{"id":"https://openalex.org/W2976418547","doi":"https://doi.org/10.1007/978-3-030-32236-6_54","title":"Modeling Human Intelligence in Customer-Agent Conversation Using Fine-Grained Dialogue Acts","display_name":"Modeling Human Intelligence in Customer-Agent Conversation Using Fine-Grained Dialogue Acts","publication_year":2019,"publication_date":"2019-01-01","ids":{"openalex":"https://openalex.org/W2976418547","doi":"https://doi.org/10.1007/978-3-030-32236-6_54","mag":"2976418547"},"language":"en","primary_location":{"id":"doi:10.1007/978-3-030-32236-6_54","is_oa":false,"landing_page_url":"https://doi.org/10.1007/978-3-030-32236-6_54","pdf_url":null,"source":{"id":"https://openalex.org/S106296714","display_name":"Lecture notes in computer science","issn_l":"0302-9743","issn":["0302-9743","1611-3349"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310319900","host_organization_name":"Springer Science+Business Media","host_organization_lineage":["https://openalex.org/P4310319900","https://openalex.org/P4310319965"],"host_organization_lineage_names":["Springer Science+Business Media","Springer Nature"],"type":"book series"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Lecture Notes in Computer Science","raw_type":"book-chapter"},"type":"book-chapter","indexed_in":["crossref"],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5086265325","display_name":"Qicheng Ding","orcid":"https://orcid.org/0000-0002-1426-3931"},"institutions":[{"id":"https://openalex.org/I4210156165","display_name":"Lenovo (China)","ror":"https://ror.org/04srd9d93","country_code":"CN","type":"company","lineage":["https://openalex.org/I4210156165"]}],"countries":["CN"],"is_corresponding":true,"raw_author_name":"Qicheng Ding","raw_affiliation_strings":["Lenovo Research, Technical Strategy and Innovation Platform, Beijing, China"],"affiliations":[{"raw_affiliation_string":"Lenovo Research, Technical Strategy and Innovation Platform, Beijing, China","institution_ids":["https://openalex.org/I4210156165"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5039619224","display_name":"Guoguang Zhao","orcid":"https://orcid.org/0000-0002-7569-5252"},"institutions":[{"id":"https://openalex.org/I4210156165","display_name":"Lenovo (China)","ror":"https://ror.org/04srd9d93","country_code":"CN","type":"company","lineage":["https://openalex.org/I4210156165"]}],"countries":["CN"],"is_corresponding":false,"raw_author_name":"Guoguang Zhao","raw_affiliation_strings":["Lenovo Research, AI Lab, Beijing, China"],"affiliations":[{"raw_affiliation_string":"Lenovo Research, AI Lab, Beijing, China","institution_ids":["https://openalex.org/I4210156165"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5048425906","display_name":"Penghui Xu","orcid":"https://orcid.org/0000-0002-5693-7172"},"institutions":[{"id":"https://openalex.org/I4210156165","display_name":"Lenovo (China)","ror":"https://ror.org/04srd9d93","country_code":"CN","type":"company","lineage":["https://openalex.org/I4210156165"]}],"countries":["CN"],"is_corresponding":false,"raw_author_name":"Penghui Xu","raw_affiliation_strings":["Lenovo Research, Technical Strategy and Innovation Platform, Beijing, China"],"affiliations":[{"raw_affiliation_string":"Lenovo Research, Technical Strategy and Innovation Platform, Beijing, China","institution_ids":["https://openalex.org/I4210156165"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5035509439","display_name":"Yucheng Jin","orcid":"https://orcid.org/0000-0002-3926-7277"},"institutions":[{"id":"https://openalex.org/I4210156165","display_name":"Lenovo (China)","ror":"https://ror.org/04srd9d93","country_code":"CN","type":"company","lineage":["https://openalex.org/I4210156165"]}],"countries":["CN"],"is_corresponding":false,"raw_author_name":"Yucheng Jin","raw_affiliation_strings":["Lenovo Research, Technical Strategy and Innovation Platform, Beijing, China"],"affiliations":[{"raw_affiliation_string":"Lenovo Research, Technical Strategy and Innovation Platform, Beijing, China","institution_ids":["https://openalex.org/I4210156165"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5100433403","display_name":"Yu Zhang","orcid":"https://orcid.org/0000-0001-7298-1694"},"institutions":[{"id":"https://openalex.org/I4210156165","display_name":"Lenovo (China)","ror":"https://ror.org/04srd9d93","country_code":"CN","type":"company","lineage":["https://openalex.org/I4210156165"]}],"countries":["CN"],"is_corresponding":false,"raw_author_name":"Yu Zhang","raw_affiliation_strings":["Lenovo Research, Technical Strategy and Innovation