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Topic Id:

ID topic:	456
Partner Email:	L.J.M.Rothkrantz@tudelft.nl
Project Title:	O.V.R. Dialogue management
Abstract:	Many people are using the telephone as a medium to obtain information. They call a specific information service and ask the telephone operator specific questions. The telephone operator will try to answer these questions as good as possible with the knowledge she has regarding the specific knowledge domain. A dialogue emerges between the telephone operator and the client. To make the dialogue between the client and the telephone operator more efficient and effective while maintaining a high client appreciation the current dialogue management is analysed. One of the main disadvantages is that there is no underlying model or theory available as foundation of the dialogues. To execute the dialogue management task properly, knowledge of the dialogue model has been extracted. A corpus-based approach is used to achieve this, and included the following steps: The corpus of 200 transliterated OVR-dialogues is analysed. Transliterated dialogues are not suitable for statistical processing; therefore, the dialogues are coded. An OVR-dialogue model is constructed and validated. The knowledge used by the operator during the dialogue is extracted and modelled. With the acquired knowledge a prototype of a knowledge-based training environment is designed and implemented. With this training environment telephone operators are able to train parts of and the complete dialogue.
Advisor:	Leon Rothkrantz
Link:
Degree:	Master
Keywords:
Computer Software
Algorithms & problem solving
Information systems