Dialogue Manager Use Case Switch Suggestion
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Solution Overview
Problem
Existing dialogue managers face difficulties in handling interruptions, cancellations, and switching between use cases and domains in ongoing conversations, leading to user uncertainty and confusion, resulting in inefficient and user-unfriendly interactions.
Innovation Solution
A method and system for determining domain or use case transitions in human-computer conversations, assigning confidence scores to potential switches, and suggesting domain or use case changes based on these scores to align user inputs with intended interactions, thereby reducing ambiguity and enhancing user experience.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Adaptability or versatility
If the dialogue manager follows a strict use case flow, then the system structure is simple and reliable, but the system cannot handle user interruptions and domain switches effectively
Solution Approach 1:
The system pre-calculates and stores confidence scores for multiple potential use cases and domains before actual conversation occurs. This preliminary preparation allows the dialogue manager to quickly evaluate and switch between use cases without complex real-time analysis, resolving the contradiction between adaptability and complexity.
Solution Approach 2:
The dialogue management system dynamically adjusts the active use case based on real-time confidence score evaluations. The system can transition from a static use case flow to a dynamic one where the active use case changes based on user input and confidence thresholds, enabling flexible handling of interruptions and domain switches.
2Ease of operation
If the dialogue manager allows flexible domain switching, then user experience improves, but system uncertainty and confusion increase
Solution Approach 1:
The system continuously monitors confidence scores as feedback signals during conversation. When confidence scores indicate ambiguity or low certainty about the current use case, the system can prompt users for clarification or suggest alternative use cases, maintaining reliability while allowing flexibility.
Solution Approach 2:
The system changes the parameter of confidence score thresholds dynamically. By adjusting these thresholds based on conversation context and accumulated information, the system can balance between being too rigid (missing user intent) and too flexible (losing track of conversation), thereby maintaining both user experience and system certainty.
3Loss of information
If the system provides detailed use case guidance, then user understanding improves, but interaction time and complexity increase
Solution Approach 1:
The system provides use case guidance selectively rather than continuously. By applying partial action - offering guidance only when confidence scores indicate potential user confusion or when transitioning between domains - the system reduces information loss without significantly increasing interaction time.
Data Source
AI summary
A system and method are described for dialogue management by determining a transition from a domain or a use case to another and initiating a switch suggestion in a human-computer conversation for rendering services to a user based on the updated domain or use case for a dialogue. The method comprises determining a first use-case in the human-computer conversation and assigning a first use-case score to the said first use-case. The method then comprises determining a second use-case in the human-computer conversation and assigning a second use-case score to the said second use-case. Further, the method comprises determining whether to make the use-case switch suggestion to the said second use-case based on the said first use-case score and the said second use-case score. The invention aligns the system to extract intended information from/for the user thereby making the system more efficient, approachable and user-friendly by saving time and cost.