Conference Proceedings
Classifying dialogue acts in one-on-one live chats
SN Kim, L Cavedon, T Baldwin
Emnlp 2010 Conference on Empirical Methods in Natural Language Processing Proceedings of the Conference | Published : 2010
Abstract
We explore the task of automatically classifying dialogue acts in 1-on-1 online chat forums, an increasingly popular means of providing customer service. In particular, we investigate the effectiveness of various features and machine learners for this task. While a simple bag-of-words approach provides a solid baseline, we find that adding information from dialogue structure and inter-utterance dependency provides some increase in performance; learners that account for sequential dependencies (CRFs) show the best performance. We report our results from testing using a corpus of chat dialogues derived from online shopping customer-feedback data. © 2010 Association for Computational Linguistic..
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