User Modelling for Live Help Systems: Initial Results
2001 (English)In: Proceedings of the Third ACM Conference on Electronic Commerce (EC'01), AMC Press , 2001, 1, 194-197 p.Conference paper (Refereed)
This paper explores the role of user modelling in live help systems for e-commerce web sites. There are several potential benefits with user modelling in this context: 1) Human assistants can use the personal information in the user models 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 and that consultation dialogues can be an important source for user model data collection.
Place, publisher, year, edition, pages
AMC Press , 2001, 1. 194-197 p.
Engineering and Technology
IdentifiersURN: urn:nbn:se:liu:diva-54749DOI: 10.1145/501158.501180ISBN: 1-58113-387-1OAI: oai:DiVA.org:liu-54749DiVA: diva2:309730
Third ACM Conference on Electronic Commerce (EC'01), October 14-17, Tampa, FL, USA