Development of goal-oriented dialogue systems for customer services in automotive industry

Merve Tuncer; Mehmet Fahri Bilici; Gulsen Eryigit

doi:10.1109/INISTA52262.2021.9548494

Development of goal-oriented dialogue systems for customer services in automotive industry

Merve Tuncer, Mehmet Fahri Bilici, Gulsen Eryigit

Yapay Zeka ve Veri Mühendisliği Bölümü

Dep. of Cognitive Services

Araştırma sonucu: ???type-name??? › Konferans katkısı › bilirkişi

Özet

Being the largest sector in Turkey in the field of export, the automotive sector is one of the most important sectors in Turkey. Companies that manage their customer relations through live support channels are faced with problems such as long waiting times, access through limited channels, the live support team losing time while accessing the inquiry tools, and the inability of the customers to convey a problem through visual channels that cannot be verbally expressed. This paper introduces a Goal-Oriented Dialogue System (GODS) for Customer Services in the Automotive Industry. Although there exist some studies for in-car dialogue systems, this is the first study for GODS in the mentioned field, and we think that the results obtained in this paper on Turkish will shed light on future studies for other languages. Our paper defines 6 general Intents and 16 Entities in the automotive customer services and 8 Dialog act classes. The paper also provides the ways to extend the system for emerging intent classes in live data and for the needs of different service companies, as well as the experimental results on a preliminary data-set.

Orijinal dil	İngilizce
Ana bilgisayar yayını başlığı	2021 International Conference on INnovations in Intelligent SysTems and Applications, INISTA 2021 - Proceedings
Editörler	Zeynep Hilal Kilimci, Tulay Yildirim, Vincenzo Piuri, Ireneusz Czarnowski, David Camacho, Yannis Manolopoulos, Serdar Solak
Yayınlayan	Institute of Electrical and Electronics Engineers Inc.
ISBN (Elektronik)	9781665436038
DOI'lar	https://doi.org/10.1109/INISTA52262.2021.9548494
Yayın durumu	Yayınlandı - 25 Ağu 2021
Etkinlik	2021 International Conference on INnovations in Intelligent SysTems and Applications, INISTA 2021 - Kocaeli, Turkey Süre: 25 Ağu 2021 → 27 Ağu 2021

Yayın serisi

Adı	2021 International Conference on INnovations in Intelligent SysTems and Applications, INISTA 2021 - Proceedings

???event.eventtypes.event.conference???

???event.eventtypes.event.conference???	2021 International Conference on INnovations in Intelligent SysTems and Applications, INISTA 2021
Ülke/Bölge	Turkey
Şehir	Kocaeli
Periyot	25/08/21 → 27/08/21

Bibliyografik not

Publisher Copyright:
© 2021 IEEE.

Finansman

This work was supported by The Scientific and Technological Reaserch Council of Turkey (TUBITAK) in scope of TEYDEB program (Project number is 3180364). The authors wish to thank Can Küçükgültekin, Ünal Karakuş, Çağatay Eralp, Kadriye Elif Oral, Ahmet Bağcı, Alper Ulusoy, and Eray Eroğlu for their valuable feedback and insights.

Finansörler	Finansör numarası
TUBITAK	3180364
Türkiye Bilimsel ve Teknolojik Araştirma Kurumu

BM SKH

Bu sonuç, aşağıdaki Sürdürülebilir Kalkınma Hedefine/Hedeflerine katkıda bulunur

Belgeye Erişim

10.1109/INISTA52262.2021.9548494

Diğer Dosyalar ve Linkler

Link to publication in Scopus

Alıntı Yap

Tuncer, M., Bilici, M. F., & Eryigit, G. (2021). Development of goal-oriented dialogue systems for customer services in automotive industry. In Z. H. Kilimci, T. Yildirim, V. Piuri, I. Czarnowski, D. Camacho, Y. Manolopoulos, & S. Solak (Eds.), 2021 International Conference on INnovations in Intelligent SysTems and Applications, INISTA 2021 - Proceedings (2021 International Conference on INnovations in Intelligent SysTems and Applications, INISTA 2021 - Proceedings). Institute of Electrical and Electronics Engineers Inc.. https://doi.org/10.1109/INISTA52262.2021.9548494

