Towards an ISO Standard for Dialogue Act Annotation

This paper describes an ISO project developing an international standard for annotating dialogue with semantic information, in particular concerning the communicative functions of the utterances, the kind of content they address, and the dependency relations to what was said and done earlier in the dialogue. The project, registered as ISO 24617-2 Semantic annotation framework, Part 2: Dialogue acts”, is currently at DIS stage. 1

Modelling Discourse-related terminology in OntoLingAnnot’s ontologies

Recently, computational linguists have shown great interest in discourse annotation in an attempt to capture the internal relations in texts. With this aim, we have formalized the linguistic knowledge associated to discourse into different linguistic ontologies. In this paper, we present the most prominent discourse-related terms and concepts included in the ontologies of the OntoLingAnnot annotation model. They show the different units, values, attributes, relations, layers and strata included in the discourse annotation level of the OntoLingAnnot model, within which these ontologies are included, used and evaluated

"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

Downward compatible revision of dialogue annotation

This paper discusses some aspects of revising the ISO standard for dialogue act annotation (ISO 24617-2). The revision is aimed at making annotations using the ISO scheme more accurate and at providing more powerful tools for building natural language based dialogue systems, without invalidating the annotated resources that have been built, with the current version of the standard. In support of the revision of the standard, an analysis is provided of the downward compatibility of a revised annotation scheme with the original scheme at the levels of abstract syntax, concrete syntax, and semantics of annotations