Platform, Beijing, China"],"affiliations":[{"raw_affiliation_string":"Lenovo Research, Technical Strategy and Innovation Platform, Beijing, China","institution_ids":["https://openalex.org/I4210156165"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5112540993","display_name":"Changjian Hu","orcid":null},"institutions":[{"id":"https://openalex.org/I4210156165","display_name":"Lenovo (China)","ror":"https://ror.org/04srd9d93","country_code":"CN","type":"company","lineage":["https://openalex.org/I4210156165"]}],"countries":["CN"],"is_corresponding":false,"raw_author_name":"Changjian Hu","raw_affiliation_strings":["Lenovo Research, AI Lab, Beijing, China"],"affiliations":[{"raw_affiliation_string":"Lenovo Research, AI Lab, Beijing, China","institution_ids":["https://openalex.org/I4210156165"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5115694806","display_name":"Qianying Wang","orcid":null},"institutions":[{"id":"https://openalex.org/I4210156165","display_name":"Lenovo (China)","ror":"https://ror.org/04srd9d93","country_code":"CN","type":"company","lineage":["https://openalex.org/I4210156165"]}],"countries":["CN"],"is_corresponding":false,"raw_author_name":"Qianying Wang","raw_affiliation_strings":["Lenovo Research, Technical Strategy and Innovation Platform, Beijing, China"],"affiliations":[{"raw_affiliation_string":"Lenovo Research, Technical Strategy and Innovation Platform, Beijing, China","institution_ids":["https://openalex.org/I4210156165"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5100947652","display_name":"Feiyu Xu","orcid":null},"institutions":[{"id":"https://openalex.org/I4210156165","display_name":"Lenovo (China)","ror":"https://ror.org/04srd9d93","country_code":"CN","type":"company","lineage":["https://openalex.org/I4210156165"]}],"countries":["CN"],"is_corresponding":false,"raw_author_name":"Feiyu Xu","raw_affiliation_strings":["Lenovo Research, AI Lab, Beijing, China"],"affiliations":[{"raw_affiliation_string":"Lenovo Research, AI Lab, Beijing, China","institution_ids":["https://openalex.org/I4210156165"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":8,"corresponding_author_ids":["https://openalex.org/A5086265325"],"corresponding_institution_ids":["https://openalex.org/I4210156165"],"apc_list":{"value":5000,"currency":"EUR","value_usd":5392},"apc_paid":null,"fwci":0.5513,"has_fulltext":false,"cited_by_count":3,"citation_normalized_percentile":{"value":0.69505814,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":91,"max":96},"biblio":{"volume":null,"issue":null,"first_page":"596","last_page":"606"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T12031","display_name":"Speech and dialogue systems","score":0.9998999834060669,"subfield":{"id":"https://openalex.org/subfields/1702","display_name":"Artificial Intelligence"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}},"topics":[{"id":"https://openalex.org/T12031","display_name":"Speech and dialogue systems","score":0.9998999834060669,"subfield":{"id":"https://openalex.org/subfields/1702","display_name":"Artificial Intelligence"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}},{"id":"https://openalex.org/T12128","display_name":"AI in Service Interactions","score":0.9991000294685364,"subfield":{"id":"https://openalex.org/subfields/1702","display_name":"Artificial Intelligence"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}},{"id":"https://openalex.org/T10456","display_name":"Multi-Agent Systems and Negotiation","score":0.9988999962806702,"subfield":{"id":"https://openalex.org/subfields/1702","display_name":"Artificial Intelligence"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/chatbot","display_name":"Chatbot","score":0.9387593269348145},{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.8345739245414734},{"id":"https://openalex.org/keywords/conversation","display_name":"Conversation","score":0.7036232352256775},{"id":"https://openalex.org/keywords/service","display_name":"Service (business)","score":0.5624707937240601},{"id":"https://openalex.org/keywords/human\u2013computer-interaction","display_name":"Human\u2013computer interaction","score":0.4669039845466614},{"id":"https://openalex.org/keywords/abstraction","display_name":"Abstraction","score":0.4598598778247833},{"id":"https://openalex.org/keywords/dialog-system","display_name":"Dialog system","score":0.4499928057193756},{"id":"https://openalex.org/keywords/customer-service","display_name":"Customer service","score":0.4475454092025757},{"id":"https://openalex.org/keywords/artificial-intelligence","display_name":"Artificial