Customer support agents play a crucial role as an interface between an organization and its end-users. We propose CAIRAA: Conversational Approach to Information Retrieval for Agent Assistance, to reduce the cognitive workload of support agents who engage with users through conversation systems. CAIRAA monitors an evolving conversation and recommends both responses and URLs of documents the agent can use in replies to their client. We combine traditional information retrieval (IR) approaches with more recent Deep Learning (DL) models to ensure high accuracy and efficient run-time performance in the deployed system. Here, we describe the CAIRAA system and demonstrate its effectiveness in a pilot study via a short video.

We present a novel system providing summaries for Computer Science publications. Through a qualitative user study, we identified the most valuable scenarios for discovery, exploration and understanding of scientific documents. Based on these findings, we built a system that retrieves and summarizes scientific documents for a given information need, either in form of a free-text query or by choosing categorized values such as scientific tasks, datasets and more. Our system ingested 270,000 papers, and its summarization module aims to generate concise yet detailed summaries. We validated our approach with human experts.