Enquiry Service Research Articles

Customer Intent Mining from Service Inquiries with Newly Improved Deep Embedded Clustering

Discovering customer intents from text or speech data plays a vital role in text mining and automated dialogue response. It is challenging to process thousands of customer interactions daily. Deep Embedded Clustering (DEC) and Improved DEC (IDEC) with Kullback–Leibler loss handle a lot of data inefficiently due to the asymmetric nature of the loss. To address the challenge, an unsupervised learning approach to discover intents and automatically produce the labels from a collection of unlabeled utterances in the context of the banking domain is proposed. The proposed approach focuses on improving both architectures of DEC and IDEC by combining the Jensen–Shannon (JS) divergence to simultaneously learn feature representations and cluster assignments, and the Second-order Clipped Stochastic Optimization (Sophia). Then, a set of intent labels for each cluster is generated by using a dependency parser in the second stage. Experimental results showed that the proposed approach is capable of generating meaningful intent labels and short text clustering with high performance.

Chatbots in Airport Customer Service—Exploring Use Cases and Technology Acceptance

Throughout the last decade, chatbots have gained widespread adoption across various industries, including healthcare, education, business, e-commerce, and entertainment. These types of artificial, usually cloud-based, agents have also been used in airport customer service, although there has been limited research concerning travelers’ perspectives on this rather techno-centric approach to handling inquiries. Consequently, the goal of the presented study was to tackle this research gap and explore potential use cases for chatbots at airports, as well as investigate travelers’ acceptance of said technology. We employed an extended version of the Technology Acceptance Model considering Perceived Usefulness, Perceived Ease of Use, Trust, and Perceived Enjoyment as predictors of Behavioral Intention, with Affinity for Technology as a potential moderator. A total of n=191 travelers completed our survey. The results show that Perceived Usefulness, Trust, Perceived Ease of Use, and Perceived Enjoyment positively correlate with the Behavioral Intention to use a chatbot for airport customer service inquiries, with Perceived Usefulness showing the highest impact. Travelers’ Affinity for Technology, on the other hand, does not seem to have any significant effect.

Enhancing Customer Service in Banking with AI: Intent Classification Using Distilbert

With the increasing demand for efficient and responsive customer service in the banking sector, artificial intelligence offers a promising solution. This paper presents a comparative analysis of artificial intelligence methodologies applied to intent classification within the banking sector customer service domain. Utilizing a comprehensive dataset of banking service inquiries, we evaluate several machine learning approaches, including Naive Bayes, Logistic Regression, Support Vector Machine with Linear Kernel, Random Forest, XGBoost, and the transformer-based DistilBERT model. The models are assessed based on their accuracy, precision, recall, and F1 score metrics. Our findings indicate that DistilBERT, with its distilled architecture, not only outstrips traditional models but also demonstrates exceptional performance with an accuracy and F1 score exceeding 92%. The paper delves into the advantages of employing such an efficient and powerful model in real-time customer service settings, suggesting that DistilBERT offers a substantial enhancement over conventional methods. By providing detailed insights into the model’s capabilities, we underscore the transformative impact of employing advanced AI in the financial industry to elevate customer service standards, streamline operational efficiency, and harness the power of state-of-the-art technology for improved client interactions. The results showcased in this study are indicative of the strides being made in AI applications for financial services and set a benchmark for future exploratory and practical endeavors in the field.

Trends in exposure to drugs and prohibited substances among sports: A nationwide analysis of 2008-2022 inquiry records.

To prevent athletes from unintentional doping, the anti-doping authorities in Taiwan have launched several sports-prohibited substances inquiry services since 2008. This study aimed to enhance the prevention of sports-prohibited substance misuse by analyzing data collected from major nationwide service systems, enabling the identification of trends in athletes' exposure to drugs and prohibited substances. The study collected over 30,000 data points from three major national anti-doping inquiry systems, spanning from 2008 to 2022. The information of the users consulted products, prohibited substances, and sports disciplines in the data were calculated and categorized. The usage of inquiry systems has shown an increasing trend from 2008 to 2022. Athletes comprised the majority of users (> 40%), significantly outnumbering other user groups (all below 20%). Among the inquiries, Western medicine accounted for the highest percentage (up to 79.6%), and it also contained the majority of the prohibited substances. Interestingly, traditional Chinese medicines had a higher chance (35.9%) of containing prohibited substances, as indicated by the mobile application. The prohibited substances mainly belonged to class S6 stimulants and S9 glucocorticoids. Among the daily medicinal products and nutritional supplements encountered by sports personnel, approximately 30% of them were found to contain prohibited substances. Future educational efforts should focus on raising awareness about traditional Chinese medicines and drugs for the common cold, ADHD, and pain relief, as well as their regulation, to prevent the misuse of prohibited substances.

