Action-Based Conversations Dataset: A Corpus for Building More In-Depth Task-Oriented Dialogue Systems (2021.naacl-main)
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| Challenge: | Existing goal-oriented dialogue datasets focus on identifying slots and values, but in reality, customer service agents follow multi-step procedures derived from explicit company policies. |
| Approach: | They propose to use a fully-labeled dataset to study customer service dialogue systems in real-world scenarios. |
| Outcome: | The proposed dataset outperforms existing models but still lacks 50.8% absolute accuracy to reach human-level performance on the dataset. |
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Jacob Andreas, John Bufe, David Burkett, Charles Chen, Josh Clausman, Jean Crawford, Kate Crim, Jordan DeLoach, Leah Dorner, Jason Eisner, Hao Fang, Alan Guo, David Hall, Kristin Hayes, Kellie Hill, Diana Ho, Wendy Iwaszuk, Smriti Jha, Dan Klein, Jayant Krishnamurthy, Theo Lanman, Percy Liang, Christopher H. Lin, Ilya Lintsbakh, Andy McGovern, Aleksandr Nisnevich, Adam Pauls, Dmitrij Petters, Brent Read, Dan Roth, Subhro Roy, Jesse Rusak, Beth Short, Div Slomin, Ben Snyder, Stephon Striplin, Yu Su, Zachary Tellman, Sam Thomson, Andrei Vorobev, Izabela Witoszko, Jason Wolfe, Abby Wray, Yuchen Zhang, Alexander Zotov
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