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

Conference on Human Factors in Computing Systems - Proceedings

Volumn , Issue , 2014, Pages 2725-2734

  Piccardi, Tiziano ^a,c   Convertino, Gregorio ^a,e   Zancanaro, Massimo ^a,b   Wang, Ji ^a,d   Archambeau, Cedric ^a,f  

^a XEROX RESEARCH CENTRE EUROPE   (France)

^b FBK   (France)

^c UNIVERSITY OF TRENTO   (Italy)

^d VIRGINIA POLYTECHNIC INSTITUTE AND STATE UNIVERSITY   (United States)

^e Informatica   (France)

^f AMAZON   (United States)

Author keywords

[No Author keywords available]

Indexed keywords

HUMAN ENGINEERING; KNOWLEDGE MANAGEMENT; SALES;

COGNITIVE LOADS; CUSTOMER SERVICES; HELP DESK; MIXED-INITIATIVE; PRECISION AND RECALL; PROOF OF CONCEPT; USER EXPERIMENTS;

TOOLS;

EID: 84900444712     PISSN: None     EISSN: None     Source Type: Conference Proceeding    
DOI: 10.1145/2556288.2557202     Document Type: Conference Paper

References (38)

1. Agresti, A. 2002. Categorical Data Analysis. Wiley NJ
2. Anderson A., Huttenlocher D., Kleinberg J., Leskovec J. (2012). Discovering value from community activity on focused question answering sites: A case study of stack overflow. In Proc. KDD '12., 850-858
3. Asaduzzaman M., Mashiyat A. S., Roy C. K., Schneider K. A. (2013). Answering questions about unanswered questions of stack overflow. In Proc. MSR '13. 97-100
4. Bottou L. and Bousquet O. The Tradeoffs of Large Scale Learning, Advances in Neural Information Processing Systems, 20, MIT Press, Cambridge, 2008
5. Budzik, J. and Hammond, K. J. (1999). Q&A: A System for the Capture, Organization and Reuse of Expertise. In Proc. of ASIS. Learned Inf. Inc., Medford
6. ColorBrew: Http://colorbrewer2. org/(01/02/2014)
7. De Liddo, A., Sándor A., Buckingham Shum, S. (2012). Contested Collective Intelligence. CSCW, 21 417-448
8. Hanrahan B. V., Convertino G., and Nelson L. (2012). Modeling problem difficulty and expertise in stackoverflow. In Proc. of CSCW '12. ACM, 91-94
9. Harper F. M, Raban D., Rafaeli S., and Konstan J. A. (2008). Predictors of answer quality in online Q&A sites. In Proc. of CHI '08. ACM, NY, USA, 865-874
10. Harper R., Rodden T., Rogers Y., Sellen A. (2008) Being Human: Human-Computer Interaction in the Year 2020. Publisher: Microsoft Research Ltd
11. Horowitz D. and Kamvar S. D. (2010). The anatomy of a large-scale social search engine. In Proceedings of WWW '10. ACM, New York, NY, USA, 431-440
12. Horvitz, E. Principles of mixed-initiative user interfaces. In Proc. of CHI (1999), ACM, pp. 159-166
13. http://meta. stackoverflow. com/questions/187450/understanding-stack- overflows-unanswered-questions (01/02/2014)
14. http://stackoverflow. com/(01/02/2014)
15. Inselberg A. and Dimsdale B. (1991) Parallel Coordinates, Human-Mach. Interactive Systems, 1991
16. Jubis, R. M. T. (1990) Coding effects on performance in a process control task with uniparameter and multiparameter displays. Human Factors, 32(3)
17. Li B. and King I. 2010. Routing questions to appropriate answerers in community question answering services. In Proceedings of CIKM '10
18. Liu J., Song Y.-I. and Lin C.-Y. 2011. Competition-based user expertise score estimation. Proc. SIGIR '11
19. Liu Y., Agichtein E. (2008) You've Got Answers: Towards Personalized Models for Predicting Success in Community Question Answering. ACL: 97-100
20. Mamykina, L., Manoim, B., Mittal, M., Hripcsak, G. and Hartmann, B. (2011) Design lessons from the fastest Q&A site in the west. In Proc. of CHI '11, 2857-2866
21. Mitchell, T. Machine Learning. McGraw-Hill, 1997
22. Montgomery, D. A., Sorkin, R. D. (1996) Observer sensitivity to element reliability in a multi-element visual display. Human Factors Volume 38 484-494
23. Nowell, L.; Schulman, R.; Hix, D., Graphical encoding for information visualization: An empirical study, Information Visualization, Infovis2002, IEEE, 43-50
24. Pirolli P and S Card. (2005). Sensemaking Processes of Intelligence Analysts and Possible Leverage Points as Identified Through Cognitive Task Analysis. In Proc. of the 2005 Int. Conf. on Intelligence Analysis, Virginia
25. Pal A. F. Harper M., and Konstan J. A. (2012). Exploring Question Selection Bias to Identify Experts and Potential Experts in Community Question Answering. ACM Trans. Inf. Syst. 30, 2(10)
26. Poulin B, Eisner R, Szafron D, Lu P, Greiner R, Wishart D. S., Fyshe A (2008) Visual Explanation of Evidence in Additive Classifiers, AAAI Spring Symp
27. Scott S., Lesh N., Klau W. (2002) Investigating Human-Computer Optimization, In Proc. of CHI 2002
28. Shneiderman B. (1994). Dynamic Queries for Visual Information Seeking. IEEE Softw. 11, 6, 70-77
29. Smallman, H. S. (2008): JIGSAW-Joint Intelligence Graphical Situation Awareness Web for Collaborative Intelligence Analysis
30. TLX: Http://humansystems. arc. nasa. gov/groups/TLX/
31. Treude C., Barzilay O., and Storey M. A. (2011). How do programmers ask and answer questions on the web?. In Proc. of ICSE '11. ACM, NY, USA, 804-807
32. Witten I. H., Frank E., Hall M. A. (2011) Data Mining: Practical Machine Learning Tools and Tech,. Elsevier
33. www. crowdengineering. com (02/01/2014)
34. www. lithium. com/solutions/social-support/(02/01/2014)
35. Yang L., Bao S., Lin Q., Wu X., Han D., Su Z., Yu Y., (2011) Analyzing and predicting not-answered questions in community-based question answering services, In Proc. of AAAI 2011
36. Zhang J., Ackerman M. S. and Admic L. (2007) Expertise Networks in Online Communities: Structure and Algorithms. In Proc. WWW 2007, Banff, Canada
37. Zhou T. C, Lyu M. T, King I. 2012. A classification-based approach to question routing in community question answering. In WWW '12 Companion
38. Zhou Y., Cong G., Cui B., Jensen C. S., and Yao J. 2009. Routing Questions to the Right Users in Online Communities. In Proc. of IEEE ICDE '09.