Enhancing Students' Self-Confidence via Guided Inquiry and Information Services Intervention

Enhancing Students' Self-Confidence via Guided Inquiry and Information Services Intervention

Construction of the whole-process nursing service system for day surgery patient based on the Kano model: A pilot cluster randomized controlled trial.

The types and number of day surgeries have significantly increased, but the construction of the whole process nursing service system (WPNSS) for preoperative education, intraoperative cooperation, postoperative knowledge, and follow-up for day surgery patients is still in the exploratory stage. The aim of this study is to establish the WPNSS for day surgery patients using the Kano model and to preliminarily assess its efficacy. WPNSS for day surgery was devised leveraging Internet hospital information systems and patient mobile terminals (WeChat), guided by the World Health Organization's conceptual framework for scaling-up strategies. The system was methodically developed, progressing from defining the overall framework to delineating modular functions and developing specific educational materials and tools. A pilot test was conducted in a hospital in China. WPNSS, a patient-centric remote education and monitoring system, seamlessly amalgamates health education, online consultations, and follow-up functionalities; offering semi-automated surgical consultations, inquiry services, and postoperative follow-ups, as well as autonomously disseminating perioperative health education content. Comprising both client and server components, patients utilizing the system are inclined to recommend day surgery at the hospital to others. WPNSS delivers personalized and precise health education, consultation, and postoperative follow-up services for day surgery patients. Current results suggest that the WPNSS may improve patients' experience. Chinese Clinical Trial Register (ChiCTR2200066782).

Study on the Access Convenience of Public Library Layout from the Perspective of Spatial Statistics

As an important part of the development of social and cultural undertakings, public library (a public cultural facility that is open to the public free of charge, collects, collates and saves documents and information, provides inquiry, borrowing and related services, and carries out social education) undertakes the important mission of promoting social civilization and progress and improving the quality of citizens.In order to improve the efficiency of public libraries, access convenience is an important issue that must be paid attention to when constructing and layout them. This article uses the basic theories and research methods of spatial statistics, taking Beijing as an example, to analyze the urban population distribution trend, library surrounding facilities construction, and urban transportation development status that affect the accessibility of public libraries. Based on the problems existing in the accessibility of Beijing Public Library, suggestions are proposed to improve the accessibility of the library from three aspects: spatial fairness in layout, strengthening the construction of grassroots libraries, and coordinating the layout of surrounding areas.

Application of Internet hospitals for first-visit patients with COVID-19 during the pandemic in China.

There has been controversy over whether to carry out online medical inquiries and electronic prescription for first-visit patients. While Internet hospitals have become crucial to ensure providing online diagnosis and prescription needs for first-visit COVID-positive patients. We describe the results and advantages of online medical treatment during the coronavirus disease 2019 (COVID-19) outbreak and analyse the results and advantages of online medical treatment. Data were collected from the patients who received online medical inquiry services through the COVID-19 Special Section of our Internet hospital. The user demographic characteristics, user behaviour, clinical symptoms and medical records were collected. Baseline data of offline outpatient patients were also collected. A total of 16 173 online medical inquiries were included. The daily online outpatient service volume reached a peak of 2446 person-times. The median age was 29.92 years (SD 15.59), ranging from 20-39 years (n = 8870, 54.84%). A total of 89.20% (n = 14 426/16 173) patients had epidemic-related symptoms. Moreover, 23.35% of the people were diagnosed as COVID-19-positive through antigen or nucleic acid testing. Furthermore, 86.61% (14 008/16 173) of the patients visited our hospital for the first time or had no offline physical outpatient service record within the past 3 months. The demand for medical inquiries was mainly for drug dispensing, followed by medication guidance and disease diagnosis. And 2.07% (334/16 173) of the patients needed to go to the offline hospital for further treatment. The service model of the COVID-19 Special Section based on Internet hospitals provided the public with the necessary medical support during the COVID-19 outbreak. It provides a reference for future pandemics or public health emergencies.

