A Practical 2-step Approach to Assist Enterprise Question-Answering Live Chat
Ling-Yen Liao, Tarec Fares · 2021
Live chat in customer service platforms is critical for serving clients online.For multi-turn question-answering live chat, typical Question Answering systems are single-turn and focus on factoid questions; alternatively, modeling as goal-oriented dialogue limits us to narrower domains.Motivated by these challenges, we develop a new approach based on a framework from a different discipline: Community Question Answering.Specifically, we opt to divide and conquer the task into two sub-tasks:(1) Question-Question Similarity, where we gain more than 9% absolute improvement in F 1 over baseline; and (2) Answer Utterances Extraction, where we achieve a high F 1 score of 87% for this new sub-task.Further, our user engagement metrics reveal how the enterprise support representatives benefit from the 2-step approach we deployed to production.