TY - JOUR AU - Nicolás García Aramouni AU - Nahuel Pelli AU - Lucas Soules AU - Julieta De Antonio AU - Ines Nosetti AU - Juan Cazorla AU - Pedro Fraguas PY - 2022/12/14 Y2 - 2024/03/28 TI - Automating Customer Experience Agents’ Evaluation with Natural Language Processing JF - Memorias de las JAIIO JA - JAIIO VL - 8 IS - 1 SE - DO - UR - https://publicaciones.sadio.org.ar/index.php/JAIIO/article/view/251 AB - The importance and relevance of online commerce in society have grown uninterruptedly over the last years, with people changing their purchasing habits. The COVID-19 pandemic significantly accelerated this adoption, as quarantines forced people to stay in their homes. Under this scenario, online shopping became a more convenient option, considering product availability, the possibility to compare prices and shipping options, and door-to-door delivery. With this, e-commerce retailers and marketplaces must give excellent customer service to their customers, especially in this context when most activities are returning to their pre-COVID levels and restrictions. To manage customers that have any kind of problem, digital marketplaces and retailers usually have a team of Customer Experience (CX) agents that interact, talk and answer clients’ questions and inquiries, avoiding any potential negative situations on three different channels: voice calls, e-mails, and chat messages. ER -