Knowledge Commons of Institute of Automation,CAS
Utterance Alignment in Custom Service by Integer Programming | |
Bai GR(白桂荣)1,2; He SZ(何世柱)1,2; Liu K(刘康)1,2; Zhao J(赵军)1,2 | |
2019 | |
会议名称 | CCL2019 |
页码 | 703-714 |
会议日期 | 2019 |
会议地点 | Kunming |
出版地 | Kunming |
出版者 | 中国中文信息学会 |
摘要 | In customer service (CS), customers pose questions that will be answered by customer service staff, and the communication in CS is a typical multi-round conversation. However, there are no explicit correspondences among conversational utterances, and obtaining the explicit alignments of those utterances not only contributes to dialogue analysis but also provides valuable data for learning intelligent dialogue systems. In this paper, we first present a study on utterance alignment (UA) in CS. We divide the alignment of utterances into four types: None, One-to-One, One-to-Many and Jump. The direct design models such as rule-based and matching-based methods are often only good at solving part of types, and the major reason is that they ignore the interactions of different utterances. Therefore, to model the mutual influence of different utterances as well as their alignments, we propose a joint model which models the UA as a task of joint disambiguation and resolved by integer programming. We conduct experiments on a dataset of an in-house online CS. And the results indicate that it performs better than baseline models, especially for One-to-Many and Jump alignments. |
DOI | 10.1007/978-3-030-32381-3_56 |
收录类别 | EI |
语种 | 英语 |
引用统计 | |
文献类型 | 会议论文 |
条目标识符 | http://ir.ia.ac.cn/handle/173211/48871 |
专题 | 多模态人工智能系统全国重点实验室_自然语言处理 |
作者单位 | 1.中国科学院自动化研究所 2.中国科学院大学人工智能学院 |
第一作者单位 | 中国科学院自动化研究所 |
推荐引用方式 GB/T 7714 | Bai GR,He SZ,Liu K,et al. Utterance Alignment in Custom Service by Integer Programming[C]. Kunming:中国中文信息学会,2019:703-714. |
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