Call Centre Conversation Summarization: A Pilot Task at Multiling 2015
Benoît Favre, Evgeny A. Stepanov, Jérémy Trione, Frédéric Béchet, Giuseppe Riccardi · 2015
This paper describes the results of the Call Centre Conversation Summarization task at Multiling'15.The CCCS task consists in generating abstractive synopses from call centre conversations between a caller and an agent.Synopses are summaries of the problem of the caller, and how it is solved by the agent.Generating them is a very challenging task given that deep analysis of the dialogs and text generation are necessary.Three languages were addressed: French, Italian and English translations of conversations from those two languages.The official evaluation metric was ROUGE-2.Two participants submitted a total of four systems which had trouble beating the extractive baselines.The datasets released for the task will allow more research on abstractive dialog summarization.