{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2026,3,25]],"date-time":"2026-03-25T16:07:13Z","timestamp":1774454833875,"version":"3.50.1"},"publisher-location":"New York, NY, USA","reference-count":36,"publisher":"ACM","license":[{"start":{"date-parts":[[2017,3,7]],"date-time":"2017-03-07T00:00:00Z","timestamp":1488844800000},"content-version":"vor","delay-in-days":0,"URL":"https:\/\/www.acm.org\/publications\/policies\/copyright_policy#Background"}],"content-domain":{"domain":["dl.acm.org"],"crossmark-restriction":true},"short-container-title":[],"published-print":{"date-parts":[[2017,3,7]]},"DOI":"10.1145\/3025171.3025191","type":"proceedings-article","created":{"date-parts":[[2017,3,9]],"date-time":"2017-03-09T20:37:24Z","timestamp":1489091844000},"page":"343-355","update-policy":"https:\/\/doi.org\/10.1145\/crossmark-policy","source":"Crossref","is-referenced-by-count":20,"title":["\"How May I Help You?\""],"prefix":"10.1145","author":[{"given":"Shereen","family":"Oraby","sequence":"first","affiliation":[{"name":"University of California, Santa Cruz, Santa Cruz, CA, USA"}]},{"given":"Pritam","family":"Gundecha","sequence":"additional","affiliation":[{"name":"IBM Research, Almaden, San Jose, CA, USA"}]},{"given":"Jalal","family":"Mahmud","sequence":"additional","affiliation":[{"name":"IBM Research, Almaden, San Jose, CA, USA"}]},{"given":"Mansurul","family":"Bhuiyan","sequence":"additional","affiliation":[{"name":"IBM Research, Almaden, San Jose, CA, USA"}]},{"given":"Rama","family":"Akkiraju","sequence":"additional","affiliation":[{"name":"IBM Research, Almaden, San Jose, CA, USA"}]}],"member":"320","published-online":{"date-parts":[[2017,3,7]]},"reference":[{"key":"e_1_3_2_1_1_1","doi-asserted-by":"publisher","DOI":"10.1145\/359784.359822"},{"key":"e_1_3_2_1_2_1","volume-title":"Hidden markov support vector machines","author":"Altun Y.","year":"2003","unstructured":"Altun , Y. , Tsochantaridis , I. , and Hofmann , T . Hidden markov support vector machines , 2003 . Altun, Y., Tsochantaridis, I., and Hofmann, T. Hidden markov support vector machines, 2003."},{"key":"e_1_3_2_1_3_1","volume-title":"How to do things with words. The William James lectures","author":"Austin J. L.","year":"1962","unstructured":"Austin , J. L. How to do things with words. The William James lectures . Harvard University Press , Cambridge , 1962 . Austin, J. L. How to do things with words. The William James lectures. Harvard University Press, Cambridge, 1962."},{"key":"e_1_3_2_1_4_1","volume-title":"Natural Language Processing with Python","author":"Bird S.","year":"2009","unstructured":"Bird , S. , Klein , E. , and Loper , E . Natural Language Processing with Python , 1 st ed. O'Reilly Media, Inc. , 2009 . Bird, S., Klein, E., and Loper, E. Natural Language Processing with Python, 1st ed. O'Reilly Media, Inc., 2009.","edition":"1"},{"key":"e_1_3_2_1_5_1","volume-title":"Seventh conference on International Language Resources and Evaluation (LREC'10)","author":"Bunt H.","year":"2010","unstructured":"Bunt , H. , Alexandersson , J. , Carletta , J. , Choe , J.-W. , Fang , A. C. , Hasida , K. , Lee , K. , Petukhova , V. , Popescu-Belis , A. , Romary , L. , Soria , C. , and Traum , D . Towards an ISO standard for dialogue act annotation . Seventh conference on International Language Resources and Evaluation (LREC'10) ( 2010 ), 2548--2555. Bunt, H., Alexandersson, J., Carletta, J., Choe, J.-W., Fang, A. C., Hasida, K., Lee, K., Petukhova, V., Popescu-Belis, A., Romary, L., Soria, C., and Traum, D. Towards an ISO standard for dialogue act annotation. Seventh conference on International Language Resources and Evaluation (LREC'10) (2010), 2548--2555."