@inproceedings{sastre-martinez-nugent-2022-inferring,
title = "Inferring Ranked Dialog Flows from Human-to-Human Conversations",
author = "Sastre Martinez, Javier Miguel and
Nugent, Aisling",
editor = "Lemon, Oliver and
Hakkani-Tur, Dilek and
Li, Junyi Jessy and
Ashrafzadeh, Arash and
Garcia, Daniel Hern{\'a}ndez and
Alikhani, Malihe and
Vandyke, David and
Du{\v{s}}ek, Ond{\v{r}}ej",
booktitle = "Proceedings of the 23rd Annual Meeting of the Special Interest Group on Discourse and Dialogue",
month = sep,
year = "2022",
address = "Edinburgh, UK",
publisher = "Association for Computational Linguistics",
url = "https://aclanthology.org/2022.sigdial-1.31",
doi = "10.18653/v1/2022.sigdial-1.31",
pages = "312--324",
abstract = "We present a novel technique to infer ranked dialog flows from human-to-human conversations that can be used as an initial conversation design or to analyze the complexities of the conversations in a call center. This technique aims to identify, for a given service, the most common sequences of questions and responses from the human agent. Multiple dialog flows for different ranges of top paths can be produced so they can be reviewed in rank order and be refined in successive iterations until additional flows have the desired level of detail. The system ingests historical conversations and efficiently condenses them into a weighted deterministic finite-state automaton, which is then used to export dialog flow designs that can be readily used by conversational agents. A proof-of-concept experiment was conducted with the MultiWoz data set, a sample output is presented and future directions are outlined.",
}
<?xml version="1.0" encoding="UTF-8"?>
<modsCollection xmlns="http://www.loc.gov/mods/v3">
<mods ID="sastre-martinez-nugent-2022-inferring">
<titleInfo>
<title>Inferring Ranked Dialog Flows from Human-to-Human Conversations</title>
</titleInfo>
<name type="personal">
<namePart type="given">Javier</namePart>
<namePart type="given">Miguel</namePart>
<namePart type="family">Sastre Martinez</namePart>
<role>
<roleTerm authority="marcrelator" type="text">author</roleTerm>
</role>
</name>
<name type="personal">
<namePart type="given">Aisling</namePart>
<namePart type="family">Nugent</namePart>
<role>
<roleTerm authority="marcrelator" type="text">author</roleTerm>
</role>
</name>
<originInfo>
<dateIssued>2022-09</dateIssued>
</originInfo>
<typeOfResource>text</typeOfResource>
<relatedItem type="host">
<titleInfo>
<title>Proceedings of the 23rd Annual Meeting of the Special Interest Group on Discourse and Dialogue</title>
</titleInfo>
<name type="personal">
<namePart type="given">Oliver</namePart>
<namePart type="family">Lemon</namePart>
<role>
<roleTerm authority="marcrelator" type="text">editor</roleTerm>
</role>
</name>
<name type="personal">
<namePart type="given">Dilek</namePart>
<namePart type="family">Hakkani-Tur</namePart>
<role>
<roleTerm authority="marcrelator" type="text">editor</roleTerm>
</role>
</name>
<name type="personal">
<namePart type="given">Junyi</namePart>
<namePart type="given">Jessy</namePart>
<namePart type="family">Li</namePart>
<role>
<roleTerm authority="marcrelator" type="text">editor</roleTerm>
</role>
</name>
<name type="personal">
<namePart type="given">Arash</namePart>
<namePart type="family">Ashrafzadeh</namePart>
<role>
<roleTerm authority="marcrelator" type="text">editor</roleTerm>
</role>
</name>
<name type="personal">
<namePart type="given">Daniel</namePart>
<namePart type="given">Hernández</namePart>
<namePart type="family">Garcia</namePart>
<role>
<roleTerm authority="marcrelator" type="text">editor</roleTerm>
</role>
</name>
<name type="personal">
<namePart type="given">Malihe</namePart>
<namePart type="family">Alikhani</namePart>
<role>
<roleTerm authority="marcrelator" type="text">editor</roleTerm>
</role>
</name>
<name type="personal">
<namePart type="given">David</namePart>
<namePart type="family">Vandyke</namePart>
<role>
<roleTerm authority="marcrelator" type="text">editor</roleTerm>
</role>
</name>
<name type="personal">
<namePart type="given">Ondřej</namePart>
<namePart type="family">Dušek</namePart>
<role>
<roleTerm authority="marcrelator" type="text">editor</roleTerm>
</role>
</name>
<originInfo>
<publisher>Association for Computational Linguistics</publisher>
<place>
<placeTerm type="text">Edinburgh, UK</placeTerm>
</place>
</originInfo>
<genre authority="marcgt">conference publication</genre>
</relatedItem>
<abstract>We present a novel technique to infer ranked dialog flows from human-to-human conversations that can be used as an initial conversation design or to analyze the complexities of the conversations in a call center. This technique aims to identify, for a given service, the most common sequences of questions and responses from the human agent. Multiple dialog flows for different ranges of top paths can be produced so they can be reviewed in rank order and be refined in successive iterations until additional flows have the desired level of detail. The system ingests historical conversations and efficiently condenses them into a weighted deterministic finite-state automaton, which is then used to export dialog flow designs that can be readily used by conversational agents. A proof-of-concept experiment was conducted with the MultiWoz data set, a sample output is presented and future directions are outlined.</abstract>
<identifier type="citekey">sastre-martinez-nugent-2022-inferring</identifier>
<identifier type="doi">10.18653/v1/2022.sigdial-1.31</identifier>
<location>
<url>https://aclanthology.org/2022.sigdial-1.31</url>
</location>
<part>
<date>2022-09</date>
<extent unit="page">
<start>312</start>
<end>324</end>
</extent>
</part>
</mods>
</modsCollection>
%0 Conference Proceedings
%T Inferring Ranked Dialog Flows from Human-to-Human Conversations
%A Sastre Martinez, Javier Miguel
%A Nugent, Aisling
%Y Lemon, Oliver
%Y Hakkani-Tur, Dilek
%Y Li, Junyi Jessy
%Y Ashrafzadeh, Arash
%Y Garcia, Daniel Hernández
%Y Alikhani, Malihe
%Y Vandyke, David
%Y Dušek, Ondřej
%S Proceedings of the 23rd Annual Meeting of the Special Interest Group on Discourse and Dialogue
%D 2022
%8 September
%I Association for Computational Linguistics
%C Edinburgh, UK
%F sastre-martinez-nugent-2022-inferring
%X We present a novel technique to infer ranked dialog flows from human-to-human conversations that can be used as an initial conversation design or to analyze the complexities of the conversations in a call center. This technique aims to identify, for a given service, the most common sequences of questions and responses from the human agent. Multiple dialog flows for different ranges of top paths can be produced so they can be reviewed in rank order and be refined in successive iterations until additional flows have the desired level of detail. The system ingests historical conversations and efficiently condenses them into a weighted deterministic finite-state automaton, which is then used to export dialog flow designs that can be readily used by conversational agents. A proof-of-concept experiment was conducted with the MultiWoz data set, a sample output is presented and future directions are outlined.
%R 10.18653/v1/2022.sigdial-1.31
%U https://aclanthology.org/2022.sigdial-1.31
%U https://doi.org/10.18653/v1/2022.sigdial-1.31
%P 312-324
Markdown (Informal)
[Inferring Ranked Dialog Flows from Human-to-Human Conversations](https://aclanthology.org/2022.sigdial-1.31) (Sastre Martinez & Nugent, SIGDIAL 2022)
ACL