@inproceedings{song-etal-2021-emotional,
    title = "An Emotional Comfort Framework for Improving User Satisfaction in {E}-Commerce Customer Service Chatbots",
    author = "Song, Shuangyong  and
      Wang, Chao  and
      Chen, Haiqing  and
      Chen, Huan",
    editor = "Kim, Young-bum  and
      Li, Yunyao  and
      Rambow, Owen",
    booktitle = "Proceedings of the 2021 Conference of the North American Chapter of the Association for Computational Linguistics: Human Language Technologies: Industry Papers",
    month = jun,
    year = "2021",
    address = "Online",
    publisher = "Association for Computational Linguistics",
    url = "https://preview.aclanthology.org/fix-sig-urls/2021.naacl-industry.17/",
    doi = "10.18653/v1/2021.naacl-industry.17",
    pages = "130--137"
}