Content selection for explanation requests in customer-care domain
2nd Workshop on Interactive Natural Language Technology for …, 2020•aclanthology.org
This paper describes a content selection module for the generation of explanations in a
dialogue system designed for customer care domain. First we describe the construction of a
corpus of a dialogues containing explanation requests from customers to a virtual agent of a
telco, and second we study and formalize the importance of a specific information content for
the generated message. In particular, we adapt the notions of importance and relevance in
the case of schematic knowledge bases.
dialogue system designed for customer care domain. First we describe the construction of a
corpus of a dialogues containing explanation requests from customers to a virtual agent of a
telco, and second we study and formalize the importance of a specific information content for
the generated message. In particular, we adapt the notions of importance and relevance in
the case of schematic knowledge bases.
Abstract
This paper describes a content selection module for the generation of explanations in a dialogue system designed for customer care domain. First we describe the construction of a corpus of a dialogues containing explanation requests from customers to a virtual agent of a telco, and second we study and formalize the importance of a specific information content for the generated message. In particular, we adapt the notions of importance and relevance in the case of schematic knowledge bases.
aclanthology.org
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