Tuncer, Merve ; Bilici, Mehmet Fahri ; Eryigit, Gulsen. / Development of goal-oriented dialogue systems for customer services in automotive industry. 2021 International Conference on INnovations in Intelligent SysTems and Applications, INISTA 2021 - Proceedings. editör / Zeynep Hilal Kilimci ; Tulay Yildirim ; Vincenzo Piuri ; Ireneusz Czarnowski ; David Camacho ; Yannis Manolopoulos ; Serdar Solak. Institute of Electrical and Electronics Engineers Inc., 2021. (2021 International Conference on INnovations in Intelligent SysTems and Applications, INISTA 2021 - Proceedings).

@inproceedings{a69840bbf32744f08eddb93e22bf9fb7,

title = "Development of goal-oriented dialogue systems for customer services in automotive industry",

abstract = "Being the largest sector in Turkey in the field of export, the automotive sector is one of the most important sectors in Turkey. Companies that manage their customer relations through live support channels are faced with problems such as long waiting times, access through limited channels, the live support team losing time while accessing the inquiry tools, and the inability of the customers to convey a problem through visual channels that cannot be verbally expressed. This paper introduces a Goal-Oriented Dialogue System (GODS) for Customer Services in the Automotive Industry. Although there exist some studies for in-car dialogue systems, this is the first study for GODS in the mentioned field, and we think that the results obtained in this paper on Turkish will shed light on future studies for other languages. Our paper defines 6 general Intents and 16 Entities in the automotive customer services and 8 Dialog act classes. The paper also provides the ways to extend the system for emerging intent classes in live data and for the needs of different service companies, as well as the experimental results on a preliminary data-set.",

keywords = "Automotive goal-oriented dialogue system, Automotive industry, Dialogue systems",

author = "Merve Tuncer and Bilici, {Mehmet Fahri} and Gulsen Eryigit",

note = "Publisher Copyright: {\textcopyright} 2021 IEEE.; 2021 International Conference on INnovations in Intelligent SysTems and Applications, INISTA 2021 ; Conference date: 25-08-2021 Through 27-08-2021",

year = "2021",

month = aug,

day = "25",

doi = "10.1109/INISTA52262.2021.9548494",

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publisher = "Institute of Electrical and Electronics Engineers Inc.",

editor = "Kilimci, {Zeynep Hilal} and Tulay Yildirim and Vincenzo Piuri and Ireneusz Czarnowski and David Camacho and Yannis Manolopoulos and Serdar Solak",

booktitle = "2021 International Conference on INnovations in Intelligent SysTems and Applications, INISTA 2021 - Proceedings",

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Tuncer, M, Bilici, MF & Eryigit, G 2021, Development of goal-oriented dialogue systems for customer services in automotive industry. in ZH Kilimci, T Yildirim, V Piuri, I Czarnowski, D Camacho, Y Manolopoulos & S Solak (eds), 2021 International Conference on INnovations in Intelligent SysTems and Applications, INISTA 2021 - Proceedings. 2021 International Conference on INnovations in Intelligent SysTems and Applications, INISTA 2021 - Proceedings, Institute of Electrical and Electronics Engineers Inc., 2021 International Conference on INnovations in Intelligent SysTems and Applications, INISTA 2021, Kocaeli, Turkey, 25/08/21. https://doi.org/10.1109/INISTA52262.2021.9548494

Development of goal-oriented dialogue systems for customer services in automotive industry. / Tuncer, Merve; Bilici, Mehmet Fahri; Eryigit, Gulsen.
2021 International Conference on INnovations in Intelligent SysTems and Applications, INISTA 2021 - Proceedings. ed. / Zeynep Hilal Kilimci; Tulay Yildirim; Vincenzo Piuri; Ireneusz Czarnowski; David Camacho; Yannis Manolopoulos; Serdar Solak. Institute of Electrical and Electronics Engineers Inc., 2021. (2021 International Conference on INnovations in Intelligent SysTems and Applications, INISTA 2021 - Proceedings).

