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Direct linkWalker, Jeremy; Coleman, Jason – College & Research Libraries, 2021
This study aims to evaluate the effectiveness and potential utility of using machine learning and natural language processing techniques to develop models that can reliably predict the relative difficulty of incoming chat reference questions. Using a relatively large sample size of chat transcripts (N = 15,690), an empirical experimental design…
Descriptors: Artificial Intelligence, Natural Language Processing, Prediction, Library Services
