Using Dialogue Acts to Suggest Responses in Support Services via Instant Messaging
Edward Ivanovic · 2006
Instant messaging dialogue is real-time, text-based computer-mediated communication conducted over the Internet. Messages sent over instant messaging can be encoded We propose a method of using dialogue acts to predict utterances in taskoriented dialogue. Dialogue acts provide a semantic representation of utterances in a dialogue. An evaluation using a dialogue simulation program shows that our proposed method of predicting responses provides useful suggestions for almost all response types. 1