Optimal Summaries for Enabling a Smooth Handover in Chat-Oriented Dialogue
Abstract
AbstractIn dialogue systems, one option for creating a better dialogue experience for the user is to have a human operator take over the dialogue when the system runs into trouble communicating with the user. In this type of handover situation (we call it intervention), it is useful for the operator to have access to the dialogue summary. However, it is not clear exactly what type of summary would be the most useful for a smooth handover. In this study, we investigated the optimal type of summary through experiments in which interlocutors were presented with various summary types during interventions in order to examine their effects. Our findings showed that the best summaries were an abstractive summary plus one utterance immediately before the handover and an extractive summary consisting of five utterances immediately before the handover. From the viewpoint of computational cost, we recommend that extractive summaries consisting of the last five utterances be used.