According to a recent study, call centre agents’ spend approximately 82 percent of their total time looking at step-by-step guides, customer data, and knowledge base articles.

Traditionally, dialogue state tracking (DST) has served as a way to determine what a caller wants at a given point in a conversation. Unfortunately, these aspects are not accounted for in popular DST benchmarks. DST is the core part of a spoken dialogue system. It estimates the beliefs of possible user’s goals at every dialogue turn.

To reduce the burden on call centre agents and improve the SOTA of task-oriented dialogue systems, AI-powered customer service company ASAPP recently launched an action-based conversations dataset (ABCD). The dataset is designed to help develop task-oriented dialogue systems for customer service applications. ABCD consists of a fully labelled dataset with over 10,000 human dialogues containing 55 distinct user intents requiring sequences of actions constrained by company policies to accomplish tasks.

https://twitter.com/asapp/status/1397928363923177472

The dataset is currently available on GitHub.

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