Dynamic user level and utility measurement for adaptive dialog in a help-desk system

Abstract

The learning and self-adaptive capability in dialog systems has become increasingly important with the advances in a wide range of applications. For any application, particularly the one dealing with a technical domain, the system should pay attention to not only the user experience level and dialog goals, but more importantly, the mechanism to adapt the system behavior to the evolving state of the user. This paper describes a methodology that first identifies the user experience level and utility metrics of the goal and sub-goals, then automatically adjusts those parameters based on discourse history and thus directs adaptive dialog management.