Generating Meaningful Topic Descriptions with Sentence Embeddings and LDA
Javier Miguel Sastre Martinez, Sean Gorman, Aisling Nugent, Anandita Pal
Abstract
A major part of business operations is interacting with customers. Traditionally this was done by human agents, face to face or over telephone calls within customer support centers. There is now a move towards automation in this field using chatbots and virtual assistants, as well as an increased focus on analyzing recorded conversations to gather insights. Determining the different services that a human agent provides and estimating the incurred call handling costs per service are key to prioritizing service automation. We propose a new technique, ELDA (Embedding based LDA), based on a combination of LDA topic modeling and sentence embeddings, that can take a dataset of customer-agent dialogs and extract key utterances instead of key words. The aim is to provide more meaningful and contextual topic descriptions required for interpreting and labeling the topics, reducing the need for manually reviewing dialog transcripts.- Anthology ID:
- 2022.sigdial-1.26
- Volume:
- Proceedings of the 23rd Annual Meeting of the Special Interest Group on Discourse and Dialogue
- Month:
- September
- Year:
- 2022
- Address:
- Edinburgh, UK
- Editors:
- Oliver Lemon, Dilek Hakkani-Tur, Junyi Jessy Li, Arash Ashrafzadeh, Daniel Hernández Garcia, Malihe Alikhani, David Vandyke, Ondřej Dušek
- Venue:
- SIGDIAL
- SIG:
- SIGDIAL
- Publisher:
- Association for Computational Linguistics
- Note:
- Pages:
- 244–254
- Language:
- URL:
- https://aclanthology.org/2022.sigdial-1.26
- DOI:
- 10.18653/v1/2022.sigdial-1.26
- Cite (ACL):
- Javier Miguel Sastre Martinez, Sean Gorman, Aisling Nugent, and Anandita Pal. 2022. Generating Meaningful Topic Descriptions with Sentence Embeddings and LDA. In Proceedings of the 23rd Annual Meeting of the Special Interest Group on Discourse and Dialogue, pages 244–254, Edinburgh, UK. Association for Computational Linguistics.
- Cite (Informal):
- Generating Meaningful Topic Descriptions with Sentence Embeddings and LDA (Sastre Martinez et al., SIGDIAL 2022)
- PDF:
- https://preview.aclanthology.org/ingest-acl-2023-videos/2022.sigdial-1.26.pdf