Qian Chen
Other people with similar names: Qian Chen
Unverified author pages with similar names: Qian Chen
2026
FOCUS: A Fine-Grained Customer-Oriented Sentiment Dialogue Summarization Dataset for Chinese Customer Service
Qian Chen | Mengqiang Hu | Xin Guo
Findings of the Association for Computational Linguistics: ACL 2026
Qian Chen | Mengqiang Hu | Xin Guo
Findings of the Association for Computational Linguistics: ACL 2026
Dialogue summarization (DS) plays a vital role in improving customer service efficiency by automatically generating concise summaries from lengthy multi-turn dialogues. However, existing studies largely overlook the fine-grained sentiment dynamics expressed by customers, and most DS datasets lack detailed sentiment annotations. These limitations hinder both accurate service quality assessment and the development of sentiment-aware summarization models. To address these challenges, we propose a three-stage approach to building an aspect-aware sentiment dataset, comprising: (1) aspect-anchored dialogue rewriting, (2) dialogue-anchored explainable label generation, and (3) label-dialogue integrated summarization. Building upon this scheme, we construct FOCUS, a Fine-grained customer-Oriented Chinese dialogUe Summarization dataset. FOCUS is the first Chinese dataset with 12,948 dialogues annotated for multi-level aspects, sentiment polarity, opinion content, emotions, as well as customer-oriented formatted and free-style sentiment summaries. To demonstrate the challenges and utility of FOCUS, we benchmark a range of summarization models on FOCUS and observe that current methods often exhibit misalignment between aspects and sentiments. Meanwhile, we find that a Chain-of-Thought approach can enhance faithfulness and interpretability, highlighting promising directions for future research on this dataset. FOCUS serves as a valuable resource to advance research in sentiment-aware DS and related tasks.