10,008 research outputs found
"How May I Help You?": Modeling Twitter Customer Service Conversations Using Fine-Grained Dialogue Acts
Given the increasing popularity of customer service dialogue on Twitter,
analysis of conversation data is essential to understand trends in customer and
agent behavior for the purpose of automating customer service interactions. In
this work, we develop a novel taxonomy of fine-grained "dialogue acts"
frequently observed in customer service, showcasing acts that are more suited
to the domain than the more generic existing taxonomies. Using a sequential
SVM-HMM model, we model conversation flow, predicting the dialogue act of a
given turn in real-time. We characterize differences between customer and agent
behavior in Twitter customer service conversations, and investigate the effect
of testing our system on different customer service industries. Finally, we use
a data-driven approach to predict important conversation outcomes: customer
satisfaction, customer frustration, and overall problem resolution. We show
that the type and location of certain dialogue acts in a conversation have a
significant effect on the probability of desirable and undesirable outcomes,
and present actionable rules based on our findings. The patterns and rules we
derive can be used as guidelines for outcome-driven automated customer service
platforms.Comment: 13 pages, 6 figures, IUI 201
Social Bots: Human-Like by Means of Human Control?
Social bots are currently regarded an influential but also somewhat
mysterious factor in public discourse and opinion making. They are considered
to be capable of massively distributing propaganda in social and online media
and their application is even suspected to be partly responsible for recent
election results. Astonishingly, the term `Social Bot' is not well defined and
different scientific disciplines use divergent definitions. This work starts
with a balanced definition attempt, before providing an overview of how social
bots actually work (taking the example of Twitter) and what their current
technical limitations are. Despite recent research progress in Deep Learning
and Big Data, there are many activities bots cannot handle well. We then
discuss how bot capabilities can be extended and controlled by integrating
humans into the process and reason that this is currently the most promising
way to go in order to realize effective interactions with other humans.Comment: 36 pages, 13 figure
Dialogue as Data in Learning Analytics for Productive Educational Dialogue
This paper provides a novel, conceptually driven stance on the state of the contemporary analytic challenges faced in the treatment of dialogue as a form of data across on- and offline sites of learning. In prior research, preliminary steps have been taken to detect occurrences of such dialogue using automated analysis techniques. Such advances have the potential to foster effective dialogue using learning analytic techniques that scaffold, give feedback on, and provide pedagogic contexts promoting such dialogue. However, the translation of much prior learning science research to online contexts is complex, requiring the operationalization of constructs theorized in different contexts (often face-to-face), and based on different datasets and structures (often spoken dialogue). In this paper, we explore what could constitute the effective analysis of productive online dialogues, arguing that it requires consideration of three key facets of the dialogue: features indicative of productive dialogue; the unit of segmentation; and the interplay of features and segmentation with the temporal underpinning of learning contexts. The paper thus foregrounds key considerations regarding the analysis of dialogue data in emerging learning analytics environments, both for learning-science and for computationally oriented researchers
Evorus: A Crowd-powered Conversational Assistant Built to Automate Itself Over Time
Crowd-powered conversational assistants have been shown to be more robust
than automated systems, but do so at the cost of higher response latency and
monetary costs. A promising direction is to combine the two approaches for high
quality, low latency, and low cost solutions. In this paper, we introduce
Evorus, a crowd-powered conversational assistant built to automate itself over
time by (i) allowing new chatbots to be easily integrated to automate more
scenarios, (ii) reusing prior crowd answers, and (iii) learning to
automatically approve response candidates. Our 5-month-long deployment with 80
participants and 281 conversations shows that Evorus can automate itself
without compromising conversation quality. Crowd-AI architectures have long
been proposed as a way to reduce cost and latency for crowd-powered systems;
Evorus demonstrates how automation can be introduced successfully in a deployed
system. Its architecture allows future researchers to make further innovation
on the underlying automated components in the context of a deployed open domain
dialog system.Comment: 10 pages. To appear in the Proceedings of the Conference on Human
Factors in Computing Systems 2018 (CHI'18
Analysis and Detection of Information Types of Open Source Software Issue Discussions
Most modern Issue Tracking Systems (ITSs) for open source software (OSS)
projects allow users to add comments to issues. Over time, these comments
accumulate into discussion threads embedded with rich information about the
software project, which can potentially satisfy the diverse needs of OSS
stakeholders. However, discovering and retrieving relevant information from the
discussion threads is a challenging task, especially when the discussions are
lengthy and the number of issues in ITSs are vast. In this paper, we address
this challenge by identifying the information types presented in OSS issue
discussions. Through qualitative content analysis of 15 complex issue threads
across three projects hosted on GitHub, we uncovered 16 information types and
created a labeled corpus containing 4656 sentences. Our investigation of
supervised, automated classification techniques indicated that, when prior
knowledge about the issue is available, Random Forest can effectively detect
most sentence types using conversational features such as the sentence length
and its position. When classifying sentences from new issues, Logistic
Regression can yield satisfactory performance using textual features for
certain information types, while falling short on others. Our work represents a
nontrivial first step towards tools and techniques for identifying and
obtaining the rich information recorded in the ITSs to support various software
engineering activities and to satisfy the diverse needs of OSS stakeholders.Comment: 41st ACM/IEEE International Conference on Software Engineering
(ICSE2019
Survey on Evaluation Methods for Dialogue Systems
In this paper we survey the methods and concepts developed for the evaluation
of dialogue systems. Evaluation is a crucial part during the development
process. Often, dialogue systems are evaluated by means of human evaluations
and questionnaires. However, this tends to be very cost and time intensive.
Thus, much work has been put into finding methods, which allow to reduce the
involvement of human labour. In this survey, we present the main concepts and
methods. For this, we differentiate between the various classes of dialogue
systems (task-oriented dialogue systems, conversational dialogue systems, and
question-answering dialogue systems). We cover each class by introducing the
main technologies developed for the dialogue systems and then by presenting the
evaluation methods regarding this class
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