Abstract
Otto is a call center agent designed to help cell phone and mobile provider customers. It has the twin goals of automating call center operations while maintaining a high level of customer satisfaction. It is intended to engage with human users in mixed-initiative dialogs to answer questions, explain procedures, and help with diagnostic troubleshooting. Within the domain of mobile devices, it collaborates with customers on specific tasks but maintains a degree of flexibility and naturalness in the interaction. The development of Otto incorporated aspects of human conversation to improve the quality and likelihood of the success of its interactions.
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Dent, K., Plurkowski, L., Maxwell, J. (2018). Collaborative Human-Machine Interaction in Mobile Phone Support Centers: A Case Study. In: Karwowski, W., Ahram, T. (eds) Intelligent Human Systems Integration. IHSI 2018. Advances in Intelligent Systems and Computing, vol 722. Springer, Cham. https://doi.org/10.1007/978-3-319-73888-8_87
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DOI: https://doi.org/10.1007/978-3-319-73888-8_87
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