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arXiv · 2205.06436

A Low-Cost, Controllable and Interpretable Task-Oriented Chatbot: With Real-World After-Sale Services as Example

Xiangyu Xi·Chenxu Lv·Yuncheng Hua·Wei Ye·Chaobo Sun·Shuaipeng Liu·Fan Yang·Guanglu Wan
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Abstract

Though widely used in industry, traditional task-oriented dialogue systems suffer from three bottlenecks: (i) difficult ontology construction (e.g., intents and slots); (ii) poor controllability and interpretability; (iii) annotation-hungry. In this paper, we propose to represent utterance with a simpler concept named Dialogue Action, upon which we construct a tree-structured TaskFlow and further build task-oriented chatbot with TaskFlow as core component. A framework is presented to automatically construct TaskFlow from large-scale dialogues and deploy online. Our experiments on real-world after-sale customer services show TaskFlow can satisfy the major needs, as well as reduce the developer burden effectively.

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Xiangyu Xi, Chenxu Lv, Yuncheng Hua, Wei Ye, Chaobo Sun, Shuaipeng Liu, Fan Yang, Guanglu Wan. 2022-05-13. A Low-Cost, Controllable and Interpretable Task-Oriented Chatbot: With Real-World After-Sale Services as Example. https://arxiv.org/abs/2205.06436

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