Modeling the user in natural language systems
Computational Linguistics - Special issue on user modeling
User models in dialog systems
Privacy in e-commerce: examining user scenarios and privacy preferences
Proceedings of the 1st ACM conference on Electronic commerce
Machinery in the new factories: interaction and technology in a bank's telephone call centre
CSCW '00 Proceedings of the 2000 ACM conference on Computer supported cooperative work
What makes Web sites credible?: a report on a large quantitative study
Proceedings of the SIGCHI Conference on Human Factors in Computing 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
User modelling for live help systems: initial results
Proceedings of the 3rd ACM conference on Electronic Commerce
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
A classification of internet retail stores
International Journal of Electronic Commerce
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We have explored 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 approachh as 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. This paper elaborates on these results, which show that assistants consider user modelling to be helpful and that consultation dialogues can be an important source for user model data collection. Based on lessons learned from the study, future directions for researchand development are carefully analysed and laid out.