Customer-obsessed science
Research areas
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July 10, 20265 min readHydroShear, a new physics-based simulator, teaches robots how to use their sense of touch to perform complex manipulation tasks, in a way that transfers seamlessly to the real world.
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July 9, 202610 min read
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Featured news
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ICML 20232023Despite the emergence of principled methods for domain adaptation under label shift, their sensitivity to shifts in class conditional distributions is precariously under explored. Meanwhile, popular deep domain adaptation heuristics tend to falter when faced with label proportions shifts. While several papers modify these heuristics in attempts to handle label proportions shifts, inconsistencies in evaluation
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KDD 2023 Workshop on Decision Intelligence and Analytics for Online Marketplaces2023Customers who reach out for customer service support may face a range of issues that vary in complexity. Routing high-complexity contacts to junior agents can lead to multiple transfers or repeated contacts, while directing low-complexity contacts to senior agents can strain their capacity to assist customers who need professional help. To tackle this, a machine learning model that accurately predicts the
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KDD 2023 Workshop on Decision Intelligence and Analytics for Online Marketplaces2023E-commerce companies deal with a high volume of customer service requests daily. While a simple annotation system is often used to summarize the topics of customer contacts, thoroughly exploring each specific issue can be challenging. This presents a critical concern, especially during an emerging outbreak where companies must quickly identify and address specific issues. To tackle this challenge, we propose
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KDD 2023 Workshop on End-End Customer Journey Optimization2023Customer service is often the most time-consuming aspect for e-commerce websites, with each contact typically taking 10-15 minutes. Effectively routing customers to appropriate agents without transfers is therefore crucial for e-commerce success. To this end, we have developed a machine learning framework that predicts the complexity of customer contacts and routes them to appropriate agents accordingly
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ACL Findings 20232023We investigate semi-structured document classification in a zero-shot setting. Classification of semi-structured documents is more challenging than that of standard unstructured documents, as positional, layout, and style information play a vital role in interpreting such documents. The standard classification setting where categories are fixed during both training and testing falls short in dynamic environments
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