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User Modelling for Live Help Systems: Initial Results Johan Aberg, Nahid Shahmehri, Dennis Maciuszek
 

Summary: User Modelling for Live Help Systems: Initial Results
Johan Aberg, Nahid Shahmehri, Dennis Maciuszek
Department of Computer and Information Science
Link¨opings universitet, S-581 83 Link¨oping, Sweden
{johab,nahsh}@ida.liu.se
ABSTRACT
This paper explores the role of user modelling in live help
systems for e-commerce web sites. There are several poten-
tial benefits with user modelling in this context: 1) Human
assistants can use the personal information in the user mod-
els to provide the users with efficient support tailored to
their personal needs; 2) Assistants can be more comfortable
in their supporting role; 3) Consultation resources can be
saved, and thus, financial savings can be made for the e-
commerce company. A user modelling approach has been
implemented and deployed in a real web environment as
part of a live help system. Following the deployment we
have analysed consultation dialogue logs and answers to a
questionnaire for participating assistants. The initial results
show that assistants consider user modelling to be helpful

  

Source: Aberg, Johan - Department of Computer and Information Science, Linköpings Universitet

 

Collections: Computer Technologies and Information Sciences