Customer-support services increasingly rely on automation, whether fully or with human intervention. Despite optimising resources, this may result in mechanical protocols and lack of human interaction, thus reducing customer loyalty. Our goal is to enhance interpretability and provide guidance in communication through novel tools for easier analysis of message trends and sentiment variations. Monitoring these contributes to more informed decision-making, enabling proactive mitigation of potential issues, such as protocol deviations or customer dissatisfaction. We propose a generic approach for dialogue flow discovery that leverages clustering techniques to identify dialogue states, represented by related utterances. State transitions are further analyzed to detect prevailing sentiments. Hence, we discover sentiment-aware dialogue flows that offer an interpretability layer to artificial agents, even those based on black-boxes, ultimately increasing trustworthiness. Experimental results demonstrate the effectiveness of our approach across different dialogue datasets, covering both human-human and human-machine exchanges, applicable in task-oriented contexts but also to social media, highlighting its potential impact across various customer-support settings.

Large Language Models (LLMs) have a significant user base and are gaining increasing interest and impact across various domains. Given their expanding influence, it is crucial to implement appropriate guardrails or controls to ensure ethical and responsible use. In this paper, we propose to automate the evaluation of the knowledge stored in LLMs. This is achieved by generating datasets tailored for this specific purpose, in any selected domain. Our approach consists of four major steps: (i) extraction of relevant entities; (ii) gathering of domain properties; (iii) dataset generation; and (iv) model evaluation. In order to materialize this vision, tools and resources were experimented for entity linking, knowledge acquisition, classification and prompt generation, yielding valuable insights and lessons. The generation of datasets for domain specific model evaluation has successfully proved that the approach can be a future tool for evaluating and moving LLMs “black-boxes” to human-interpretable knowledge bases.

Several dialogue corpora are currently available for research purposes, but they still fall short for the growing interest in the development of dialogue systems with their own specific requirements. In order to help those requiring such a corpus, this paper surveys a range of available options, in terms of aspects like speakers, size, languages, collection, annotations, and domains. Some trends are identified and possible approaches for the creation of new corpora are also discussed.