中国科学院自动化研究所机构知识库

Customers ask questions, and customer service staffs answer those questions. It is the basic service manner of customer service (CS). The progress of CS is a typical multi-round con- versation. However, there are no explicit corresponding rela- tions among conversational utterances. This paper focuses on obtaining explicit alignments of question and answer utter- ances in CS. It not only is an important task of dialogue analy- sis, but also able to obtain lots of valuable train data for learn- ing dialogue systems. In this work, we propose end-to-end models for aligning question (Q) and answer (A) utterances in CS conversation with recurrent pointer networks (RPN). On the one hand, RPN-based alignment models are able to model the conversational contexts and the mutual influence of different Q-A alignments. On the other hand, they are able to address the issue of empty and multiple alignments for some utterances in a unified manner. We construct a dataset from an in-house online CS. The experimental results demonstrate that the proposed models are effective to learn the alignments of question and answer utterances.