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This paper reports on progress applying partially observable Markov decision processes (POMDPs) to a commercial dialog domain: troubleshooting. In the troubleshooting domain, a spoken dialog system helps a user to fix a product such as a failed DSL connection. Past work has argued that a POMDP is a principled approach to building spoken dialog systems in the simpler slot-filling domain; this paper explains how the POMDPs formulation can be extended to the more complex troubleshooting domain. Results from dialog simulation verify that a POMDP outperforms a handcrafted baseline.

Applying POMDPs to dialog systems in the troubleshooting domain