Controllable Conversational Theme Detection Track at DSTC 12
This addresses the problem of automating conversational analysis for users in fields such as customer support, but it is incremental as it builds on existing dialog processing techniques.
The paper introduces Theme Detection as a task in conversational analytics to automatically identify and categorize topics in conversations, aiming to reduce manual effort in analyzing dialogs, particularly in domains like customer support or sales, and presents it as a public competition track at DSTC 12 with open materials.
Conversational analytics has been on the forefront of transformation driven by the advances in Speech and Natural Language Processing techniques. Rapid adoption of Large Language Models (LLMs) in the analytics field has taken the problems that can be automated to a new level of complexity and scale. In this paper, we introduce Theme Detection as a critical task in conversational analytics, aimed at automatically identifying and categorizing topics within conversations. This process can significantly reduce the manual effort involved in analyzing expansive dialogs, particularly in domains like customer support or sales. Unlike traditional dialog intent detection, which often relies on a fixed set of intents for downstream system logic, themes are intended as a direct, user-facing summary of the conversation's core inquiry. This distinction allows for greater flexibility in theme surface forms and user-specific customizations. We pose Controllable Conversational Theme Detection problem as a public competition track at Dialog System Technology Challenge (DSTC) 12 -- it is framed as joint clustering and theme labeling of dialog utterances, with the distinctive aspect being controllability of the resulting theme clusters' granularity achieved via the provided user preference data. We give an overview of the problem, the associated dataset and the evaluation metrics, both automatic and human. Finally, we discuss the participant teams' submissions and provide insights from those. The track materials (data and code) are openly available in the GitHub repository.