| dc.creator | García Aramouni, Nicolás | |
| dc.creator | Pelli, Nahuel | |
| dc.creator | Soules, Lucas | |
| dc.creator | De Antonio, Julieta | |
| dc.creator | Nosetti, Ines | |
| dc.creator | Cazorla, Juan | |
| dc.creator | Fraguas, Pedro | |
| dc.date | 2022-10 | |
| dc.date | 2022 | |
| dc.date | 2023-04-17T18:54:23Z | |
| dc.date.accessioned | 2023-07-15T10:11:31Z | |
| dc.date.available | 2023-07-15T10:11:31Z | |
| dc.identifier | http://sedici.unlp.edu.ar/handle/10915/151592 | |
| dc.identifier | https://publicaciones.sadio.org.ar/index.php/JAIIO/article/download/251/209 | |
| dc.identifier | issn:2451-7496 | |
| dc.identifier.uri | https://repositorioslatinoamericanos.uchile.cl/handle/2250/7490931 | |
| dc.description | The importance and relevance of online commerce in society have grown uninterruptedly over the last years, with people changing their purchasing habits. The COVID-19 pandemic significantly accelerated this adoption, as quarantines forced people to stay in their homes. Under this scenario, online shopping became a more convenient option, considering product availability, the possibility to compare prices and shipping options, and door-to-door delivery. With this, e-commerce retailers and marketplaces must give excellent customer service to their customers, especially in this context when most activities are returning to their pre-COVID levels and restrictions. To manage customers that have any kind of problem, digital marketplaces and retailers usually have a team of Customer Experience (CX) agents that interact, talk and answer clients’ questions and inquiries, avoiding any potential negative situations on three different channels: voice calls, e-mails, and chat messages. | |
| dc.description | Sociedad Argentina de Informática e Investigación Operativa | |
| dc.format | application/pdf | |
| dc.format | 66-69 | |
| dc.language | es | |
| dc.rights | http://creativecommons.org/licenses/by-nc-sa/4.0/ | |
| dc.rights | Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International (CC BY-NC-SA 4.0) | |
| dc.subject | Ciencias Informáticas | |
| dc.subject | Natural Language Processing | |
| dc.subject | Customer Experience | |
| dc.title | Automating Customer Experience Agents’ Evaluation with Natural Language Processing | |
| dc.type | Objeto de conferencia | |
| dc.type | Objeto de conferencia | |
