This paper describes a content selection module for the generation of explanations in a dialogue system designed for customer care domain. First we describe the construction of a corpus of a dialogues containing explanation requests from customers to a virtual agent of a telco, and second we study and formalize the importance of a specific information content for the generated message. In particular, we adapt the notions of importance and relevance in the case of schematic knowledge bases.
Content Selection for Explanation Requests in Customer-Care Domain
Anselma Luca
;Di Lascio Mirko
;Mazzei Alessandro
;Sanguinetti Manuela
2020-01-01
Abstract
This paper describes a content selection module for the generation of explanations in a dialogue system designed for customer care domain. First we describe the construction of a corpus of a dialogues containing explanation requests from customers to a virtual agent of a telco, and second we study and formalize the importance of a specific information content for the generated message. In particular, we adapt the notions of importance and relevance in the case of schematic knowledge bases.
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