Falling Stories: Cinematic Naturalism and Disability in Frank Norris’ and Stephen Crane's City Sketches

Falling Stories: Cinematic Naturalism and Disability in Frank Norris’ and Stephen Crane's City Sketches

Justified Regulatory Reform in Antitrust Requires Cost-Benefit Analysis: Global Antitrust Institute Comment to the Australian Treasury on the Australian Competition & Consumer Commission's Digital Platform Services Inquiry, Interim Report No. 5 (Regulatory Reform)

Justified Regulatory Reform in Antitrust Requires Cost-Benefit Analysis: Global Antitrust Institute Comment to the Australian Treasury on the Australian Competition & Consumer Commission's Digital Platform Services Inquiry, Interim Report No. 5 (Regulatory Reform)

Ignoring Privacy Practices Would Distort Data Broker Issues (Submission on Digital Platform Services Inquiry - March 2024 Report on Data Brokers - Issues Paper)

Ignoring Privacy Practices Would Distort Data Broker Issues (Submission on Digital Platform Services Inquiry - March 2024 Report on Data Brokers - Issues Paper)

The Work of Community in Raposa's Theosemiotic

The Work of Community in Raposa's Theosemiotic

Report on Enquiry Service of the Austrian Parliamentary Administration

Abstract When it comes to information services for citizens, one usually thinks first of those on site – guided tours, events, visitor centres and certainly also online services. The fact that many parliaments and their administrations also offer classic enquiry services is often forgotten, although these are an important offer to citizens. Not least, the massive increase in the workload of the Enquiry Service of the Parliamentary Administration, due to the Corona pandemic and the new digital consultation process on bills established in August 2021, was an occasion to reconsider in an in-depth and structured manner the tasks of a parliamentary citizens' service. The following report summarizes this reflection process.

Ask Librarian: Penerapan Teknologi Informasi Perpustakaan pada Layanan Referensi di Perpustakaan Umum Asia

Reference unit is the core service of the libraries in fulfilling the information needs of their users. As technology develops, reference services are currently switching to virtual to facilitate users in reach their information. The purpose of this research is to review and analyze the actual implementation of the impact of information technology on current library reference services, in Asian continent countries; and to know what are features used in reference services development. The method used is a qualitative approach through literature study. Data were obtained by making virtual visits to public library websites in Asia that have implemented the Ask Librarian reference service. The results show that (1) the impact of technological developments on reference services made it easier for users to ask questions through the Ask Librarian for 24 hours to obtain an information that they needed; and (2) there are five types of virtual reference Services applied that can be used by users, namely: (a) Internet Reference Enquiry Service via email and/ or form; (b) Live-chat; (c) FAQs (Frequently Asked Questions); (d) Links to Other Library Reference Services; and (e) Call the Librarian.

COVID-19 vaccine inquiries regarding children ages 5-11 years received by NIP-INFO.

We describe COVID‐19 immunization inquiries regarding children age 5–11 years received by NIP‐INFO, the Centers for Disease Control and Prevention's (CDC's) e‐mail immunization inquiry service for health care professionals, at the launch of vaccination efforts for this age group, using descriptive qualitative analysis. From November 2 through November 30, 2021, NIP‐INFO responded to 154 questions regarding COVID‐19 vaccination for 5–11‐year‐old children. The most common questions related to formulation and dosage (39.6%), vaccination schedule (14.3%), CDC's educational materials for health care professionals (9.1%), and vaccine safety (8.4%); 16.2% of questions across all inquiry categories related to a vaccination error. We discuss CDC guidance related to the most common inquiries to inform further pediatric COVID‐19 vaccination efforts, including future vaccination of younger pediatric age groups, which will be important to help to curb this pandemic.

