Abstract
Live chat in customer service platforms is critical for serving clients online. For multi-turn question-answering live chat, typical Question Answering systems are single-turn and focus on factoid questions; alternatively, modeling as goal-oriented dialogue limits us to narrower domains. Motivated by these challenges, we develop a new approach based on a framework from a different discipline: Community Question Answering. Specifically, we opt to divide and conquer the task into two sub-tasks: (1) Question-Question Similarity, where we gain more than 9% absolute improvement in F1 over baseline; and (2) Answer Utterances Extraction, where we achieve a high F1 score of 87% for this new sub-task. Further, our user engagement metrics reveal how the enterprise support representatives benefit from the 2-step approach we deployed to production.- Anthology ID:
- 2021.sigdial-1.48
- Volume:
- Proceedings of the 22nd Annual Meeting of the Special Interest Group on Discourse and Dialogue
- Month:
- July
- Year:
- 2021
- Address:
- Singapore and Online
- Editors:
- Haizhou Li, Gina-Anne Levow, Zhou Yu, Chitralekha Gupta, Berrak Sisman, Siqi Cai, David Vandyke, Nina Dethlefs, Yan Wu, Junyi Jessy Li
- Venue:
- SIGDIAL
- SIG:
- SIGDIAL
- Publisher:
- Association for Computational Linguistics
- Note:
- Pages:
- 457–468
- Language:
- URL:
- https://aclanthology.org/2021.sigdial-1.48
- DOI:
- 10.18653/v1/2021.sigdial-1.48
- Cite (ACL):
- Ling-Yen Liao and Tarec Fares. 2021. A Practical 2-step Approach to Assist Enterprise Question-Answering Live Chat. In Proceedings of the 22nd Annual Meeting of the Special Interest Group on Discourse and Dialogue, pages 457–468, Singapore and Online. Association for Computational Linguistics.
- Cite (Informal):
- A Practical 2-step Approach to Assist Enterprise Question-Answering Live Chat (Liao & Fares, SIGDIAL 2021)
- PDF:
- https://preview.aclanthology.org/teach-a-man-to-fish/2021.sigdial-1.48.pdf