%0 Journal Article %A SONG Shuangyong %A WANG Chao %A CHEN Chenglong %A ZHOU Wei %A CHEN Haiqing %T Sentiment Analysis for Intelligent Customer Service Chatbots %D 2020 %R %J Journal of Chinese Information Processing %P 80-95 %V 34 %N 2 %X AliMe is a recently developed chatbot, focused on intelligent customer service domain. The emotion analysis technologies have been successfully utilized in many modules of AliMe. The technical details of those emotion analysis based modules are presented, including user emotion detection, user emotion comfort, emotional generative chatting, customer service quality control, session satisfaction prediction and intelligent entrance for manual customer service. Furthermore, some user interface examples of those emotional modules are also introduced to improve understanding of their effects. %U http://jcip.cipsc.org.cn/EN/abstract/article_2909.shtml