Didi Tech

Oct 22, 2020 · Artificial Intelligence

Multi-turn Response Triggering Model (MRTM) for Intelligent Customer Service Chatbots

The article reviews Didi’s research on a Multi‑turn Response Triggering Model (MRTM) that uses self‑supervised learning and asymmetric self‑attention to decide when a customer‑service chatbot should reply, achieving higher accuracy and recall than rule‑based and supervised baselines while remaining efficient enough for production deployment.