},{"key":"e_1_3_2_1_6_1","volume-title":"AAAI fall symposium on communicative action in humans and machines","author":"Core M. G.","year":"1997","unstructured":"Core , M. G. , and Allen , J . Coding dialogs with the damsl annotation scheme . In AAAI fall symposium on communicative action in humans and machines , vol. 56 , Boston , MA ( 1997 ). Core, M. G., and Allen, J. Coding dialogs with the damsl annotation scheme. In AAAI fall symposium on communicative action in humans and machines, vol. 56, Boston, MA (1997)."},{"key":"e_1_3_2_1_7_1","doi-asserted-by":"publisher","DOI":"10.1037\/h0031619"},{"key":"e_1_3_2_1_8_1","volume-title":"Proceedings of the SIGDIAL 2013 Conference, Association for Computational Linguistics, Association for Computational Linguistics","author":"Gasic M.","year":"2013","unstructured":"Gasic , M. , Breslin , C. , Henderson , M. , Kim , D. , Szummer , M. , Thomson , B. , Tsiakoulis , P. , and Young , S . Pomdp-based dialogue manager adaptation to extended domains . In Proceedings of the SIGDIAL 2013 Conference, Association for Computational Linguistics, Association for Computational Linguistics ( Metz, France , August 2013 ), 214--222. Gasic, M., Breslin, C., Henderson, M., Kim, D., Szummer, M., Thomson, B., Tsiakoulis, P., and Young, S. Pomdp-based dialogue manager adaptation to extended domains. In Proceedings of the SIGDIAL 2013 Conference, Association for Computational Linguistics, Association for Computational Linguistics (Metz, France, August 2013), 214--222."},{"key":"e_1_3_2_1_9_1","doi-asserted-by":"publisher","DOI":"10.18653\/v1\/W16-3609"},{"key":"e_1_3_2_1_10_1","doi-asserted-by":"publisher","DOI":"10.1162\/neco.1997.9.8.1735"},{"key":"e_1_3_2_1_11_1","doi-asserted-by":"publisher","DOI":"10.1109\/HICSS.2009.89"},{"key":"e_1_3_2_1_12_1","doi-asserted-by":"publisher","DOI":"10.5555\/1628960.1628976"},{"key":"e_1_3_2_1_13_1","volume-title":"Using Dialogue Acts to Suggest Responses in Support Services via Instant Messaging. Technology","author":"Ivanovic E.","year":"2006","unstructured":"Ivanovic , E. Using Dialogue Acts to Suggest Responses in Support Services via Instant Messaging. Technology ( 2006 ), 159--160. Ivanovic, E. Using Dialogue Acts to Suggest Responses in Support Services via Instant Messaging. Technology (2006), 159--160."},{"key":"e_1_3_2_1_14_1","volume-title":"Automatic instant messaging dialogue using statistical models and dialogue acts. Masters Research thesis","author":"Ivanovic E.","year":"2008","unstructured":"Ivanovic , E. Automatic instant messaging dialogue using statistical models and dialogue acts. Masters Research thesis ( 2008 ). Ivanovic, E. Automatic instant messaging dialogue using statistical models and dialogue acts. Masters Research thesis (2008)."},{"key":"e_1_3_2_1_15_1","volume-title":"Switchboard-damsl labeling project coder's manual, draft 13. technical report 97-02, university of colorado, institute of cognitive science. boulder, co","author":"Jurafsky D.","year":"1997","unstructured":"Jurafsky , D. , Shriberg , E. , and Biasca , D . Switchboard-damsl labeling project coder's manual, draft 13. technical report 97-02, university of colorado, institute of cognitive science. boulder, co ., 1997 . Jurafsky, D., Shriberg, E., and Biasca, D. Switchboard-damsl labeling project coder's manual, draft 13. technical report 97-02, university of colorado, institute of cognitive science. boulder, co., 1997."},{"key":"e_1_3_2_1_16_1","volume-title":"Classifying Dialogue Acts in Multi-party Live Chats. 26th Pacific Asia Conference on Language, Information and Computation","author":"Kim S. N.","year":"2012","unstructured":"Kim , S. N. , Cavedon , L. , and Baldwin , T . Classifying Dialogue Acts in Multi-party Live Chats. 26th Pacific Asia Conference on Language, Information and Computation ( 2012 ), 463--472. Kim, S. N., Cavedon, L., and Baldwin, T. Classifying Dialogue Acts in Multi-party Live Chats. 26th Pacific Asia Conference on Language, Information and Computation (2012), 463--472."},{"key":"e_1_3_2_1_17_1","volume-title":"Classifying Dialogue Acts in One-on-one Live Chats. 