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Dialog is a natural modality for interaction between customers and businessesin the service industry. As customers call up the service provider, theirinteractions may be routine or extraordinary. We believe that theseinteractions, when seen as dialogs, can be analyzed to obtain a betterunderstanding of customer needs and how to efficiently address them. Weintroduce the idea of a dialog complexity measure to characterize multi-partyinteractions, propose a general data-driven method to calculate it, use it todiscover insights in public and enterprise dialog datasets, and demonstrate itsbeneficial usage in facilitating better handling of customer requests andevaluating service agents.

A Measure for Dialog Complexity and its Application in Streamlining Service Operations