{"type":"ScholarlyArticle","title":"AntProphet: an Intention Mining System behind Alipay's Intelligent Customer Service Bot","authors":[{"name":"Cen Chen","slug":"cen-chen","given":"Cen","family":"Chen","affiliation":""},{"name":"Xiaolu Zhang","slug":"xiaolu-zhang","given":"Xiaolu","family":"Zhang","affiliation":""},{"name":"Sheng Ju","slug":"sheng-ju","given":"Sheng","family":"Ju","affiliation":""},{"name":"Chilin Fu","slug":"chilin-fu","given":"Chilin","family":"Fu","affiliation":""},{"name":"Caizhi Tang","slug":"caizhi-tang","given":"Caizhi","family":"Tang","affiliation":""},{"name":"Jun Zhou","slug":"jun-zhou","given":"Jun","family":"Zhou","affiliation":""},{"name":"Xiaolong Li","slug":"xiaolong-li","given":"Xiaolong","family":"Li","affiliation":""}],"abstract":"We create an intention mining system, named AntProphet, for Alipay's intelligent customer service bot, to alleviate the burden of customer service. Whenever users have any questions, AntProphet is the first stop to help users to answer their questions. Our system gathers users' profile and their historical behavioral trajectories, together with contextual information to predict users' intention, i.e., the potential questions that users want to resolve. AntProphet takes care of more than 90% of the customer service demands in the Alipay APP and resolves most of the users' problems on the spot, thus significantly reduces the burden of manpower. With the help of it, the overall satisfaction rate of our customer service bot exceeds 85%.","doi":"10.24963/ijcai.2019/935","url":"https://ijcai.org/proceedings/2019/935","pdf":"https://ijcai.org/proceedings/2019/0935.pdf","markdown":"https://ijcai.org/proceedings/2019/935.md","bibtex":"https://ijcai.org/proceedings/2019/bibtex/935","volume":{"slug":"2019","title":"Proceedings of the Twenty-Eighth International Joint Conference on Artificial Intelligence","short_title":"IJCAI 2019","url":"https://ijcai.org/proceedings/2019/","year":2019,"location":"Macao","dates":"10-16 August 2019","editors":"Sarit Kraus","isbn":"978-0-9992411-4-1","publisher":"International Joint Conferences on Artificial Intelligence Organization","doi_prefix":"10.24963/ijcai.2019"},"section":"Demos","track":"Demos","number":935,"pages":{"first":6497,"last":6499},"keywords":["AI: Recommender Systems","Applications: E-Commerce and e-business"],"videos":[],"references":[{"position":1,"raw":"[Chen et al., 2019] Cen Chen, Chilin Fu, Xu Hu, Xiaolu Zhang, Jun Zhou, Xiaolong Li, and Forrest Sheng Bao. 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