Content Selection for Explanation Requests in Customer-Care Domain
Luca Anselma, Mirko Di Lascio, Dario Mana, Alessandro Mazzei, Manuela Sanguinetti
Abstract
This paper describes a content selection module for the generation of explanations in a dialogue system designed for customer care domain. First we describe the construction of a corpus of a dialogues containing explanation requests from customers to a virtual agent of a telco, and second we study and formalize the importance of a specific information content for the generated message. In particular, we adapt the notions of importance and relevance in the case of schematic knowledge bases.- Anthology ID:
- 2020.nl4xai-1.3
- Volume:
- 2nd Workshop on Interactive Natural Language Technology for Explainable Artificial Intelligence
- Month:
- November
- Year:
- 2020
- Address:
- Dublin, Ireland
- Venue:
- NL4XAI
- SIG:
- SIGGEN
- Publisher:
- Association for Computational Linguistics
- Note:
- Pages:
- 5–10
- Language:
- URL:
- https://aclanthology.org/2020.nl4xai-1.3
- DOI:
- Cite (ACL):
- Luca Anselma, Mirko Di Lascio, Dario Mana, Alessandro Mazzei, and Manuela Sanguinetti. 2020. Content Selection for Explanation Requests in Customer-Care Domain. In 2nd Workshop on Interactive Natural Language Technology for Explainable Artificial Intelligence, pages 5–10, Dublin, Ireland. Association for Computational Linguistics.
- Cite (Informal):
- Content Selection for Explanation Requests in Customer-Care Domain (Anselma et al., NL4XAI 2020)
- PDF:
- https://preview.aclanthology.org/ingestion-script-update/2020.nl4xai-1.3.pdf