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arXiv 1106.1817cs.AI
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自动训练用于口语对话系统的有问题的对话预测器

Automatically Training a Problematic Dialogue Predictor for a Spoken Dialogue System

AT&T Shannon Laboratory(AT&T Shannon实验室)

A. Gorin, I. Langkilde-Geary, M. A. Walker, J. Wright, H. Wright Hastie

摘要:

口语对话系统承诺从任何电话高效和自然地访问各种各样的信息源和服务。然而,当前的口语对话系统在其用于防止、识别和修复对话中出现的问题的策略方面存在缺陷。本文报告的结果自动训练的问题对话预测器,预测有问题的人机对话使用语料库的4692对话收集的“我如何可以帮助你”(SM)口语对话系统。有问题的对话预测器可以立即应用于系统的决定,即是否将呼叫转移到人工客户服务代理,或者用作系统的对话管理器的提示,以修改其行为来修复问题,甚至可能防止问题。我们发现,一个有问题的对话预测器使用自动获得的功能,从对话中的前两个交流可以预测有问题的对话13.2%,比基线更准确。

英文摘要:

Spoken dialogue systems promise efficient and natural access to a large variety of information sources and services from any phone. However, current spoken dialogue systems are deficient in their strategies for preventing, identifying and repairing problems that arise in the conversation. This paper reports results on automatically training a Problematic Dialogue Predictor to predict problematic human-computer dialogues using a corpus of 4692 dialogues collected with the 'How May I Help You' (SM) spoken dialogue system. The Problematic Dialogue Predictor can be immediately applied to the system's decision of whether to transfer the call to a human customer care agent, or be used as a cue to the system's dialogue manager to modify its behavior to repair problems, and even perhaps, to prevent them. We show that a Problematic Dialogue Predictor using automatically-obtainable features from the first two exchanges in the dialogue can predict problematic dialogues 13.2% more accurately than the baseline.

机构、总结、中文摘要均由AI分析而来,可能存在错误,请以论文正文为准。

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