Forecasting Live Chat Intent from Browsing History

• URL: http://arxiv.org/abs/2408.04668v2
• Date: Sun, 1 Sep 2024 19:00:25 GMT
• Title: Forecasting Live Chat Intent from Browsing History
• Abstract summary: Customers reach out to online live chat agents with various intents, such as asking about product details or requesting a return. We propose the problem of predicting user intent from browsing history and address it through a two-stage approach.
• Score: 18.72786397560888
• License: http://creativecommons.org/licenses/by/4.0/
• Abstract: Customers reach out to online live chat agents with various intents, such as asking about product details or requesting a return. In this paper, we propose the problem of predicting user intent from browsing history and address it through a two-stage approach. The first stage classifies a user's browsing history into high-level intent categories. Here, we represent each browsing history as a text sequence of page attributes and use the ground-truth class labels to fine-tune pretrained Transformers. The second stage provides a large language model (LLM) with the browsing history and predicted intent class to generate fine-grained intents. For automatic evaluation, we use a separate LLM to judge the similarity between generated and ground-truth intents, which closely aligns with human judgments. Our two-stage approach yields significant performance gains compared to generating intents without the classification stage.

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