What question did this study set out to answer?

The research aims to evaluate customer helpdesk dialogues through two subtasks: Dialogue Quality and Nugget Detection.

April 1, 2026Open Access

Overview of the NTCIR-16 Dialogue Evaluation (DialEval-2) Task

STSijie TaoWaseda University TSTetsuya SakaiWaseda University

Key Points

The research aims to evaluate customer helpdesk dialogues through two subtasks: Dialogue Quality and Nugget Detection.
Defined two subtasks: Dialogue Quality and Nugget Detection.
Gathered data from customer helpdesk interactions for evaluation.
Participants estimated quality scores and classified dialogue turns.
Participants provided scores on task accomplishment, customer satisfaction, and dialogue effectiveness.
Nugget Detection identified turns that assist in problem solving within dialogues.
Official evaluation results highlighted varying performance among participant submissions.

Abstract

This paper provides an overview of the NTCIR-16 Dialogue Evaluation (DialEval-2) task. DialEval-2 is the successor of The NTCIR-15 DialEval-1 task and the NTCIR-14 Short Text Conversation STC- 3 task. DialEval-2 consists of two subtasks: the Dialogue Quality (DQ) subtask and the Nugget Detection (ND) subtask. Both of the subtasks are designed to aim automatical evaluation of customerhelpdesk dialogues. The DQ subtask requires our participants to estimate three kinds of quality score for each dialogue: task accomplishment, customer satisfaction, and dialogue effectiveness. The ND subtask is set as a classification task, where participants are asked to classify every turn of a dialogue to detect nugget turns. A nugget stands for a turn being helpful for problem solving in the dialogue. In this paper, we introduce the task definition, data collection, evaluation measures, and the official evaluation results on the runs from the participant teams.

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