Abstract
In this section we propose a reasoning-based approach to a dialogue management for a customer support chat bot. To build a dialogue scenario, we analyze the discourse tree (DT) of an initial query of a customer support dialogue that is frequently complex and multi-sentence. We then enforce rhetorical agreement between DT of the initial query and that of the answers, requests and responses. The chat bot finds answers, which are not only relevant by topic but also suitable for a given step of a conversation and match the question by style, communication means, experience level and other domain-independent attributes. We evaluate a performance of proposed algorithm in car repair domain and observe a 5 to 10% improvement for single and three-step dialogues respectively, in comparison with baseline approaches to dialogue management.- Anthology ID:
- W18-5703
- Volume:
- Proceedings of the 2018 EMNLP Workshop SCAI: The 2nd International Workshop on Search-Oriented Conversational AI
- Month:
- October
- Year:
- 2018
- Address:
- Brussels, Belgium
- Editors:
- Aleksandr Chuklin, Jeff Dalton, Julia Kiseleva, Alexey Borisov, Mikhail Burtsev
- Venue:
- EMNLP
- SIG:
- Publisher:
- Association for Computational Linguistics
- Note:
- Pages:
- 17–23
- Language:
- URL:
- https://aclanthology.org/W18-5703
- DOI:
- 10.18653/v1/W18-5703
- Cite (ACL):
- Boris Galitsky and Dmitry Ilvovsky. 2018. Building Dialogue Structure from Discourse Tree of a Question. In Proceedings of the 2018 EMNLP Workshop SCAI: The 2nd International Workshop on Search-Oriented Conversational AI, pages 17–23, Brussels, Belgium. Association for Computational Linguistics.
- Cite (Informal):
- Building Dialogue Structure from Discourse Tree of a Question (Galitsky & Ilvovsky, EMNLP 2018)
- PDF:
- https://preview.aclanthology.org/ml4al-ingestion/W18-5703.pdf