"https://openalex.org/keywords/retraining","display_name":"Retraining","score":0.7353947162628174},{"id":"https://openalex.org/keywords/process","display_name":"Process (computing)","score":0.602277934551239},{"id":"https://openalex.org/keywords/service","display_name":"Service (business)","score":0.5284521579742432},{"id":"https://openalex.org/keywords/customer-service","display_name":"Customer service","score":0.4700694680213928},{"id":"https://openalex.org/keywords/data-modeling","display_name":"Data modeling","score":0.46289506554603577},{"id":"https://openalex.org/keywords/machine-learning","display_name":"Machine learning","score":0.451471745967865},{"id":"https://openalex.org/keywords/statistical-model","display_name":"Statistical model","score":0.42450982332229614},{"id":"https://openalex.org/keywords/artificial-intelligence","display_name":"Artificial intelligence","score":0.38031497597694397},{"id":"https://openalex.org/keywords/database","display_name":"Database","score":0.2187950313091278}],"concepts":[{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.7834208607673645},{"id":"https://openalex.org/C2778712577","wikidata":"https://www.wikidata.org/wiki/Q3505966","display_name":"Retraining","level":2,"score":0.7353947162628174},{"id":"https://openalex.org/C98045186","wikidata":"https://www.wikidata.org/wiki/Q205663","display_name":"Process (computing)","level":2,"score":0.602277934551239},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.5284521579742432},{"id":"https://openalex.org/C2984334869","wikidata":"https://www.wikidata.org/wiki/Q1060653","display_name":"Customer service","level":3,"score":0.4700694680213928},{"id":"https://openalex.org/C67186912","wikidata":"https://www.wikidata.org/wiki/Q367664","display_name":"Data modeling","level":2,"score":0.46289506554603577},{"id":"https://openalex.org/C119857082","wikidata":"https://www.wikidata.org/wiki/Q2539","display_name":"Machine learning","level":1,"score":0.451471745967865},{"id":"https://openalex.org/C114289077","wikidata":"https://www.wikidata.org/wiki/Q3284399","display_name":"Statistical model","level":2,"score":0.42450982332229614},{"id":"https://openalex.org/C154945302","wikidata":"https://www.wikidata.org/wiki/Q11660","display_name":"Artificial intelligence","level":1,"score":0.38031497597694397},{"id":"https://openalex.org/C77088390","wikidata":"https://www.wikidata.org/wiki/Q8513","display_name":"Database","level":1,"score":0.2187950313091278},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.0},{"id":"https://openalex.org/C155202549","wikidata":"https://www.wikidata.org/wiki/Q178803","display_name":"International trade","level":1,"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/C111919701","wikidata":"https://www.wikidata.org/wiki/Q9135","display_name":"Operating system","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}],"mesh":[],"locations_count":2,"locations":[{"id":"doi:10.1145/3543873.3587630","is_oa":true,"landing_page_url":"https://doi.org/10.1145/3543873.3587630","pdf_url":"https://dl.acm.org/doi/pdf/10.1145/3543873.3587630","source":null,"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Companion Proceedings of the ACM Web Conference 2023","raw_type":"proceedings-article"},{"id":"pmh:oai:arXiv.org:2402.15666","is_oa":true,"landing_page_url":"http://arxiv.org/abs/2402.15666","pdf_url":"https://arxiv.org/pdf/2402.15666","source":{"id":"https://openalex.org/S4306400194","display_name":"arXiv (Cornell University)","issn_l":null,"issn":null,"is_oa":true,"is_in_doaj":false,"is_core":false,"host_organization":"https://openalex.org/I205783295","host_organization_name":"Cornell University","host_organization_lineage":["https://openalex.org/I205783295"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":"text"}],"best_oa_location":{"id":"doi:10.1145/3543873.3587630","is_oa":true,"landing_page_url":"https://doi.org/10.1145/3543873.3587630","pdf_url":"https://dl.acm.org/doi/pdf/10.1145/3543873.3587630","source":null,"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Companion Proceedings of the ACM Web Conference 2023","raw_type":"proceedings-article"},"sustainable_development_goals":[{"id":"https://metadata.un.org/sdg/9","display_name":"Industry, innovation and infrastructure","score":0.550000011920929}],"awards":[],"funders":[],"has_content":{"grobid_xml":true,"pdf":true},"content_urls":{"pdf":"https://content.openalex.org/works/W4367297372.pdf","grobid_xml":"https://content.openalex.org/works/W4367297372.grobid-xml"},"referenced_works_count":10,"referenced_works":["https://openalex.org/W1015675232","https://openalex.org/W1985258161","https://openalex.org/W2113242816","https://openalex.org/W2153252192","https://openalex.org/W2612690371","https://openalex.org/W3204815733","https://openalex.org/W4252060112","https://openalex.org/W4256300792","https://openalex.org/W6600545252","https://openalex.org/W6812577357"],"related_works":["https://openalex.org/W2081982437","https://openalex.org/W4394857231","https://openalex.org/W2027050655","https://openalex.org/W3028244590","https://openalex.org/W4254349500","https://openalex.org/W2014369232","https://openalex.org/W3122042562","https://openalex.org/W2050078012","https://openalex.org/W2073891040","https://openalex.org/W1510133244"],"abstract_inverted_index":{"Building":[0],"machine":[1,68],"learning":[2,69],"models":[3],"can":[4],"be":[5],"a":[6,39,50,79,87],"time-consuming":[7],"process":[8],"that":[9],"often":[10],"takes":[11],"several":[12],"months":[13],"to":[14,71,106,137],"implement":[15],"in":[16,29,46,75],"typical":[17],"business":[18],"scenarios.":[19],"To":[20],"ensure":[21],"consistent":[22],"model":[23,52,94,117,126],"performance":[24],"and":[25,77,83,101,119,129],"account":[26],"for":[27,41,53,98,115],"variations":[28],"data":[30],"distribution,":[31],"regular":[32],"retraining":[33],"is":[34,104],"necessary.":[35],"This":[36],"paper":[37],"introduces":[38],"solution":[40],"improving":[42],"online":[43],"customer":[44,58,73,88],"service":[45],"e-commerce":[47],"by":[48],"presenting":[49],"universal":[51],"predicting":[54],"labels":[55],"based":[56],"on":[57],"questions,":[59,100],"without":[60],"requiring":[61],"training.":[62],"Our":[63],"novel":[64],"approach":[65,122],"involves":[66],"using":[67],"techniques":[70],"tag":[72],"questions":[74,82],"transcripts":[76],"create":[78],"repository":[80,97,132],"of":[81],"corresponding":[84,109],"labels.":[85],"When":[86],"requests":[89],"assistance,":[90],"an":[91],"information":[92],"retrieval":[93],"searches":[95],"the":[96,108,113,125],"similar":[99],"statistical":[102],"analysis":[103],"used":[105],"predict":[107],"label.":[110],"By":[111],"eliminating":[112],"need":[114],"individual":[116],"training":[118],"maintenance,":[120],"our":[121],"reduces":[123],"both":[124],"development":[127],"cycle":[128],"costs.":[130],"The":[131],"only":[133],"requires":[134],"periodic":[135],"updating":[136],"maintain":[138],"accuracy.":[139]},"counts_by_year":[{"year":2026,"cited_by_count":1},{"year":2025,"cited_by_count":2},{"year":2024,"cited_by_count":1}],"updated_date":"2026-07-03T08:13:44.112507","created_date":"2025-10-10T00:00:00"}