In this paper, we propose a mixed-initiative approach to integrate a Q&A site based on a crowd of volunteers with a standard operator-based help desk, ensuring quality of customer service. Q&A sites have emerged as an efficient way to address questions in various domains by leveraging crowd knowledge. However, they lack sufficient reliability to be the sole basis of customer service applications. We built a proof-of-concept mixed-initiative tool that helps a crowd-manager to decide if a question will get a satisfactory and timely answer by the crowd or if it should be redirected to a dedicated operator. A user experiment found that our tool reduced the participants' cognitive load and improved their performance, in terms of their precision and recall. In particular, those with higher performance benefited more than those with lower performance.

Towards crowd-based customer service: a mixed-initiative tool for managing Q&A sites / Piccardi, T.; Convertino, G.; Zancanaro, M.; Wang, J.; Archambeau, C.. - (2014), pp. 2725-2734. (Intervento presentato al convegno 32nd Annual ACM Conference on Human Factors in Computing Systems, CHI 2014 tenutosi a Toronto nel April 26th - 01th May 2014) [10.1145/2556288.2557202].

Towards crowd-based customer service: a mixed-initiative tool for managing Q&A sites

Piccardi T.;Convertino G.;Zancanaro M.;
2014-01-01

Abstract

In this paper, we propose a mixed-initiative approach to integrate a Q&A site based on a crowd of volunteers with a standard operator-based help desk, ensuring quality of customer service. Q&A sites have emerged as an efficient way to address questions in various domains by leveraging crowd knowledge. However, they lack sufficient reliability to be the sole basis of customer service applications. We built a proof-of-concept mixed-initiative tool that helps a crowd-manager to decide if a question will get a satisfactory and timely answer by the crowd or if it should be redirected to a dedicated operator. A user experiment found that our tool reduced the participants' cognitive load and improved their performance, in terms of their precision and recall. In particular, those with higher performance benefited more than those with lower performance.
2014
CHI 2014, one of a CHInd : conference proceedings; Toronto, Canada, April 26 - May 1, 2014; the 32nd Annual ACM Conference on Human Factors in Computing Systems
Toronto
Association for Computing Machinery
9781450324731
Piccardi, T.; Convertino, G.; Zancanaro, M.; Wang, J.; Archambeau, C.
Towards crowd-based customer service: a mixed-initiative tool for managing Q&A sites / Piccardi, T.; Convertino, G.; Zancanaro, M.; Wang, J.; Archambeau, C.. - (2014), pp. 2725-2734. (Intervento presentato al convegno 32nd Annual ACM Conference on Human Factors in Computing Systems, CHI 2014 tenutosi a Toronto nel April 26th - 01th May 2014) [10.1145/2556288.2557202].
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Utilizza questo identificativo per citare o creare un link a questo documento: https://hdl.handle.net/11572/284597
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