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Evaluating Task-oriented Dialogue Systems: A Systematic Review of Measures, Constructs and their Operationalisations
April 9, 2024, 4:51 a.m. | Anouck Braggaar, Christine Liebrecht, Emiel van Miltenburg, Emiel Krahmer
cs.CL updates on arXiv.org arxiv.org
Abstract: This review gives an extensive overview of evaluation methods for task-oriented dialogue systems, paying special attention to practical applications of dialogue systems, for example for customer service. The review (1) provides an overview of the used constructs and metrics in previous work, (2) discusses challenges in the context of dialogue system evaluation and (3) develops a research agenda for the future of dialogue system evaluation. We conducted a systematic review of four databases (ACL, ACM, …
abstract applications arxiv attention cs.cl cs.hc customer customer service dialogue evaluation example metrics overview practical review service systems type work
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