Semantic and dialogic annotation for automated multilingual customer service
نویسندگان
چکیده
One central goal of the AMITIÉS multilingual humancomputer dialogue project is to create a dialogue management system capable of engaging the user in human-like conversation in a specific domain. To that end, we have developed new methods for the manual annotation of spoken dialogue transcriptions from European financial call centers. We have modified the DAMSL dialogic schema to create a dialogue act taxonomy appropriate for customer services. To capture the semantics, we use a domain-independent framework populated with domain-specific lists. We have designed a new flexible, platform-independent annotation tool, XDMLTool, and annotated several hundred dialogues in French and English. Inter-annotator agreement was moderate. We are using these data to design our dialogue system, and we hope that they will help us to derive appropriate dialogue strategies for novel situations.
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تاریخ انتشار 2003