arXivDaily arXiv每日学术速递 周一至周五更新
arXiv 2112.03210cs.LG
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客户支持机器人中的上下文Bandit应用程序

Contextual Bandit Applications in Customer Support Bot

Microsoft Azure AI(微软 Azure AI)

Sandra Sajeev, Jade Huang, Nikos Karampatziakis, Matthew Hall, Sebastian Kochman, Weizhu Chen

摘要:

虚拟支持代理作为企业提供更好、更方便的客户服务的一种方式越来越受欢迎。这个领域的一些挑战包括模糊的用户查询以及不断变化的支持主题和用户行为(非平稳性)。但是,我们可以访问用户提供的部分反馈(点击、调查和其他事件),这些反馈可用于改善用户体验。适应性学习技术,如上下文强盗,是一个自然适合这个问题的设置。在本文中,我们讨论了现实世界的实现上下文强盗(CB)的微软虚拟代理。它包括基于神经线性土匪(NLB)的意图消歧和基于多武装土匪(MAB)集合的上下文建议。我们的解决方案已经部署到生产环境中,并改进了Microsoft虚拟代理的关键业务指标,A/B实验证实了这一点。结果包括问题解决率的相对增加超过12%,以及升级到人类操作员的相对减少超过4%。虽然我们目前的用例集中在支持机器人的意图消歧和上下文推荐上,但我们相信我们的方法可以扩展到其他领域。

英文摘要:

Virtual support agents have grown in popularity as a way for businesses to provide better and more accessible customer service. Some challenges in this domain include ambiguous user queries as well as changing support topics and user behavior (non-stationarity). We do, however, have access to partial feedback provided by the user (clicks, surveys, and other events) which can be leveraged to improve the user experience. Adaptable learning techniques, like contextual bandits, are a natural fit for this problem setting. In this paper, we discuss real-world implementations of contextual bandits (CB) for the Microsoft virtual agent. It includes intent disambiguation based on neural-linear bandits (NLB) and contextual recommendations based on a collection of multi-armed bandits (MAB). Our solutions have been deployed to production and have improved key business metrics of the Microsoft virtual agent, as confirmed by A/B experiments. Results include a relative increase of over 12% in problem resolution rate and relative decrease of over 4% in escalations to a human operator. While our current use cases focus on intent disambiguation and contextual recommendation for support bots, we believe our methods can be extended to other domains.

机构、总结、中文摘要均由AI分析而来,可能存在错误,请以论文正文为准。

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