Evaluating, Synthesizing, and Enhancing for Customer Support Conversation
Jie Zhu, Huaixia Dou, Junhui Li, Lifan Guo, Feng Chen, Chi Zhang, Fang Kong
2025-08-08
Summary
This paper talks about a new framework and datasets designed to train AI customer support agents better by teaching them clear strategies for helping customers through conversations.
What's the problem?
The problem is that many customer support AI systems struggle to provide consistent, helpful, and effective responses because they lack clear guidance on how to handle different customer issues properly.
What's the solution?
The solution was to build a structured system that evaluates and builds training data focused on proven support strategies, helping AI agents learn how to respond accurately and solve problems during conversations.
Why it matters?
This matters because improved customer support AI can lead to quicker and more satisfying problem resolutions for users, making interactions smoother and businesses more efficient.
Abstract
A structured framework and datasets for training customer service agents using well-defined support strategies improve the quality of customer support interactions and problem resolution.