Towards a Fully Unsupervised Framework for Intent Induction in Customer Support Dialogues

The evolution of technology has allowed the automation of several processes across diversified engineering industry fields, such as customer support services, which have drastically evolved with the advances in Natural Language Processing and Machine Learning. One of the major challenges of these systems is to identify users intentions, a complex Natural Language Understanding task, that vary across domains. With the evolution of Deep Learning architectures, recent works focused on modelling intentions and creating a taxonomy of intents, so they can be fed to powerful supervised clustering algorithms (Haponchyk et al., 2020; Chatterjee and Sengupta, 2021). However, these systems have the bottleneck of requiring the existence of labelled data to be trained and deployed, and, thus, they can not be easily transferred to real world customer support services, where the available data for a commercial chatbot usually consists in no more than a dataset of interactions between clients and operators. As labeling hundreds of utterances with intent labels can be time-consuming, laborious, expensive and, sometimes, even requires someone with expertise, it is not straightforward to apply current state of the art supervised models to new domains (Chatterjee and Sengupta, 2020).