26th Pacific Asia Conference on Language, Information and Computation","author":"Kim S. N.","year":"2012","unstructured":"Kim , S. N. , Cavedon , L. , and Baldwin , T . Classifying Dialogue Acts in One-on-one Live Chats. 26th Pacific Asia Conference on Language, Information and Computation , October ( 2012 ), 463--472. Kim, S. N., Cavedon, L., and Baldwin, T. Classifying Dialogue Acts in One-on-one Live Chats. 26th Pacific Asia Conference on Language, Information and Computation, October (2012), 463--472."},{"key":"e_1_3_2_1_18_1","volume-title":"Proceedings of COLING 2010","author":"Kl\u00fcwer T.","year":"2010","unstructured":"Kl\u00fcwer , T. , Uszkoreit , H. , and Xu , F . Using syntactic and semantic based relations for dialogue act recognition . Proceedings of COLING 2010 , August ( 2010 ), 570--578. Kl\u00fcwer, T., Uszkoreit, H., and Xu, F. Using syntactic and semantic based relations for dialogue act recognition. Proceedings of COLING 2010, August (2010), 570--578."},{"key":"e_1_3_2_1_19_1","volume-title":"Proceedings of the Eighteenth International Conference on Machine Learning, ICML '01","author":"Lafferty J. D.","year":"2001","unstructured":"Lafferty , J. D. , McCallum , A. , and Pereira , F. C. N. Conditional random fields: Probabilistic models for segmenting and labeling sequence data . In Proceedings of the Eighteenth International Conference on Machine Learning, ICML '01 , Morgan Kaufmann Publishers Inc. (San Francisco, CA, USA , 2001 ), 282--289. Lafferty, J. D., McCallum, A., and Pereira, F. C. N. Conditional random fields: Probabilistic models for segmenting and labeling sequence data. In Proceedings of the Eighteenth International Conference on Machine Learning, ICML '01, Morgan Kaufmann Publishers Inc. (San Francisco, CA, USA, 2001), 282--289."},{"key":"e_1_3_2_1_20_1","doi-asserted-by":"publisher","DOI":"10.2307\/2529299"},{"key":"e_1_3_2_1_21_1","doi-asserted-by":"publisher","DOI":"10.18653\/v1\/W16-3632"},{"key":"e_1_3_2_1_22_1","volume-title":"Proceedings of the NAACL HLT 2010 Workshop on Computational Approaches to Analysis and Generation of Emotion in Text, CAAGET '10, Association for Computational Linguistics","author":"Mohammad S. M.","year":"2010","unstructured":"Mohammad , S. M. , and Turney , P. D . Emotions evoked by common words and phrases: Using mechanical turk to create an emotion lexicon . In Proceedings of the NAACL HLT 2010 Workshop on Computational Approaches to Analysis and Generation of Emotion in Text, CAAGET '10, Association for Computational Linguistics ( Stroudsburg, PA, USA , 2010 ), 26--34. Mohammad, S. M., and Turney, P. D. Emotions evoked by common words and phrases: Using mechanical turk to create an emotion lexicon. In Proceedings of the NAACL HLT 2010 Workshop on Computational Approaches to Analysis and Generation of Emotion in Text, CAAGET '10, Association for Computational Linguistics (Stroudsburg, PA, USA, 2010), 26--34."},{"key":"e_1_3_2_1_23_1","doi-asserted-by":"publisher","DOI":"10.1109\/NEBC.1991.154675"},{"key":"e_1_3_2_1_24_1","doi-asserted-by":"publisher","DOI":"10.5555\/1953048.2078195"},{"key":"e_1_3_2_1_25_1","doi-asserted-by":"crossref","DOI":"10.1002\/9780470316887","volume-title":"Markov Decision Processes: Discrete Stochastic Dynamic Programming","author":"Puterman M. L.","year":"1994","unstructured":"Puterman , M. L. Markov Decision Processes: Discrete Stochastic Dynamic Programming , 1 st ed. John Wiley & Sons, Inc. , NY , NY, USA, 1994 . Puterman, M. L. Markov Decision Processes: Discrete Stochastic Dynamic Programming, 1st ed. John Wiley & Sons, Inc., NY, NY, USA, 1994.","edition":"1"},{"key":"e_1_3_2_1_26_1","doi-asserted-by":"publisher","DOI":"10.5555\/1857999.1858019"},{"key":"e_1_3_2_1_27_1","volume-title":"Lectures on Conversation. No. v. 1 in Harvey Sacks : Lectures on Conversation","author":"Sacks H.","year":"1992","unstructured":"Sacks , H. , and Jefferson , G . Lectures on Conversation. No. v. 1 in Harvey Sacks : Lectures on Conversation . Blackwell , 1992 . Sacks, H., and Jefferson, G. Lectures on Conversation. No. v. 1 in Harvey Sacks : Lectures on Conversation. Blackwell, 1992."