@inproceedings{firdaus-etal-2022-polise,
    title = "{P}oli{S}e: Reinforcing Politeness Using User Sentiment for Customer Care Response Generation",
    author = "Firdaus, Mauajama  and
      Ekbal, Asif  and
      Bhattacharyya, Pushpak",
    editor = "Calzolari, Nicoletta  and
      Huang, Chu-Ren  and
      Kim, Hansaem  and
      Pustejovsky, James  and
      Wanner, Leo  and
      Choi, Key-Sun  and
      Ryu, Pum-Mo  and
      Chen, Hsin-Hsi  and
      Donatelli, Lucia  and
      Ji, Heng  and
      Kurohashi, Sadao  and
      Paggio, Patrizia  and
      Xue, Nianwen  and
      Kim, Seokhwan  and
      Hahm, Younggyun  and
      He, Zhong  and
      Lee, Tony Kyungil  and
      Santus, Enrico  and
      Bond, Francis  and
      Na, Seung-Hoon",
    booktitle = "Proceedings of the 29th International Conference on Computational Linguistics",
    month = oct,
    year = "2022",
    address = "Gyeongju, Republic of Korea",
    publisher = "International Committee on Computational Linguistics",
    url = "https://preview.aclanthology.org/fix-sig-urls/2022.coling-1.538/",
    pages = "6165--6175",
    abstract = "The interaction between a consumer and the customer service representative greatly contributes to the overall customer experience. Therefore, to ensure customers' comfort and retention, it is important that customer service agents and chatbots connect with users on social, cordial, and empathetic planes. In the current work, we automatically identify the sentiment of the user and transform the neutral responses into polite responses conforming to the sentiment and the conversational history. Our technique is basically a reinforced multi-task network- the primary task being `polite response generation' and the secondary task being `sentiment analysis'- that uses a Transformer based encoder-decoder. We use sentiment annotated conversations from Twitter as the training data. The detailed evaluation shows that our proposed approach attains superior performance compared to the baseline models."
}