27,261 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
Sentiment and behaviour annotation in a corpus of dialogue summaries
This paper proposes a scheme for sentiment annotation. We show how the task can be made tractable by focusing on one of the many aspects of sentiment: sentiment as it is recorded in behaviour reports of people and their interactions. Together with a number of measures for supporting the reliable application of the scheme, this allows us to obtain sufficient to good agreement scores (in terms of Krippendorf's alpha) on three key dimensions: polarity, evaluated party and type of clause. Evaluation of the scheme is carried out through the annotation of an existing corpus of dialogue summaries (in English and Portuguese) by nine annotators. Our contribution to the field is twofold: (i) a reliable multi-dimensional annotation scheme for sentiment in behaviour reports; and (ii) an annotated corpus that was used for testing the reliability of the scheme and which is made available to the research community
Topic-Oriented Spoken Dialogue Summarization for Customer Service with Saliency-Aware Topic Modeling
In a customer service system, dialogue summarization can boost service
efficiency by automatically creating summaries for long spoken dialogues in
which customers and agents try to address issues about specific topics. In this
work, we focus on topic-oriented dialogue summarization, which generates highly
abstractive summaries that preserve the main ideas from dialogues. In spoken
dialogues, abundant dialogue noise and common semantics could obscure the
underlying informative content, making the general topic modeling approaches
difficult to apply. In addition, for customer service, role-specific
information matters and is an indispensable part of a summary. To effectively
perform topic modeling on dialogues and capture multi-role information, in this
work we propose a novel topic-augmented two-stage dialogue summarizer (TDS)
jointly with a saliency-aware neural topic model (SATM) for topic-oriented
summarization of customer service dialogues. Comprehensive studies on a
real-world Chinese customer service dataset demonstrated the superiority of our
method against several strong baselines.Comment: Accepted by AAAI 2021, 9 page
Evaluating Emotional Nuances in Dialogue Summarization
Automatic dialogue summarization is a well-established task that aims to
identify the most important content from human conversations to create a short
textual summary. Despite recent progress in the field, we show that most of the
research has focused on summarizing the factual information, leaving aside the
affective content, which can yet convey useful information to analyse, monitor,
or support human interactions. In this paper, we propose and evaluate a set of
measures , to quantify how much emotion is preserved in dialog summaries.
Results show that, summarization models of the state-of-the-art do not preserve
well the emotional content in the summaries. We also show that by reducing the
training set to only emotional dialogues, the emotional content is better
preserved in the generated summaries, while conserving the most salient factual
information
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