Abstract
Many companies use dialogue systems for their customer service, and although there has been a rise in the usage of these systems (Costello and LoDolce, 2022), many of these systems still face challenges in comprehending and properly responding to the customer (Følstadet al., 2021). In our project we aim to figure out how to develop and improve these conversational agents. Part of this project (detailed in this paper) will focus on the detection of breakdown patterns and the possible solutions (repairs) to mitigate negative results of these errors.- Anthology ID:
- 2023.yrrsds-1.9
- Volume:
- Proceedings of the 19th Annual Meeting of the Young Reseachers' Roundtable on Spoken Dialogue Systems
- Month:
- September
- Year:
- 2023
- Address:
- Prague, Czechia
- Editors:
- Vojtech Hudecek, Patricia Schmidtova, Tanvi Dinkar, Javier Chiyah-Garcia, Weronika Sieinska
- Venues:
- YRRSDS | WS
- SIG:
- Publisher:
- Association for Computational Linguistics
- Note:
- Pages:
- 26–29
- Language:
- URL:
- https://aclanthology.org/2023.yrrsds-1.9
- DOI:
- Cite (ACL):
- Anouck Braggaar. 2023. Breakdowns and Repairs. Detecting Patterns that Lead to Breakdowns in Customer Service Messages. In Proceedings of the 19th Annual Meeting of the Young Reseachers' Roundtable on Spoken Dialogue Systems, pages 26–29, Prague, Czechia. Association for Computational Linguistics.
- Cite (Informal):
- Breakdowns and Repairs. Detecting Patterns that Lead to Breakdowns in Customer Service Messages (Braggaar, YRRSDS-WS 2023)
- PDF:
- https://preview.aclanthology.org/emnlp-22-attachments/2023.yrrsds-1.9.pdf