{"id":"W2983417088","doi":"10.5860/crl.80.7.925","title":"Dissatisfaction in Chat Reference Users: A Transcript Analysis Study","year":2019,"lang":"en","type":"article","venue":"College & Research Libraries","topic":"Customer Service Quality and Loyalty","field":"Business, Management and Accounting","cited_by":21,"is_retracted":false,"has_abstract":true,"ca_institutions":"University of Toronto","funders":"Office of International Science and Engineering","keywords":"Computer science; World Wide Web; Information retrieval; Psychology","routes":{"ca_aff":true,"ca_fund":false,"ca_venue":false,"about_ca":false,"invisible_to_affiliation_only":false},"retraction":null,"screen":null,"direct_labels":[],"prediction":{"model_version":"metacan-v3-hybrid-931329e0061c","candidate_categories":["metaresearch"],"consensus_categories":[],"category_scores_codex":[0.005688407,0.0004160425,0.000365206,0.002266458,0.002394085,0.00168248,0.0005731237,0.000701868,0.00200496],"category_scores_gemma":[0.0265065,0.0002526204,0.0003240881,0.002343252,0.001383687,0.001146378,0.001584894,0.001147168,0.0005338844],"about_ca_system_candidate":false,"about_ca_system_consensus":false,"about_ca_system_score_codex":0.002016337,"about_ca_system_score_gemma":0.001274657,"about_ca_topic_candidate":false,"about_ca_topic_consensus":false,"about_ca_topic_score_codex":0.005295044,"about_ca_topic_score_gemma":0.01076245,"domain_scores_codex":[0.9935109,0.004073792,0.0004093078,0.0004723457,0.001028052,0.0005056222],"domain_scores_gemma":[0.9662652,0.02175234,0.003998156,0.001163266,0.006071666,0.0007493296],"domain_codex":null,"domain_gemma":"evaluation","domain_candidate":"evaluation","domain_consensus":null,"study_design_codex":"qualitative","study_design_gemma":"qualitative","study_design_scores_codex":[0.0002964513,0.0001231763,0.07080945,0.0002915271,0.00001553736,0.00192757,0.8732081,0.0001491438,0.015298,0.0006868521,0.00226771,0.03492644],"study_design_scores_gemma":[0.0000145559,0.0003829995,0.1337494,0.0002932475,0.0000389217,0.001517284,0.839379,0.0026225,0.006185217,0.0005600597,0.01515563,0.0001012166],"study_design_candidate":"qualitative","study_design_consensus":"qualitative","genre_codex":"empirical","genre_gemma":"empirical","genre_scores_codex":[0.9911486,0.0001031101,0.005384941,0.0005176069,0.00003166783,0.0001790394,0.0005225549,0.00005185182,0.002060583],"genre_scores_gemma":[0.9901142,0.0002684618,0.004976328,0.0002987594,0.00004253395,0.0005256503,0.0006047392,0.0000685254,0.003100809],"genre_candidate":"empirical","genre_consensus":"empirical","teacher_disagreement_score":0.9943116,"threshold_uncertainty_score":0.0300836,"prediction_status":"machine_predicted_unvalidated"},"machine_scores":{"provisional":true,"baseline":true,"maturity_gate_passed":false,"score_opus":0.1015777231970956,"score_gpt":0.3364484698882831,"score_spread":0.2348707466911875,"validation_status":"score_only:v0-immature-baseline","note":"Baseline scores from an immature model (maturity gate not passed). Scores rank; they never assert a category."}}