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CAUSE: Counterfactual Assessment of User Satisfaction Estimation in Task-Oriented Dialogue Systems
March 29, 2024, 4:47 a.m. | Amin Abolghasemi, Zhaochun Ren, Arian Askari, Mohammad Aliannejadi, Maarten de Rijke, Suzan Verberne
cs.CL updates on arXiv.org arxiv.org
Abstract: An important unexplored aspect in previous work on user satisfaction estimation for Task-Oriented Dialogue (TOD) systems is their evaluation in terms of robustness for the identification of user dissatisfaction: current benchmarks for user satisfaction estimation in TOD systems are highly skewed towards dialogues for which the user is satisfied. The effect of having a more balanced set of satisfaction labels on performance is unknown. However, balancing the data with more dissatisfactory dialogue samples requires further …
abstract arxiv assessment benchmarks counterfactual cs.cl current dialogue evaluation identification robustness systems terms type work
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