论文标题
比较呼叫中心对话的提取性摘要的方法
Comparing Methods for Extractive Summarization of Call Centre Dialogue
论文作者
论文摘要
本文提供了评估某些文本摘要技术的结果，目的是为Contact Center解决方案生产呼叫摘要。我们特别关注提取性摘要方法，因为它们不需要任何标记的数据，并且易于实现生产使用。我们通过使用这些方法来比较几种此类方法来对呼叫的摘要进行比较，并客观地（使用Rouge-L）和主观（通过汇总了几个注释者的判断）来评估这些摘要。我们发现，主题和铅-N的表现优于其他摘要方法，而Bertsum在主观和客观评估中的得分相对较低。结果表明，即使是基于启发式方法的方法，例如Lead-n Ca n也会产生有意义的呼叫中心对话摘要。
This paper provides results of evaluating some text summarisation techniques for the purpose of producing call summaries for contact centre solutions. We specifically focus on extractive summarisation methods, as they do not require any labelled data and are fairly quick and easy to implement for production use. We experimentally compare several such methods by using them to produce summaries of calls, and evaluating these summaries objectively (using ROUGE-L) and subjectively (by aggregating the judgements of several annotators). We found that TopicSum and Lead-N outperform the other summarisation methods, whilst BERTSum received comparatively lower scores in both subjective and objective evaluations. The results demonstrate that even such simple heuristics-based methods like Lead-N ca n produce meaningful and useful summaries of call centre dialogues.
