@inproceedings{ferreira-2023-automatic,
    title = "Automatic Dialog Flow Extraction and Guidance",
    author = "Ferreira, Patr{\'i}cia",
    editor = "Bassignana, Elisa  and
      Lindemann, Matthias  and
      Petit, Alban",
    booktitle = "Proceedings of the 17th Conference of the European Chapter of the Association for Computational Linguistics: Student Research Workshop",
    month = may,
    year = "2023",
    address = "Dubrovnik, Croatia",
    publisher = "Association for Computational Linguistics",
    url = "https://preview.aclanthology.org/ingest-emnlp/2023.eacl-srw.12/",
    doi = "10.18653/v1/2023.eacl-srw.12",
    pages = "112--122",
    abstract = "Today, human assistants are often replacedby chatbots, designed to communicate via natural language, however, some disadvantages are notorious with this replacement. This PhD thesis project consists of researching, implementing, and testing a solution for guiding the action of a human in a contact center. It will start with the discovery and creation of datasets in Portuguese.Next, it will go through three main components: Extraction for processing dialogs and using the information todescribe interactions; Representation for discovering the most frequent dialog flowsrepresented by graphs; Guidance for helping the agent during a new dialog. These will be integrated in a single framework. In order to avoid service degradation resulting from the adoption of chatbots, this work aims to explore technologies in order to increase the efficiency of the human{'}s job without losing human contact."
}