Data Collection for Empirically Determining the Necessary Information for Smooth Handover in Dialogue

Abstract

Despite recent advances, dialogue systems still struggle to achieve fully autonomous transactions. Therefore, when a system encounters a problem, human operators need to take over the dialogue to complete the transaction. However, it is unclear what information should be presented to the operator when this handover takes place. In this study, we conducted a data collection experiment in which one of two operators talked to a user and switched with the other operator periodically while exchanging notes when the handovers took place. By examining these notes, it is possible to identify the information necessary for handing over the dialogue. We collected 60 dialogues in which two operators switched periodically while performing chat, consultation, and sales tasks in dialogue. We found that adjacency pairs are a useful representation for recording conversation history. In addition, we found that key-value-pair representation is also useful when there are underlying tasks, such as consultation and sales.

Resources

Details