UtteranceAlignmentinCustomServicebyIntegerProgramming
UtteranceAlignmentinCustomServicebyIntegerProgramming.pdf
Incustomerservice(CS),customersposequestionsthatwillbeansweredbycustomerservicestaff,andthecommunicationinCSisatypicalmulti-roundconversation.However,therearenoexplicitcorrespondencesamongconversationalutterances,andobtainingtheexplicitalignmentsofthoseutterancesnotonlycontributestodialogueanalysisbutalsoprovidesvaluabledataforlearningintelligentdialoguesystems.Inthispaper,wefirstpresentastudyonutterancealignment(UA)inCS.Wedividethealignmentofutterancesintofourtypes:None,One-to-One,One-to-ManyandJump.Thedirectdesignmodelssuchasrule-basedandmatching-basedmethodsareoftenonlygoodatsolvingpartoftypes,andthemajorreasonisthattheyignoretheinteractionsofdifferentutterances.Therefore,tomodelthemutualinfluenceofdifferentutterancesaswellastheiralignments,weproposeajointmodelwhichmodelstheUAasataskofjointdisambiguationandresolvedbyintegerprogramming.WeconductexperimentsonadatasetofaninhouseonlineCS.Andtheresultsindicatethatitperformsbetterthanbaselinemodels,especiallyforOne-to-ManyandJumpalignments.
作者：GuirongBai ShizhuHe KangLiu JunZhao
作者单位：NationalLaboratoryofPatternRecognitionInstituteofAutomation,ChineseAcademyofSciences,Beijing,100190,China;UniversityofChineseAcademyofSciences,Beijing,100049,ChinaNationalLaboratoryofPatternRecognitionInstituteofAutomation,ChineseAcademyofSciences,Beijing,100190,China
母体文献：第十八届中国计算语言学大会暨中国中文信息学会2019学术年会论文集
会议名称：第十八届中国计算语言学大会暨中国中文信息学会2019学术年会
会议时间：2019年10月18日
会议地点：昆明
主办单位：中国中文信息学会
语种：chi
分类号：
关键词：UtterancealignmentIntegerprogrammingCustomerservice
在线出版日期：2021年8月24日
基金项目：
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