Modeling the user in natural language systems
Computational Linguistics - Special issue on user modeling
User models in dialog systems
An empirical study of human Web assistants: implications for user support in Web information systems
Proceedings of the SIGCHI Conference on Human Factors in Computing Systems
Collection and Exploitation of Expert Knowledge in Web Assistant Systems
HICSS '01 Proceedings of the 34th Annual Hawaii International Conference on System Sciences ( HICSS-34)-Volume 7 - Volume 7
Consumer reactions to electronic shopping on the world wide web
International Journal of Electronic Commerce
User Modelling for Live Help Systems
WELCOM '01 Proceedings of the Second International Workshop on Electronic Commerce
International Journal of Learning Technology
ICT Services for Every Citizen: The Challenge of Gaps in User Knowledge
UAHCI '09 Proceedings of the 5th International Conference on Universal Access in Human-Computer Interaction. Addressing Diversity. Part I: Held as Part of HCI International 2009
| Hi-index | 0.00 |
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.