Araştırma sonucu: ???type-name??? › Konferans katkısı › bilirkişi

TY - GEN

T1 - Development of goal-oriented dialogue systems for customer services in automotive industry

AU - Tuncer, Merve

AU - Bilici, Mehmet Fahri

AU - Eryigit, Gulsen

PY - 2021/8/25

Y1 - 2021/8/25

N2 - Being the largest sector in Turkey in the field of export, the automotive sector is one of the most important sectors in Turkey. Companies that manage their customer relations through live support channels are faced with problems such as long waiting times, access through limited channels, the live support team losing time while accessing the inquiry tools, and the inability of the customers to convey a problem through visual channels that cannot be verbally expressed. This paper introduces a Goal-Oriented Dialogue System (GODS) for Customer Services in the Automotive Industry. Although there exist some studies for in-car dialogue systems, this is the first study for GODS in the mentioned field, and we think that the results obtained in this paper on Turkish will shed light on future studies for other languages. Our paper defines 6 general Intents and 16 Entities in the automotive customer services and 8 Dialog act classes. The paper also provides the ways to extend the system for emerging intent classes in live data and for the needs of different service companies, as well as the experimental results on a preliminary data-set.

AB - Being the largest sector in Turkey in the field of export, the automotive sector is one of the most important sectors in Turkey. Companies that manage their customer relations through live support channels are faced with problems such as long waiting times, access through limited channels, the live support team losing time while accessing the inquiry tools, and the inability of the customers to convey a problem through visual channels that cannot be verbally expressed. This paper introduces a Goal-Oriented Dialogue System (GODS) for Customer Services in the Automotive Industry. Although there exist some studies for in-car dialogue systems, this is the first study for GODS in the mentioned field, and we think that the results obtained in this paper on Turkish will shed light on future studies for other languages. Our paper defines 6 general Intents and 16 Entities in the automotive customer services and 8 Dialog act classes. The paper also provides the ways to extend the system for emerging intent classes in live data and for the needs of different service companies, as well as the experimental results on a preliminary data-set.

KW - Automotive goal-oriented dialogue system

KW - Automotive industry

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M3 - Conference contribution

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T3 - 2021 International Conference on INnovations in Intelligent SysTems and Applications, INISTA 2021 - Proceedings

BT - 2021 International Conference on INnovations in Intelligent SysTems and Applications, INISTA 2021 - Proceedings

A2 - Kilimci, Zeynep Hilal

A2 - Yildirim, Tulay

A2 - Piuri, Vincenzo

A2 - Czarnowski, Ireneusz

A2 - Camacho, David

A2 - Manolopoulos, Yannis

A2 - Solak, Serdar

PB - Institute of Electrical and Electronics Engineers Inc.

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Y2 - 25 August 2021 through 27 August 2021

ER -

Tuncer M, Bilici MF, Eryigit G. Development of goal-oriented dialogue systems for customer services in automotive industry. In Kilimci ZH, Yildirim T, Piuri V, Czarnowski I, Camacho D, Manolopoulos Y, Solak S, editörler, 2021 International Conference on INnovations in Intelligent SysTems and Applications, INISTA 2021 - Proceedings. Institute of Electrical and Electronics Engineers Inc. 2021. (2021 International Conference on INnovations in Intelligent SysTems and Applications, INISTA 2021 - Proceedings). doi: 10.1109/INISTA52262.2021.9548494

Development of goal-oriented dialogue systems for customer services in automotive industry

Özet

Yayın serisi

???event.eventtypes.event.conference???

Bibliyografik not

Finansman

BM SKH

Belgeye Erişim

Diğer Dosyalar ve Linkler

Parmak izi

Alıntı Yap