Dynamic control of utterance initiative in telephone operator dialogues
作者:
Ryutaro Toji,
Takashi Yoshida,
期刊:
Systems and Computers in Japan
(WILEY Available online 1993)
卷期:
Volume 24,
issue 1
页码: 79-98
ISSN:0882-1666
年代: 1993
DOI:10.1002/scj.4690240107
出版商: Wiley Subscription Services, Inc., A Wiley Company
关键词: Dialogue model;natural dialogue;utterance initiative;active utterance;passive utterance;utterance intention;intention understanding;utterance inducement;telephone operator dialogue;word spotting
数据来源: WILEY
摘要:
AbstractThis paper proposes a new dialogue model that controls utterance initiatives dynamically according to the dialogue context. It classifies utterance intentions into two categories: active and passive. Based on this model, the authors have developed a telephone operator system that can understand utterance intentions by word‐spotting, respond suitably, induce utterances, and anticipate subsequent utterances. The system was developed through simulations using text data of real dialogues between a human telephone operator and callers. The system could understand the intentions of callers' utterances (97 percent) and generate the same reply as a human operator (96 percent
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