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Chatbots for CRM and Dialogue Management

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Artificial Intelligence for Customer Relationship Management

Part of the book series: Human–Computer Interaction Series ((HCIS))

Abstract

In this chapter, we learn how to manage a dialogue relying on the discourse of its utterances. We show how a dialogue structure can be built from an initial utterance. After that, we introduce an imaginary discourse tree to address the problem of involving background knowledge on demand, answering questions. An approach to dialogue management based on a lattice walk is described. We also propose Doc2Dialogue algorithm of converting a paragraph of text into a hypothetical dialogue based on an analysis of a discourse tree for this paragraph. This technique allows for a substantial extension of chatbot training datasets in an arbitrary domain. We evaluate constructed dialogues and conclude that deploying the proposed algorithm is a key in successful chatbot development in a broad range of domains where manual coding for dialogue management and providing relevant content is not practical.

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Acknowledgements

I am grateful to my colleagues Dmitry Ilvovsky and Tatyana Makhalova for help in the preparation of this chapter.

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    Boris Galitsky

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Galitsky, B. (2021). Chatbots for CRM and Dialogue Management. In: Artificial Intelligence for Customer Relationship Management. Human–Computer Interaction Series. Springer, Cham. https://doi.org/10.1007/978-3-030-61641-0_1

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