Svitlana Vakulenko explains how we have recently used process mining techniques to understand the structure of interaction processes, which will in turn help us to improve information-seeking dialogue systems. We extract a new model of information-seeking dialogues, QRFA, for Query, Request, Feedback, Answer. The QRFA model better reflects conversation flows observed in real information-seeking conversations than models proposed previously. QRFA allows us to identify malfunctioning in dialogue system transcripts as deviations from the expected conversation flow described by the model via conformance analysis.
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