Submission on Australian Competition and Consumer Commission (ACCC) Digital Platform Services Inquiry - Discussion Paper Released for the Fifth Report

Submission on Australian Competition and Consumer Commission (ACCC) Digital Platform Services Inquiry - Discussion Paper Released for the Fifth Report

On the Australian Competition & Consumer Commission Digital Platform Services Inquiry's Discussion Paper for Interim Report No. 5: Updating Competition and Consumer Law for Digital Platform Services, Comment of the Global Antitrust Institute, Antonin Scalia Law School, George Mason University

On the Australian Competition & Consumer Commission Digital Platform Services Inquiry's Discussion Paper for Interim Report No. 5: Updating Competition and Consumer Law for Digital Platform Services, Comment of the Global Antitrust Institute, Antonin Scalia Law School, George Mason University

Construction and Application of an Intelligent Response System for COVID-19 Voice Consultation in China: A Retrospective Study

Background: The outbreak of novel coronavirus disease 2019 (COVID-19) has led to tremendous individuals visit medical institutions for healthcare services. Public gatherings and close contact in clinics and emergency departments may increase the exposure and cross-infection of COVID-19.Objectives: The purpose of this study was to develop and deploy an intelligent response system for COVID-19 voice consultation, to provide suggestions of response measures based on actual information of users, and screen COVID-19 suspected cases.Methods: Based on the requirements analysis of business, user, and function, the physical architecture, system architecture, and core algorithms are designed and implemented. The system operation process is designed according to guidance documents of the National Health Commission and the actual experience of prevention, diagnosis and treatment of COVID-19. Both qualitative (system construction) and quantitative (system application) data from the real-world healthcare service of the system were retrospectively collected and analyzed.Results: The system realizes the functions, such as remote deployment and operations, fast operation procedure adjustment, and multi-dimensional statistical report capability. The performance of the machine-learning model used to develop the system is better than others, with the lowest Character Error Rate (CER) 8.13%. As of September 24, 2020, the system has received 12,264 times incoming calls and provided a total of 11,788 COVID-19-related consultation services for the public. Approximately 85.2% of the users are from Henan Province and followed by Beijing (2.5%). Of all the incoming calls, China Mobile contributes the largest proportion (66%), while China Unicom and China Telecom are accounted for 23% and 11%. For the time that users access the system, there is a peak period in the morning (08:00–10:00) and afternoon (14:00–16:00), respectively.Conclusions: The intelligent response system has achieved appreciable practical implementation effects. Our findings reveal that the provision of inquiry services through an intelligent voice consultation system may play a role in optimizing the allocation of healthcare resources, improving the efficiency of medical services, saving medical expenses, and protecting vulnerable groups.

How may I help you? Driving brand engagement through the warmth of an initial chatbot message

Despite the growing number of brands that rely on chatbots to address customer service inquiries that once required human intervention, academics and practitioners are only beginning to acknowledge the role of chatbots in brand-building activities. Chatbots can initiate online conversations, thereby often serving as a consumer’s first brand impression. However, little is known about how managers can strategically tailor a chatbot’s initial message to foster consumer–brand connections and, ultimately, engagement. Three studies demonstrate that when chatbots initiate a conversation using a warm (vs. competent) message, brand engagement increases, as assessed using both computerized text analysis and traditional scale measures. Brand–self distance mediates this effect, such that a warm (vs. competent) initial chatbot message makes consumers feel closer to the brand. Further, the authors identify brand affiliation as a theoretically relevant moderator. This research thus offers managers insight into how initial chatbot messages can attract and engage consumers.

Analyzing Residents’ Health Information Requirement and Intention for the Library of Medical University and Its Influencing Factors

Objective To investigate the residents’ requirement for health information in a library of medical university and its influencing factors to provide suggestions for health information service and activities to popularize scientific knowledge. Methods Convenience sampling method was used in the study to select some residents in 2 communities of ShaPingba for a face-to-face questionnaire survey. χ 2 test and logistic regression were used to analysis data by SPSS v25.0 software. Results Among the 317 residents, the contents of health information that individuals preferred included 70.7% for disease prevention and health care,81.1% for disease preservation and rehabilitation,37.2% for diagnosis and treatment of disease,6.6% for medical policies and regulations,5.4% for drugs information,5.0% for preclinical medicine. The way of health information that persons preferred contained 16.4% for newspaper and journals reading services,22.1% for book loan services,69.4% for training and lecture services,45.8% for information inquiry service. Multivariate logistic regression results showed that age was a significant factor influencing the status of health information contents. Age and education were significant factors influencing the status of health information ways. Conclusion Residents’ health information requirement is affected mainly by age and education. So it is essential to take the dominated influencing factors into consideration for spreading health information by various ways and channels when libraries prepare health information service and activities to popularize scientific knowledge, especially, more concerns should be put on practicability, maneuverability and accessibility of health information.