@inproceedings{firdaus-etal-2020-incorporating,
title = "Incorporating Politeness across Languages in Customer Care Responses: Towards building a Multi-lingual Empathetic Dialogue Agent",
author = "Firdaus, Mauajama and
Ekbal, Asif and
Bhattacharyya, Pushpak",
editor = "Calzolari, Nicoletta and
B{\'e}chet, Fr{\'e}d{\'e}ric and
Blache, Philippe and
Choukri, Khalid and
Cieri, Christopher and
Declerck, Thierry and
Goggi, Sara and
Isahara, Hitoshi and
Maegaard, Bente and
Mariani, Joseph and
Mazo, H{\'e}l{\`e}ne and
Moreno, Asuncion and
Odijk, Jan and
Piperidis, Stelios",
booktitle = "Proceedings of the Twelfth Language Resources and Evaluation Conference",
month = may,
year = "2020",
address = "Marseille, France",
publisher = "European Language Resources Association",
url = "https://aclanthology.org/2020.lrec-1.514",
pages = "4172--4182",
abstract = "Customer satisfaction is an essential aspect of customer care systems. It is imperative for such systems to be polite while handling customer requests/demands. In this paper, we present a large multi-lingual conversational dataset for English and Hindi. We choose data from Twitter having both generic and courteous responses between customer care agents and aggrieved users. We also propose strong baselines that can induce courteous behaviour in generic customer care response in a multi-lingual scenario. We build a deep learning framework that can simultaneously handle different languages and incorporate polite behaviour in the customer care agent{'}s responses. Our system is competent in generating responses in different languages (here, English and Hindi) depending on the customer{'}s preference and also is able to converse with humans in an empathetic manner to ensure customer satisfaction and retention. Experimental results show that our proposed models can converse in both the languages and the information shared between the languages helps in improving the performance of the overall system. Qualitative and quantitative analysis shows that the proposed method can converse in an empathetic manner by incorporating courteousness in the responses and hence increasing customer satisfaction.",
language = "English",
ISBN = "979-10-95546-34-4",
}
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<abstract>Customer satisfaction is an essential aspect of customer care systems. It is imperative for such systems to be polite while handling customer requests/demands. In this paper, we present a large multi-lingual conversational dataset for English and Hindi. We choose data from Twitter having both generic and courteous responses between customer care agents and aggrieved users. We also propose strong baselines that can induce courteous behaviour in generic customer care response in a multi-lingual scenario. We build a deep learning framework that can simultaneously handle different languages and incorporate polite behaviour in the customer care agent’s responses. Our system is competent in generating responses in different languages (here, English and Hindi) depending on the customer’s preference and also is able to converse with humans in an empathetic manner to ensure customer satisfaction and retention. Experimental results show that our proposed models can converse in both the languages and the information shared between the languages helps in improving the performance of the overall system. Qualitative and quantitative analysis shows that the proposed method can converse in an empathetic manner by incorporating courteousness in the responses and hence increasing customer satisfaction.</abstract>
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%0 Conference Proceedings
%T Incorporating Politeness across Languages in Customer Care Responses: Towards building a Multi-lingual Empathetic Dialogue Agent
%A Firdaus, Mauajama
%A Ekbal, Asif
%A Bhattacharyya, Pushpak
%Y Calzolari, Nicoletta
%Y Béchet, Frédéric
%Y Blache, Philippe
%Y Choukri, Khalid
%Y Cieri, Christopher
%Y Declerck, Thierry
%Y Goggi, Sara
%Y Isahara, Hitoshi
%Y Maegaard, Bente
%Y Mariani, Joseph
%Y Mazo, Hélène
%Y Moreno, Asuncion
%Y Odijk, Jan
%Y Piperidis, Stelios
%S Proceedings of the Twelfth Language Resources and Evaluation Conference
%D 2020
%8 May
%I European Language Resources Association
%C Marseille, France
%@ 979-10-95546-34-4
%G English
%F firdaus-etal-2020-incorporating
%X Customer satisfaction is an essential aspect of customer care systems. It is imperative for such systems to be polite while handling customer requests/demands. In this paper, we present a large multi-lingual conversational dataset for English and Hindi. We choose data from Twitter having both generic and courteous responses between customer care agents and aggrieved users. We also propose strong baselines that can induce courteous behaviour in generic customer care response in a multi-lingual scenario. We build a deep learning framework that can simultaneously handle different languages and incorporate polite behaviour in the customer care agent’s responses. Our system is competent in generating responses in different languages (here, English and Hindi) depending on the customer’s preference and also is able to converse with humans in an empathetic manner to ensure customer satisfaction and retention. Experimental results show that our proposed models can converse in both the languages and the information shared between the languages helps in improving the performance of the overall system. Qualitative and quantitative analysis shows that the proposed method can converse in an empathetic manner by incorporating courteousness in the responses and hence increasing customer satisfaction.
%U https://aclanthology.org/2020.lrec-1.514
%P 4172-4182
Markdown (Informal)
[Incorporating Politeness across Languages in Customer Care Responses: Towards building a Multi-lingual Empathetic Dialogue Agent](https://aclanthology.org/2020.lrec-1.514) (Firdaus et al., LREC 2020)
ACL