An End-to-End Dialogue Summarization System for Sales Calls

Abedelkadir Asi, Song Wang, Roy Eisenstadt, Dean Geckt, Yarin Kuper, Yi Mao, Royi Ronen


Abstract
Summarizing sales calls is a routine task performed manually by salespeople. We present a production system which combines generative models fine-tuned for customer-agent setting, with a human-in-the-loop user experience for an interactive summary curation process. We address challenging aspects of dialogue summarization task in a real-world setting including long input dialogues, content validation, lack of labeled data and quality evaluation. We show how GPT-3 can be leveraged as an offline data labeler to handle training data scarcity and accommodate privacy constraints in an industrial setting. Experiments show significant improvements by our models in tackling the summarization and content validation tasks on public datasets.
Anthology ID:
2022.naacl-industry.6
Volume:
Proceedings of the 2022 Conference of the North American Chapter of the Association for Computational Linguistics: Human Language Technologies: Industry Track
Month:
July
Year:
2022
Address:
Hybrid: Seattle, Washington + Online
Editors:
Anastassia Loukina, Rashmi Gangadharaiah, Bonan Min
Venue:
NAACL
SIG:
Publisher:
Association for Computational Linguistics
Note:
Pages:
45–53
Language:
URL:
https://aclanthology.org/2022.naacl-industry.6
DOI:
10.18653/v1/2022.naacl-industry.6
Bibkey:
Cite (ACL):
Abedelkadir Asi, Song Wang, Roy Eisenstadt, Dean Geckt, Yarin Kuper, Yi Mao, and Royi Ronen. 2022. An End-to-End Dialogue Summarization System for Sales Calls. In Proceedings of the 2022 Conference of the North American Chapter of the Association for Computational Linguistics: Human Language Technologies: Industry Track, pages 45–53, Hybrid: Seattle, Washington + Online. Association for Computational Linguistics.
Cite (Informal):
An End-to-End Dialogue Summarization System for Sales Calls (Asi et al., NAACL 2022)
Copy Citation:
PDF:
https://aclanthology.org/2022.naacl-industry.6.pdf
Video:
 https://aclanthology.org/2022.naacl-industry.6.mp4
Data
CoLADialogSumSAMSum