Towards Proactive Information Probing: Customer Service Chatbots Harvesting Value from Conversation

arXiv:2604.11077v1 Announce Type: new Abstract: 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