@inproceedings{li-etal-2024-analyzing,
    title = "Analyzing and Enhancing Clarification Strategies for Ambiguous References in Consumer Service Interactions",
    author = "Li, Changling  and
      Gan, Yujian  and
      Yang, Zhenrong  and
      Chen, Youyang  and
      Qiu, Xinxuan  and
      Lin, Yanni  and
      Purver, Matthew  and
      Poesio, Massimo",
    editor = "Kawahara, Tatsuya  and
      Demberg, Vera  and
      Ultes, Stefan  and
      Inoue, Koji  and
      Mehri, Shikib  and
      Howcroft, David  and
      Komatani, Kazunori",
    booktitle = "Proceedings of the 25th Annual Meeting of the Special Interest Group on Discourse and Dialogue",
    month = sep,
    year = "2024",
    address = "Kyoto, Japan",
    publisher = "Association for Computational Linguistics",
    url = "https://preview.aclanthology.org/fix-sig-urls/2024.sigdial-1.25/",
    doi = "10.18653/v1/2024.sigdial-1.25",
    pages = "289--296",
    abstract = "When customers present ambiguous references, service staff typically need to clarify the customers' specific intentions. To advance research in this area, we collected 1,000 real-world consumer dialogues with ambiguous references. This dataset will be used for subsequent studies to identify ambiguous references and generate responses. Our analysis of the dataset revealed common strategies employed by service staff, including directly asking clarification questions (CQ) and listing possible options before asking a clarification question (LCQ). However, we found that merely using CQ often fails to fully satisfy customers. In contrast, using LCQ, as well as recommending specific products after listing possible options, proved more effective in resolving ambiguous references and enhancing customer satisfaction."
}