Evaluating Task-oriented Dialogue Systems: A Systematic Review of Measures, Constructs and their Operationalisations

This review gives an extensive overview of evaluation methods for task-oriented dialogue systems, paying special attention to practical applications of dialogue systems, for example for customer service. The review (1) provides an overview of the used constructs and metrics in previous work, (2) discusses challenges in the context of dialogue system evaluation and (3) develops a research agenda for the future of dialogue system evaluation. We conducted a systematic review of four databases (ACL, ACM, IEEE and Web of Science), which after screening resulted in 122 studies. Those studies were carefully analysed for the constructs and methods they proposed for evaluation. We found a wide variety in both constructs and methods. Especially the operationalisation is not always clearly reported. We hope that future work will take a more critical approach to the operationalisation and specification of the used constructs. To work towards this aim, this review ends with recommendations for evaluation and suggestions for outstanding questions.

Creating a Universal Dependencies Treebank of Spoken Frisian-Dutch Code-switched Data

This paper explores the difficulties of annotating transcribed spoken Dutch-Frisian code-switch utterances into Universal Dependencies. We make use of data from the FAME! corpus, which consists of transcriptions and audio data. Besides the usual annotation difficulties, this dataset is extra challenging because of Frisian being low-resource, the informal nature of the data, code-switching and non-standard sentence segmentation. As a starting point, two annotators annotated 150 random utterances in three stages of 50 utterances. After each stage, disagreements where discussed and resolved. An increase of 7.8 UAS and 10.5 LAS points was achieved between the first and third round. This paper will focus on the issues that arise when annotating a transcribed speech corpus. To resolve these issues several solutions are proposed.