},{"key":"e_1_3_2_1_28_1","unstructured":"Schiffrin A. Modelling Speech Acts in Conversational Discourse. Schiffrin A. Modelling Speech Acts in Conversational Discourse."},{"key":"e_1_3_2_1_29_1","volume-title":"Language Mind and Knowledge Minnesota Studies. in the Philosophy of Science","author":"Searle J. R.","year":"1975","unstructured":"Searle , J. R. Language Mind and Knowledge Minnesota Studies. in the Philosophy of Science chapter A Taxonomy of Illocutionary Acts. University of Minnesota Press , 1975 . Searle, J. R. Language Mind and Knowledge Minnesota Studies. in the Philosophy of Science chapter A Taxonomy of Illocutionary Acts. University of Minnesota Press, 1975."},{"key":"e_1_3_2_1_30_1","doi-asserted-by":"publisher","DOI":"10.1162\/089120100561737"},{"key":"e_1_3_2_1_31_1","doi-asserted-by":"publisher","DOI":"10.1145\/2856767.2856818"},{"key":"e_1_3_2_1_32_1","doi-asserted-by":"publisher","DOI":"10.1109\/SLT.2006.326825"},{"key":"e_1_3_2_1_33_1","unstructured":"Vosoughi S. and Roy D. A Semi-automatic Method for Efficient Detection of Stories on Social Media. 2013--2016. Vosoughi S. and Roy D. A Semi-automatic Method for Efficient Detection of Stories on Social Media. 2013--2016."},{"key":"e_1_3_2_1_34_1","volume-title":"Tweet acts: A speech act classifier for twitter. arXiv preprint arXiv:1605.05156","author":"Vosoughi S.","year":"2016","unstructured":"Vosoughi , S. , and Roy , D . Tweet acts: A speech act classifier for twitter. arXiv preprint arXiv:1605.05156 ( 2016 ). Vosoughi, S., and Roy, D. Tweet acts: A speech act classifier for twitter. arXiv preprint arXiv:1605.05156 (2016)."},{"key":"e_1_3_2_1_35_1","doi-asserted-by":"crossref","unstructured":"Zarisheva E. and Scheffler T. Dialog Act Annotation for Twitter Conversations. 114--123. Zarisheva E. and Scheffler T. Dialog Act Annotation for Twitter Conversations. 114--123.","DOI":"10.18653\/v1\/W15-4614"},{"key":"e_1_3_2_1_36_1","volume-title":"What Are Tweeters Doing: Recognizing Speech Acts in Twitter. Analyzing Microtext","author":"Zhang R.","year":"2011","unstructured":"Zhang , R. , Gao , D. , and Li , W . What Are Tweeters Doing: Recognizing Speech Acts in Twitter. Analyzing Microtext ( 2011 ), 86--91. Zhang, R., Gao, D., and Li, W. What Are Tweeters Doing: Recognizing Speech Acts in Twitter. Analyzing Microtext (2011), 86--91."}],"event":{"name":"IUI'17: 22nd International Conference on Intelligent User Interfaces","location":"Limassol Cyprus","acronym":"IUI'17","sponsor":["SIGAI ACM Special Interest Group on Artificial Intelligence","SIGCHI ACM Special Interest Group on Computer-Human Interaction"]},"container-title":["Proceedings of the 22nd International Conference on Intelligent User Interfaces"],"original-title":[],"link":[{"URL":"https:\/\/dl.acm.org\/doi\/10.1145\/3025171.3025191","content-type":"unspecified","content-version":"vor","intended-application":"text-mining"},{"URL":"https:\/\/dl.acm.org\/doi\/pdf\/10.1145\/3025171.3025191","content-type":"unspecified","content-version":"vor","intended-application":"similarity-checking"}],"deposited":{"date-parts":[[2025,6,18]],"date-time":"2025-06-18T04:38:43Z","timestamp":1750221523000},"score":1,"resource":{"primary":{"URL":"https:\/\/dl.acm.org\/doi\/10.1145\/3025171.3025191"}},"subtitle":["Modeling Twitter Customer ServiceConversations Using Fine-Grained Dialogue Acts"],"short-title":[],"issued":{"date-parts":[[2017,3,7]]},"references-count":36,"alternative-id":["10.1145\/3025171.3025191","10.1145\/3025171"],"URL":"https:\/\/doi.org\/10.1145\/3025171.3025191","relation":{},"subject":[],"published":{"date-parts":[[2017,3,7]]},"assertion":[{"value":"2017-03-07","order":2,"name":"published","label":"Published","group":{"name":"publication_history","label":"Publication History"}}]}}