Papers by Emily Moeng
NatCS: Eliciting Natural Customer Support Dialogues (2023.findings-acl)
Copied to clipboard
| Challenge: | Existing task-oriented dialogue datasets do not reflect the expected characteristics of real customer support conversations. |
| Approach: | They propose to collect real customer service conversations from real conversations . they show that dialogue act annotations provide more effective training data . |
| Outcome: | The proposed approach is more representative of real human-to-human conversations compared to existing dialogue datasets . the proposed approach can be used to facilitate open research in natural dialog systems . |