中国科学院机构知识库网格
Chinese Academy of Sciences Institutional Repositories Grid
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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