Automatic Dialog Flow Extraction and Guidance
Patrícia Ferreira · 2023
Today, human assistants are often replaced by chatbots, designed to communicate via natural language, however, some disadvantages are notorious with this replacement.This PhD thesis project consists of researching, implementing, and testing a solution for guiding the action of a human in a contact center.It will start with the discovery and creation of datasets in Portuguese.Next, it will go through three main components: Extraction for processing dialogs and using the information to describe interactions; Representation for discovering the most frequent dialog flows represented by graphs; Guidance for helping the agent during a new dialog.These will be integrated in a single framework.In order to avoid service degradation resulting from the adoption of chatbots, this work aims to explore technologies in order to increase the efficiency of the human's job without losing human contact.