Lingke: a Fine-grained Multi-turn Chatbot for Customer Service

Pengfei Zhu, Zhuosheng Zhang, Jiangtong Li, Yafang Huang, Hai Zhao


Abstract
Traditional chatbots usually need a mass of human dialogue data, especially when using supervised machine learning method. Though they can easily deal with single-turn question answering, for multi-turn the performance is usually unsatisfactory. In this paper, we present Lingke, an information retrieval augmented chatbot which is able to answer questions based on given product introduction document and deal with multi-turn conversations. We will introduce a fine-grained pipeline processing to distill responses based on unstructured documents, and attentive sequential context-response matching for multi-turn conversations.
Anthology ID:
C18-2024
Volume:
Proceedings of the 27th International Conference on Computational Linguistics: System Demonstrations
Month:
August
Year:
2018
Address:
Santa Fe, New Mexico
Venue:
COLING
SIG:
Publisher:
Association for Computational Linguistics
Note:
Pages:
108–112
Language:
URL:
https://www.aclweb.org/anthology/C18-2024
DOI:
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PDF:
http://aclanthology.lst.uni-saarland.de/C18-2024.pdf