Towards Personalized Conversational Sales Agents : Contextual User Profiling for Strategic Action

• URL: http://arxiv.org/abs/2504.08754v3
• Date: Wed, 16 Apr 2025 07:59:48 GMT
• Title: Towards Personalized Conversational Sales Agents : Contextual User Profiling for Strategic Action
• Authors: Tongyoung Kim, Jeongeun Lee, Soojin Yoon, Sunghwan Kim, Dongha Lee,
• Abstract summary: We introduce Conversational Sales (CSales), a novel task that unifies preference elicitation, recommendation, and persuasion.<n>For a realistic evaluation of CSales, we present CSUser, an LLM-based user simulator constructed from real-world data.<n>We also propose CSI, a conversational sales agent that proactively infers contextual profiles through dialogue for personalized action planning.
• Score: 12.637812936971049
• License: http://creativecommons.org/licenses/by/4.0/
• Abstract: Conversational Recommender Systems (CRSs) aim to engage users in dialogue to provide tailored recommendations. While traditional CRSs focus on eliciting preferences and retrieving items, real-world e-commerce interactions involve more complex decision-making, where users consider multiple factors beyond simple attributes. To bridge this gap, we introduce Conversational Sales (CSales), a novel task that unifies preference elicitation, recommendation, and persuasion to better support user decision-making. For a realistic evaluation of CSales, we present CSUser, an LLM-based user simulator constructed from real-world data, modeling diverse user profiles with needs and personalities. Additionally, we propose CSI, a conversational sales agent that proactively infers contextual profiles through dialogue for personalized action planning. Extensive experiments demonstrate that CSUser effectively replicates real-world users and emphasize the importance of contextual profiling for strategic action selection, ultimately driving successful purchases in e-commerce.

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