Dialoogsüsteem ja läbirääkimiste struktuur

Abstract

Artiklis uuritakse eesti dialoogikorpuses leiduvaid inimestevahelisi labiraakimisi, et valja selgitada sellistes dialoogides tuupiliselt kasutatavad dialoogiaktid ja suhtlusstrateegiad. Analuusitakse kolme alamkorpust: 1) dialooge reisiburoo agendi ja kliendi vahel, 2) muugilabiraakimisi, kus koolitusfirma ametnik pakub voimalikule kliendile firma kursusi, ning 3) argivestlusi, kus kaks omavahel tuttavat osalejat puuavad saavutada kokkulepet teatava tegevuse tegemise suhtes. Erinevat tuupi dialoogide struktuur esitatakse nii dialoogiaktide kui ka suhtlusstrateegiate jarjendina ning nende andmete pohjal leitakse ka labiraakimiste uldine struktuur. Seda struktuuri vorreldakse olemasoleva eksperimentaalse dialoogsusteemiga peetavate labiraakimiste struktuuriga. Tulemused voimaldavad dialoogsusteemi edasi arendada, et muuta sellega suhtlemist inimlahedasemaks.  "Dialogue systems and the structure of negotiation" We are studying the negotiations in the Estonian dialogue corpus, with the aim of identifying the typical dialogue acts and communicative strategies used in the dialogues. Three sub-corpora have been analysed: 1) conversations between a travel agent and a customer who is planning a trip; 2) telemarketing calls where a sales clerk for an educational company argues that a customer should take a training course, and 3) everyday conversations where the initiator attempts to persuade the communication partner to perform an action. The structure of the different types of dialogues is represented as a sequence of dialogue acts and communicative strategies. The general structure of human-human negotiation is identified and described. This structure is compared with the structure of the negotiations carried out by an experimental dialogue system. The results can help to develop the dialogue system in order to make conversations with the system more human-like.