@inproceedings{ferreira-2023-automatic,
title = "Automatic Dialog Flow Extraction and Guidance",
author = "Ferreira, Patr{\'\i}cia",
editor = "Bassignana, Elisa and
Lindemann, Matthias and
Petit, Alban",
booktitle = "Proceedings of the 17th Conference of the European Chapter of the Association for Computational Linguistics: Student Research Workshop",
month = may,
year = "2023",
address = "Dubrovnik, Croatia",
publisher = "Association for Computational Linguistics",
url = "https://aclanthology.org/2023.eacl-srw.12",
doi = "10.18653/v1/2023.eacl-srw.12",
pages = "112--122",
abstract = "Today, human assistants are often replacedby chatbots, designed to communicate via natural language, however, some disadvantages are notorious with this replacement. This PhD thesis project consists of researching, implementing, and testing a solution for guiding the action of a human in a contact center. It will start with the discovery and creation of datasets in Portuguese.Next, it will go through three main components: Extraction for processing dialogs and using the information todescribe interactions; Representation for discovering the most frequent dialog flowsrepresented by graphs; Guidance for helping the agent during a new dialog. These will be integrated in a single framework. In order to avoid service degradation resulting from the adoption of chatbots, this work aims to explore technologies in order to increase the efficiency of the human{'}s job without losing human contact.",
}
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%0 Conference Proceedings
%T Automatic Dialog Flow Extraction and Guidance
%A Ferreira, Patrícia
%Y Bassignana, Elisa
%Y Lindemann, Matthias
%Y Petit, Alban
%S Proceedings of the 17th Conference of the European Chapter of the Association for Computational Linguistics: Student Research Workshop
%D 2023
%8 May
%I Association for Computational Linguistics
%C Dubrovnik, Croatia
%F ferreira-2023-automatic
%X Today, human assistants are often replacedby chatbots, designed to communicate via natural language, however, some disadvantages are notorious with this replacement. This PhD thesis project consists of researching, implementing, and testing a solution for guiding the action of a human in a contact center. It will start with the discovery and creation of datasets in Portuguese.Next, it will go through three main components: Extraction for processing dialogs and using the information todescribe interactions; Representation for discovering the most frequent dialog flowsrepresented by graphs; Guidance for helping the agent during a new dialog. These will be integrated in a single framework. In order to avoid service degradation resulting from the adoption of chatbots, this work aims to explore technologies in order to increase the efficiency of the human’s job without losing human contact.
%R 10.18653/v1/2023.eacl-srw.12
%U https://aclanthology.org/2023.eacl-srw.12
%U https://doi.org/10.18653/v1/2023.eacl-srw.12
%P 112-122
Markdown (Informal)
[Automatic Dialog Flow Extraction and Guidance](https://aclanthology.org/2023.eacl-srw.12) (Ferreira, EACL 2023)
ACL
- Patrícia Ferreira. 2023. Automatic Dialog Flow Extraction and Guidance. In Proceedings of the 17th Conference of the European Chapter of the Association for Computational Linguistics: Student Research Workshop, pages 112–122, Dubrovnik, Croatia. Association for Computational Linguistics.