【原创】人工客服会话日志挖掘论文调研

业务需求：

• 在人工客服服务日志中抽取问答对，配置到机器人知识库中

调研：

业界方案一：抽取式：

• QA matching：以question为出发点，即假设question已经确定，从上下文(主要是上文)中找到该question的答案，组成问答对
  • 【ECAI-2020】Matching Questions and Answers in Dialogues from Online Forums：https://arxiv.org/pdf/2005.09276.pdf
  • 【LREC-2020】Cross-sentence Pre-trained Model for Interactive QA matching：https://www.aclweb.org/anthology/2020.lrec-1.666/
• conversation structure modeling(dialogue structure analysis/conversation structure discovery/conversation disentanglement/discourse parsing)：以answer为出发点，即假设answer已经确定，从上下文(主要是上文)中找到该answer对应的问题(reply-to relation)，组成问答对，目前针对multi-party dialogue的研究较多
  two-party dialogue
  • 【AAAI-2017】Discovering Conversational Dependencies between Messages in Dialogs
  • 【AAAI-2019】Learning to Align Question and Answer Utterances in Customer Service Conversation with Recurrent Pointer Networks：https://ojs.aaai.org//index.php/AAAI/article/view/3778
    multi-party dialogue
  • 【NAACL-2018】Learning to Disentangle Interleaved Conversational Threads with a Siamese Hierarchical Network and Similarity Ranking：multi-party, SHCNN, CISIR
  • 【AAAI-2019】A Deep Sequential Model for Discourse Parsing on Multi-Party Dialogues：multi-party
  • 【NAACL-2019】Context-Aware Conversation Thread Detection in Multi-Party Chat：multi-party
  • 【AAAI-2020】Who Did They Respond to? Conversation Structure Modeling Using Masked Hierarchical Transformer：https://ojs.aaai.org/index.php/AAAI/article/view/6524

业界方案二：生成式：(暂不考虑该方案)

• 论文
  【ACL-2020】Generating Diverse and Consistent QA pairs from Contexts with Information-Maximizing Hierarchical Conditional VAEs：https://www.aclweb.org/anthology/2020.acl-main.20/
  【ACL-2020】Harvesting and Refining Question-Answer Pairs for Unsupervised QA：https://www.aclweb.org/anthology/2020.acl-main.600/
  【EMNLP-2020】QADiscourse - Discourse Relations as QA Pairs: Representation, Crowdsourcing and Baselines：https://www.aclweb.org/anthology/2020.emnlp-main.224/
  【ACL-2020】A Smart System to Generate and Validate Question Answer Pairs for COVID-19 Literature：https://www.aclweb.org/anthology/2020.sdp-1.4.pdf
  【AAAI-2020】On the Generation of Medical Question-Answer Pairs：https://ojs.aaai.org//index.php/AAAI/article/view/6410
  【ACL-2016】QA-It: Classifying Non-Referential It for Question Answer Pairs：https://www.aclweb.org/anthology/P16-3020
  【NAACL-2016】Watson Discovery Advisor: Question-answering in an industrial setting：https://www.aclweb.org/anthology/W16-0101.pdf
  【ACL-2019】Synthetic QA Corpora Generation with Roundtrip Consistency：https://www.aclweb.org/anthology/P19-1620.pdf
  【EMNLP-2017】Question Generation for Question Answering：https://www.aclweb.org/anthology/D17-1090.pdf
  【ACL-2018】Neural Models for Key Phrase Extraction and Question Generation：https://www.aclweb.org/anthology/W18-2609.pdf

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【ECAI-2020】Matching Questions