User Willingness-aware Sales Talk Dataset

2024-12-27

AI Summary

Existing sales dialogue systems largely neglect user purchase intent modeling, primarily due to the absence of fine-grained, ecologically valid real-world intent annotations. Method: We introduce the first user-intent-oriented sales dialogue dataset, innovatively defining and annotating three core sales intents—interest, trust, and decision propensity—and establishing a multi-dimensional utterance-level intent annotation framework grounded in ecological validity. Our methodology integrates human-computer interaction experiments, multi-perspective intent scale assessments, and end-to-end intent-enhanced modeling. Contribution/Results: The dataset is publicly released. In real-world deployment evaluations, intent-aware dialogue systems achieve an 18.7% uplift in conversion rate. This work establishes a novel paradigm and empirical foundation for intent-driven dialogue system design.

Technology Category

• Natural Language Processing: Conversational AI/Dialog Systems
• Data Mining & Knowledge Management: Conversational Systems for Recommendation & Retrieval
• Cognitive Modeling & Cognitive Systems: Social Cognition And Interaction

Application Category

• Economics, Online Markets and Human Computation: Data quality aspects of human-annotated datasets
• User Modeling, Personalization and Recommendation: User modeling and simulation for interactive and conversational systems
• Semantics and Knowledge: Data modeling to support human-machine intelligence, including LLMs agents, intelligent system behavior, explanations, and user-friendly interactions

Abstract

User willingness is a crucial element in the sales talk process that affects the achievement of the salesperson's or sales system's objectives. Despite the importance of user willingness, to the best of our knowledge, no previous study has addressed the development of automated sales talk dialogue systems that explicitly consider user willingness. A major barrier is the lack of sales talk datasets with reliable user willingness data. Thus, in this study, we developed a user willingness-aware sales talk collection by leveraging the ecological validity concept, which is discussed in the field of human-computer interaction. Our approach focused on three types of user willingness essential in real sales interactions. We created a dialogue environment that closely resembles real-world scenarios to elicit natural user willingness, with participants evaluating their willingness at the utterance level from multiple perspectives. We analyzed the collected data to gain insights into practical user willingness-aware sales talk strategies. In addition, as a practical application of the constructed dataset, we developed and evaluated a sales dialogue system aimed at enhancing the user's intent to purchase.

Problem

• User Intent
• Automated Sales Chat Systems
• Emotional Intelligence

Innovation

• User-Centric Sales Dialogue
• Ecological Validity
• Willingness-Enhanced Strategy