オペレータが交換したメモの分析に基づく円滑な対話の引継ぎに有用な情報の明確化

抄録

In dialogue services, a dialogue handover, where one operator transfers the conversation to another operator to respond to the user’s requests, occurs frequently. For a smooth handover, it is essential for the operator taking over to have a proper understanding of the dialogue context. However, it is unclear what information is useful for handover. In this study, we explored what information would be useful for operators to seamlessly continue dialogues through a dialogue handover experiment. Specifically, operators were made to take notes during the dialogue with the user, and these notes were used to hand over the dialogue to another operator repeatedly. By analyzing the content of the notes that converged through this process, we investigated the useful information for dialogue handover. As a result, it was found that sequence organizations are effective for chit-chat, while key-value pairs are more suitable for task-oriented dialogues. This finding is considered useful for constructing interfaces that facilitate dialogue handover.