Developing a Dialogue System How to Grant a Customer's Directive?

摘要

Estonian phone calls to travel agencies are analyzed with the further aim to develop a dialogue system. The analysis is based on the Estonian Dialogue Corpus. Customers' initial requests introduce a topic or check the competencies of the official, and they have to be adjusted in a following information-sharing sub-dialogue. Information is given briefly, using short sentences or phrases. A collaborative travel agent offers substituting information or action if s/he is unable to fulfill the customer's request. A dialogue system is being developed which gives travel information in Estonian. Ready-made sentence patterns are used in the current version for granting the users' requests. Our study will help to make the grants more natural.