User Modelling for Live Help Systems

  • Johan Aberg
  • Nahid Shahmehri
  • Dennis Maciuszek
Conference paper
Part of the Lecture Notes in Computer Science book series (LNCS, volume 2232)


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.


User Model Customer Service Human Assistant Attribute Hierarchy Automatic Inference 
These keywords were added by machine and not by the authors. This process is experimental and the keywords may be updated as the learning algorithm improves.


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Copyright information

© Springer-Verlag Berlin Heidelberg 2001

Authors and Affiliations

  • Johan Aberg
    • 1
  • Nahid Shahmehri
    • 1
  • Dennis Maciuszek
    • 1
  1. 1.Department of Computer and Information ScienceLinköpings universitetLinköpingSweden

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