A Situation-Based Dialogue Classification Model for Emergency Calls
Keonsoo Lee, Jae Kwan Kim, Myon-Woong Park, Laehyun Kim, Kuei-Fang Hsiao · 2017
In order to serve emergency calls, figuring out the types of emergency is one of the most important tasks. The reaction for the call is dependent on the type of the emergency. However, serving emergency calls is based on not the evaluation but the interaction. The emergency type should be decided with insufficient information and the decided type leads to the next information. In this paper, we propose a model of dialogue classification to determine the objective of the dialogue while the conversation is on its way. Situation of the conversation is used for decision making. Until the call is over, the situation supports the objective of the call and the decided objective leads next action for acquiring more specific situation recursively.