Artificial conversations for customer service chatter bots: Architecture, algorithms, and evaluation metrics
作者：
Highlights：
• We describe limitations of the current generation of computer-based chatter-bots.
• We demonstrate structures and algorithms producing computer-based conversations.
• Our conversations combine semantic and pragmatic knowledge for customer service.
• Our computer-based dialogs are based on conversation theory and Grice’s maxims.
• We demonstrate methods to evaluate conversations in the customer service domain.
摘要
•We describe limitations of the current generation of computer-based chatter-bots.•We demonstrate structures and algorithms producing computer-based conversations.•Our conversations combine semantic and pragmatic knowledge for customer service.•Our computer-based dialogs are based on conversation theory and Grice’s maxims.•We demonstrate methods to evaluate conversations in the customer service domain.
论文关键词：Artificial conversations,Computational conversations,Conversation engineering,Conversation semantics,Applied computational linguistics,Applied natural language processing
论文评审过程：Available online 2 May 2015, Version of Record 30 May 2015.
论文官网地址：https://doi.org/10.1016/j.eswa.2015.04.067
