Helping Satisfy Multiple Objectives During a Service Desk Conversation
Summary: CallAssist, a speech-enabled dialog manager for service desks, helps agents balance objectives (satisfaction, cost, sales) in conversations. Dynamic, objective-aware guidance adapts to changing goals without retraining; evaluations show efficiency. (summarized by gpt-5-nano on Feb 09 2026)
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Authors
- 1. Ullas Nambiar (IBM)
- 2. Himanshu Gupta (IBM)
- 3. Raju Balakrishnan (Arizona State University; IBM)
- 4. Mukesh Mohania (IBM)
BibTeX Citation
@inproceedings{nambiar_sigmod08,
title = {{Helping Satisfy Multiple Objectives During a Service Desk Conversation}},
author = {Nambiar, Ullas and Gupta, Himanshu and Balakrishnan, Raju and Mohania, Mukesh},
series = {{SIGMOD} '08},
booktitle = {Proceedings of the {ACM} {SIGMOD} International Conference on Management of Data},
publisher = {Association for Computing Machinery},
doi = {10.1145/1376616.1376731},
url = {https://dl.acm.org/doi/10.1145/1376616.1376731},
year = {2008}
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Outgoing Citations (Sorted by Pagerank)
Showing 4 of 4 cited papers.
Citations counted here include only citations to other VLDB/SIGMOD/CIDR/PODS papers in this database.
| Rank | Cited Paper | Year | Venue | Pagerank |
|---|---|---|---|---|
| 1,526 | Ordering the Attributes of Query Results | 2006 | SIGMOD | 0.00010491673 |
| 3,507 | Efficiently Linking Text Documents with Relevant Structured Information | 2006 | VLDB | 7.3574742e-05 |
| 12,658 | CallAssist: Helping Call Center Agents in Preference Elicitation | 2007 | VLDB | 5.093636e-05 |
| 13,784 | Decision Trees for Entity Identification: Approximation Algorithms and Hardness Results | 2007 | PODS | - |
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