Dialoogsüsteem ja läbirääkimiste struktuur
Dialogue systems and the structure of negotiation

Summary/Abstract: 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.

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