Xiaolu Lu

Zining Liu, Chong Long, Xiaolu Lu et al.

Customer services are critical to all companies, as they may directly connect to the brand reputation. Due to a great number of customers, e-commerce companies often employ multiple communication channels to answer customers' questions, for example, chatbot and hotline. On one hand, each channel has limited capacity to respond to customers' requests, on the other hand, customers have different preferences over these channels. The current production systems are mainly built based on business rules, which merely considers tradeoffs between resources and customers' satisfaction. To achieve the optimal tradeoff between resources and customers' satisfaction, we propose a new framework based on deep reinforcement learning, which directly takes both resources and user model into account. In addition to the framework, we also propose a new deep-reinforcement-learning based routing method-double dueling deep Q-learning with prioritized experience replay (PER-DoDDQN). We evaluate our proposed framework and method using both synthetic and a real customer service log data from a large financial technology company. We show that our proposed deep-reinforcement-learning based framework is superior to the existing production system. Moreover, we also show our proposed PER-DoDDQN is better than all other deep Q-learning variants in practice, which provides a more optimal routing plan. These observations suggest that our proposed method can seek the trade-off where both channel resources and customers' satisfaction are optimal.

Xiangmin Zhou, Dong Qin, Xiaolu Lu et al.

As one of the most popular services over online communities, the social recommendation has attracted increasing research efforts recently. Among all the recommendation tasks, an important one is social item recommendation over high speed social media streams. Existing streaming recommendation techniques are not effective for handling social users with diverse interests. Meanwhile, approaches for recommending items to a particular user are not efficient when applied to a huge number of users over high speed streams. In this paper, we propose a novel framework for the social recommendation over streaming environments. Specifically, we first propose a novel Bi-Layer Hidden Markov Model (BiHMM) that adaptively captures the behaviors of social users and their interactions with influential official accounts to predict their long-term and short-term interests. Then, we design a new probabilistic entity matching scheme for effectively identifying the relevance score of a streaming item to a user. Following that, we propose a novel indexing scheme called {\Tree} for improving the efficiency of our solution. Extensive experiments are conducted to prove the high performance of our approach in terms of the recommendation quality and time cost.