@inproceedings{liao-fares-2021-practical,
title = "A Practical 2-step Approach to Assist Enterprise Question-Answering Live Chat",
author = "Liao, Ling-Yen and
Fares, Tarec",
editor = "Li, Haizhou and
Levow, Gina-Anne and
Yu, Zhou and
Gupta, Chitralekha and
Sisman, Berrak and
Cai, Siqi and
Vandyke, David and
Dethlefs, Nina and
Wu, Yan and
Li, Junyi Jessy",
booktitle = "Proceedings of the 22nd Annual Meeting of the Special Interest Group on Discourse and Dialogue",
month = jul,
year = "2021",
address = "Singapore and Online",
publisher = "Association for Computational Linguistics",
url = "https://aclanthology.org/2021.sigdial-1.48",
doi = "10.18653/v1/2021.sigdial-1.48",
pages = "457--468",
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.",
}
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%0 Conference Proceedings
%T A Practical 2-step Approach to Assist Enterprise Question-Answering Live Chat
%A Liao, Ling-Yen
%A Fares, Tarec
%Y Li, Haizhou
%Y Levow, Gina-Anne
%Y Yu, Zhou
%Y Gupta, Chitralekha
%Y Sisman, Berrak
%Y Cai, Siqi
%Y Vandyke, David
%Y Dethlefs, Nina
%Y Wu, Yan
%Y Li, Junyi Jessy
%S Proceedings of the 22nd Annual Meeting of the Special Interest Group on Discourse and Dialogue
%D 2021
%8 July
%I Association for Computational Linguistics
%C Singapore and Online
%F liao-fares-2021-practical
%X 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.
%R 10.18653/v1/2021.sigdial-1.48
%U https://aclanthology.org/2021.sigdial-1.48
%U https://doi.org/10.18653/v1/2021.sigdial-1.48
%P 457-468
Markdown (Informal)
[A Practical 2-step Approach to Assist Enterprise Question-Answering Live Chat](https://aclanthology.org/2021.sigdial-1.48) (Liao & Fares, SIGDIAL 2021)
ACL