8th European Conference on Speech Communication and Technology

Geneva, Switzerland
September 1-4, 2003


Semantic and Dialogic Annotation for Automated Multilingual Customer Service

Hilda Hardy (1), Kirk Baker (2), Hélène Bonneau-Maynard (3), Laurence Devillers (3), Sophie Rosset (3), Tomek Strzalkowski (1)

(1) University at Albany, USA
(2) Duke University, USA
(3) LIMSI-CNRS, France

One central goal of the AMITIES multilingual human-computer dialogue project is to create a dialogue management system capable of engaging the user in human-like conversation in a specific domain. To that end, we have developed new methods for the manual annotation of spoken dialogue transcriptions from European financial call centers. We have modified the DAMSL dialogic schema to create a dialogue act taxonomy appropriate for customer services. To capture the semantics, we use a domain-independent framework populated with domain-specific lists. We have designed a new flexible, platform-independent annotation tool, XDML Tool, and annotated several hundred dialogues in French and English. Inter-annotator agreement was moderate. We are using these data to design our dialogue system, and we hope that they will help us to derive appropriate dialogue strategies for novel situations.

Full Paper

Bibliographic reference.  Hardy, Hilda / Baker, Kirk / Bonneau-Maynard, Hélène / Devillers, Laurence / Rosset, Sophie / Strzalkowski, Tomek (2003): "Semantic and dialogic annotation for automated multilingual customer service", In EUROSPEECH-2003, 201-204.