mlsanityData to 7 Oct 2026

CSDS: A Fine-Grained Chinese Dataset for Customer Service Dialogue Summarization

arXiv 2108.13139 ↗First posted 30 Aug 2021cs.CLcited by 27

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Abstract (arXiv)

Dialogue summarization has drawn much attention recently. Especially in the customer service domain, agents could use dialogue summaries to help boost their works by quickly knowing customer's issues and service progress. These applications require summaries to contain the perspective of a single speaker and have a clear topic flow structure, while neither are available in existing datasets. Therefore, in this paper, we introduce a novel Chinese dataset for Customer Service Dialogue Summarization (CSDS). CSDS improves the abstractive summaries in two aspects: (1) In addition to the overall summary for the whole dialogue, role-oriented summaries are also provided to acquire different speakers' viewpoints. (2) All the summaries sum up each topic separately, thus containing the topic-level structure of the dialogue. We define tasks in CSDS as generating the overall summary and different role-oriented summaries for a given dialogue. Next, we compare various summarization methods on CSDS, and experiment results show that existing methods are prone to generate redundant and incoherent summaries. Besides, the performance becomes much worse when analyzing the performance on role-oriented summaries and topic structures. We hope that this study could benchmark Chinese dialogue summarization and benefit further studies.

Key facts. Cited by 27 papers in the map (data through 7 Oct 2026). Builds on 20 of its 49 references that are in the map. First posted on arXiv 30 Aug 2021.

Builds on

20 of 49 references.

References · 20

  1. 2018BERT: Pre-training of Deep Bidirectional Transformers for Language Understandingcited by 40,204
  2. 2019BERTScore: Evaluating Text Generation with BERTcited by 5,462
  3. 2018Don't Give Me the Details, Just the Summary! Topic-Aware Convolutional Neural Networks for Extreme Summarizationcited by 1,308
  4. 2017Get To The Point: Summarization with Pointer-Generator Networkscited by 1,281
  5. 2016Abstractive Text Summarization Using Sequence-to-Sequence RNNs and Beyondcited by 809
  6. 2020SummEval: Re-evaluating Summarization Evaluationcited by 666
  7. 2019Text Summarization with Pretrained Encoderscited by 553
  8. 2019SAMSum Corpus: A Human-annotated Dialogue Dataset for Abstractive Summarizationcited by 530
  9. 2019MoverScore: Text Generation Evaluating with Contextualized Embeddings and Earth Mover Distancecited by 415
  10. 2021QMSum: A New Benchmark for Query-based Multi-domain Meeting Summarizationcited by 363
  11. 2018Generating Wikipedia by Summarizing Long Sequencescited by 333
  12. 2016SummaRuNNer: A Recurrent Neural Network based Sequence Model for Extractive Summarization of Documentscited by 245
8 more
  1. 2018Fast Abstractive Summarization with Reinforce-Selected Sentence Rewritingcited by 158
  2. 2018A Dataset of Peer Reviews (PeerRead): Collection, Insights and NLP Applicationscited by 135
  3. 2021MediaSum: A Large-scale Media Interview Dataset for Dialogue Summarizationcited by 104
  4. 2019NCLS: Neural Cross-Lingual Summarizationcited by 64
  5. 2020Dr. Summarize: Global Summarization of Medical Dialogue by Exploiting Local Structurescited by 49
  6. 2019The JDDC Corpus: A Large-Scale Multi-Turn Chinese Dialogue Dataset for E-commerce Customer Servicecited by 47
  7. 2020Topic-Oriented Spoken Dialogue Summarization for Customer Service with Saliency-Aware Topic Modelingcited by 23
  8. 2020Unsupervised Summarization for Chat Logs with Topic-Oriented Ranking and Context-Aware Auto-Encoderscited by 16

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Citing papers per year: 2022: 4; 2023: 8; 2024: 7; 2025: 7; 2026: 1.

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  1. 2024A Comprehensive Survey on Process-Oriented Automatic Text Summarization with Exploration of LLM-Based Methodscited by 101
  2. 2024Benchmarking Large Language Models on CFLUE -- A Chinese Financial Language Understanding Evaluation Datasetcited by 23
  3. 2023Controllable Text Summarization: Unraveling Challenges, Approaches, and Prospects -- A Surveycited by 18
  4. 2022Domain-Oriented Prefix-Tuning: Towards Efficient and Generalizable Fine-tuning for Zero-Shot Dialogue Summarizationcited by 14
  5. 2022Other Roles Matter! Enhancing Role-Oriented Dialogue Summarization via Role Interactionscited by 13
  6. 2023CLEVA: Chinese Language Models EVAluation Platformcited by 13
  7. 2024The Imperative of Conversation Analysis in the Era of LLMs: A Survey of Tasks, Techniques, and Trendscited by 11
  8. 2024Baichuan2-Sum: Instruction Finetune Baichuan2-7B Model for Dialogue Summarizationcited by 7
  9. 2024ORCHID: A Chinese Debate Corpus for Target-Independent Stance Detection and Argumentative Dialogue Summarizationcited by 6
  10. 2025Reasoning or Not? A Comprehensive Evaluation of Reasoning LLMs for Dialogue Summarizationcited by 6
  11. 2025Document Summarization with Conformal Importance Guaranteescited by 6
  12. 2023Enhancing Dialogue Summarization with Topic-Aware Global- and Local- Level Centralitycited by 5
15 more
  1. 2025Summarizing Speech: A Comprehensive Surveycited by 5
  2. 2023PSentScore: Evaluating Sentiment Polarity in Dialogue Summarizationcited by 4
  3. 2023Can GPT models Follow Human Summarization Guidelines? A Study for Targeted Communication Goalscited by 4
  4. 2024Dial-insight: Fine-tuning Large Language Models with High-Quality Domain-Specific Data Preventing Capability Collapsecited by 4
  5. 2025Incremental Summarization for Customer Support via Progressive Note-Taking and Agent Feedbackcited by 4
  6. 2022Taxonomy of Abstractive Dialogue Summarization: Scenarios, Approaches and Future Directionscited by 3
  7. 2022DialogQAE: N-to-N Question Answer Pair Extraction from Customer Service Chatlogcited by 3
  8. 2023Multi-User MultiWOZ: Task-Oriented Dialogues among Multiple Userscited by 3
  9. 2024The State and Fate of Summarization Datasets: A Surveycited by 3
  10. 2023Responsible AI Considerations in Text Summarization Research: A Review of Current Practicescited by 2
  11. 2023A Pilot Study on Dialogue-Level Dependency Parsing for Chinesecited by 1
  12. 2025Bi'an: A Bilingual Benchmark and Model for Hallucination Detection in Retrieval-Augmented Generationcited by 1
  13. 2025RepCali: High Efficient Fine-tuning Via Representation Calibration in Latent Space for Pre-trained Language Modelscited by 1
  14. 2025What Are They Talking About? A Benchmark of Knowledge-Grounded Discussion Summarizationcited by 1
  15. 2026Beyond Overlap Metrics: Rewarding Reasoning and Preferences for Faithful Multi-Role Dialogue Summarizationcited by 0