Topic-Oriented Spoken Dialogue Summarization for Customer Service with Saliency-Aware Topic Modeling

Understand

In a customer service system, dialogue summarization can boost service efficiency by automatically creating summaries for long spoken dialogues in which customers and agents try to address issues about specific topics.

• In this work, we focus on topic-oriented dialogue summarization, which generates highly abstractive summaries that preserve the main ideas from dialogues.
• In spoken dialogues, abundant dialogue noise and common semantics could obscure the underlying informative content, making the general topic modeling approaches difficult to apply.
• In addition, for customer service, role-specific information matters and is an indispensable part of a summary.