MAIA – MULTILINGUAL AI AGENTS FOR CUSTOMER SERVIC
Type of Position: Research Fellowship (Bolsa de Investigação)
Type of Contract: Research grant
Duration: 27 Months
Limit to reply: 2020-Dec-15
In this grant, the student will perform conversational quality estimation, both in local and global levels. That is, he/she will evaluate the success of each suggested response in terms of its intent, semantics, register, etc., and we will also perform an overall analysis of agent/user satisfaction. For this, we will take advantage of the feedback provided by human agents (The provided answers were selected or not? In which position did the human agent select the answer? Did the human agent edit an answer?), and also of the outcomes regarding the sentiment analysis studies. This information should be added to the learning process of the digital assistant, so that it improves its answering capabilities over time.
Isabel Maria Martins Trancoso