Problematic Situation Analysis and Automatic Recognition for Chinese Online Conversational System
Yang Xiang, Yaoyun Zhang, Xiaoqiang Zhou, Xiaolong Wang, Qin Yang · 2014
Automatic problematic situation recogni-tion (PSR) is important for an online conversational system to constantly im-prove its performance. A PSR module is responsible of automatically identifying users ’ un-satisfactions and then sending feedbacks to conversation managers. In this paper, we collect dialogues from a Chinese online chatbot, annotate the problematic situations and propose a framework to predict utterance-level problematic situations by integrating in-tent and sentiment factors. Different from previous work, the research field is set as open-domain in which very few domain specific textual features could be used and the method is easy to be adapted to other domains. Experimental results show that integrating both intent and sen-timent factors gains the best performance. 1