Abstract: The system receives an event, which is generated during operation of an ecommerce system, wherein the event represents an action taken by a user while interacting with the ecommerce system. Next, the system determines whether the event is relevant to one or more time-based sessions for the user, wherein a time-based session is defined by a set of filter conditions and operators, which need to be satisfied for the user to be joined in an associated segment, wherein the set of filter conditions defines a time window for events. Then, for each identified relevant time-based session, the system updates the time-based session to include the event. If the update causes events in the time-based session to satisfy the set of filter conditions and operators, the system emits a segment-join event for the user to enable a downstream listener to perform an action in response to the user joining the segment.

Abstract: The disclosed embodiments relate to a system that suggests helpful articles to resolve a customer request. During operation, the system receives the customer request, wherein the customer request is associated with a product or a service used by the customer. Next, the system feeds a set of words from the customer request through a model to generate a request vector comprising numerical values representing words in the customer request. The system then compares the request vector against article vectors representing articles in a set of help center articles to determine whether the customer request matches one or more help center articles. If the customer request matches one or more help center articles, the system presents the one or more help center articles to the customer to facilitate automatically resolving the customer request.

Abstract: The disclosed embodiments relate to a system that suggests helpful articles to resolve a customer request. During operation, the system receives the customer request, wherein the customer request is associated with a product or a service used by the customer. Next, the system feeds a set of words from the customer request through a model to generate a request vector comprising numerical values representing words in the customer request. The system then compares the request vector against article vectors representing articles in a set of help center articles to determine whether the customer request matches one or more help center articles. If the customer request matches one or more help center articles, the system presents the one or more help center articles to the customer to facilitate automatically resolving the customer request.

Abstract: The disclosed embodiments provide a system that uses a predicted probability of satisfaction for a customer to facilitate a customer-service interaction. During operation, the system obtains information related to an ongoing customer-service interaction involving the customer. The system uses the obtained information to determine a probability that the customer will be satisfied with the customer-service interaction. Next, the system uses the determined probability that the customer will be satisfied to facilitate subsequent interactions whether automated or manual with the customer in furtherance of the customer-service interaction.