intelligence","score":0.2966182827949524},{"id":"https://openalex.org/keywords/world-wide-web","display_name":"World Wide Web","score":0.2781981825828552},{"id":"https://openalex.org/keywords/dialog-box","display_name":"Dialog box","score":0.1859564483165741}],"concepts":[{"id":"https://openalex.org/C2779041454","wikidata":"https://www.wikidata.org/wiki/Q870780","display_name":"Chatbot","level":2,"score":0.9387593269348145},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.8345739245414734},{"id":"https://openalex.org/C2777200299","wikidata":"https://www.wikidata.org/wiki/Q52943","display_name":"Conversation","level":2,"score":0.7036232352256775},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.5624707937240601},{"id":"https://openalex.org/C107457646","wikidata":"https://www.wikidata.org/wiki/Q207434","display_name":"Human\u2013computer interaction","level":1,"score":0.4669039845466614},{"id":"https://openalex.org/C124304363","wikidata":"https://www.wikidata.org/wiki/Q673661","display_name":"Abstraction","level":2,"score":0.4598598778247833},{"id":"https://openalex.org/C190954187","wikidata":"https://www.wikidata.org/wiki/Q5270587","display_name":"Dialog system","level":3,"score":0.4499928057193756},{"id":"https://openalex.org/C2984334869","wikidata":"https://www.wikidata.org/wiki/Q1060653","display_name":"Customer service","level":3,"score":0.4475454092025757},{"id":"https://openalex.org/C154945302","wikidata":"https://www.wikidata.org/wiki/Q11660","display_name":"Artificial intelligence","level":1,"score":0.2966182827949524},{"id":"https://openalex.org/C136764020","wikidata":"https://www.wikidata.org/wiki/Q466","display_name":"World Wide Web","level":1,"score":0.2781981825828552},{"id":"https://openalex.org/C173853756","wikidata":"https://www.wikidata.org/wiki/Q86915","display_name":"Dialog box","level":2,"score":0.1859564483165741},{"id":"https://openalex.org/C41895202","wikidata":"https://www.wikidata.org/wiki/Q8162","display_name":"Linguistics","level":1,"score":0.0},{"id":"https://openalex.org/C162324750","wikidata":"https://www.wikidata.org/wiki/Q8134","display_name":"Economics","level":0,"score":0.0},{"id":"https://openalex.org/C136264566","wikidata":"https://www.wikidata.org/wiki/Q159810","display_name":"Economy","level":1,"score":0.0},{"id":"https://openalex.org/C138885662","wikidata":"https://www.wikidata.org/wiki/Q5891","display_name":"Philosophy","level":0,"score":0.0},{"id":"https://openalex.org/C111472728","wikidata":"https://www.wikidata.org/wiki/Q9471","display_name":"Epistemology","level":1,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1007/978-3-030-32236-6_54","is_oa":false,"landing_page_url":"https://doi.org/10.1007/978-3-030-32236-6_54","pdf_url":null,"source":{"id":"https://openalex.org/S106296714","display_name":"Lecture notes in computer science","issn_l":"0302-9743","issn":["0302-9743","1611-3349"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310319900","host_organization_name":"Springer Science+Business Media","host_organization_lineage":["https://openalex.org/P4310319900","https://openalex.org/P4310319965"],"host_organization_lineage_names":["Springer Science+Business Media","Springer Nature"],"type":"book series"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Lecture Notes in Computer Science","raw_type":"book-chapter"}],"best_oa_location":null,"sustainable_development_goals":[],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":14,"referenced_works":["https://openalex.org/W88405677","https://openalex.org/W2109029380","https://openalex.org/W2113856528","https://openalex.org/W2128970689","https://openalex.org/W2177147982","https://openalex.org/W2250997098","https://openalex.org/W2611049140","https://openalex.org/W2624444395","https://openalex.org/W2756640946","https://openalex.org/W2775907076","https://openalex.org/W2912218307","https://openalex.org/W2921881374","https://openalex.org/W2922594681","https://openalex.org/W4242761397"],"related_works":["https://openalex.org/W4312591757","https://openalex.org/W4256710130","https://openalex.org/W2999235842","https://openalex.org/W4317348442","https://openalex.org/W2736131028","https://openalex.org/W2900821314","https://openalex.org/W4225097438","https://openalex.org/W2865970941","https://openalex.org/W3156017614","https://openalex.org/W4388796708"],"abstract_inverted_index":null,"counts_by_year":[{"year":2025,"cited_by_count":1},{"year":2019,"cited_by_count":2}],"updated_date":"2025-11-06T03:46:38.306776","created_date":"2025-10-10T00:00:00"}