Towards Proactive Information Probing: Customer Service Chatbots Harvesting Value from Conversation
Customer service chatbots are increasingly expected to serve not merely as reactive support tools for users, but as strategic interfaces for harvesting high-value information and business intelligence. In response, we make three main contributions. 1) We introduce and define a novel task of Proactive Information Probing, which optimizes when to probe users for pre-specified target information while minimizing conversation turns and user friction. 2) We propose PROCHATIP, a proactive chatbot framework featuring a specialized conversation strategy module trained to master the delicate timing of probes. 3) Experiments demonstrate that PROCHATIP significantly outperforms baselines, exhibiting...
| Authors | Chen Huang, Zitan Jiang, Changyi Zou et al. |
|---|---|
| Primary category | cs.AI |
| Published | 13 April 2026 |
| Last updated at source | 16 April 2026 |
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