Abstract
News editors obtained the following quote from the background information suppli ed by the inventors:“In the world of online customer service, customer situatio ns cannot be predefined without human agentinvolvement. For example, although s ome situations and challenges can be defined by the human agent,not all situati ons can be defined by the human until encountered, since each customer experienc es a different situation at different times. When these undefined situations are encountered, the human agentscategorizes those situations. This, however, cons umes substantial time and resources.
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NSTL