CSDS: A Fine-Grained Chinese Dataset for Customer Service Dialogue Summarization
文献类型:会议论文
作者 | Lin, Haitao2,3; Ma, Liqun2,3; Zhu, Junnan2,3; Xiang, Lu2,3; Zhou, Yu1,2,3; Zhang, Jiajun2,3; Zong, Chengqing2,3 |
出版日期 | 2021-11 |
会议日期 | 2021-11-07 - 2021-11-11 |
会议地点 | Online and Punta Cana, Dominican Republic |
页码 | 4436–4451 |
英文摘要 | Dialogue summarization has drawn much attention recently. Especially in the customer service domain, agents could use dialogue summaries to help boost their works by quickly knowing customer's issues and service progress. These applications require summaries to contain the perspective of a single speaker and have a clear topic flow structure. Neither are available in existing datasets. Therefore, in this paper, we introduce a novel Chinese dataset for Customer Service Dialogue Summarization (CSDS). CSDS improves the abstractive summaries in two aspects: (1) In addition to the overall summary for the whole dialogue, role-oriented summaries are also provided to acquire different speakers' viewpoints. (2) All the summaries sum up each topic separately, thus containing the topic-level structure of the dialogue. We define tasks in CSDS as generating the overall summary and different role-oriented summaries for a given dialogue. Next, we compare various summarization methods on CSDS, and experiment results show that existing methods are prone to generate redundant and incoherent summaries. Besides, the performance becomes much worse when analyzing the performance on role-oriented summaries and topic structures. We hope that this study could benchmark Chinese dialogue summarization and benefit further studies. |
会议录 | Proceedings of the 2021 Conference on Empirical Methods in Natural Language Processing |
语种 | 英语 |
源URL | [http://ir.ia.ac.cn/handle/173211/51972] |
专题 | 模式识别国家重点实验室_自然语言处理 |
通讯作者 | Zhou, Yu |
作者单位 | 1.Fanyu AI Laboratory, Zhongke Fanyu Technology Co., Ltd, Beijing, China 2.School of Artificial Intelligence, University of Chinese Academy of Sciences, Beijing, China 3.National Laboratory of Pattern Recognition, Institute of Automation, CAS, Beijing, China |
推荐引用方式 GB/T 7714 | Lin, Haitao,Ma, Liqun,Zhu, Junnan,et al. CSDS: A Fine-Grained Chinese Dataset for Customer Service Dialogue Summarization[C]. 见:. Online and Punta Cana, Dominican Republic. 2021-11-07 - 2021-11-11. |
入库方式: OAI收割
来源:自动化研究所
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