mlsanityData to 13 Oct 2026

TWEETSUMM -- A Dialog Summarization Dataset for Customer Service

arXiv 2111.11894 ↗First posted 23 Nov 2021cs.CLcited by 34

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Abstract (arXiv)

In a typical customer service chat scenario, customers contact a support center to ask for help or raise complaints, and human agents try to solve the issues. In most cases, at the end of the conversation, agents are asked to write a short summary emphasizing the problem and the proposed solution, usually for the benefit of other agents that may have to deal with the same customer or issue. The goal of the present article is advancing the automation of this task. We introduce the first large scale, high quality, customer care dialog summarization dataset with close to 6500 human annotated summaries. The data is based on real-world customer support dialogs and includes both extractive and abstractive summaries. We also introduce a new unsupervised, extractive summarization method specific to dialogs.

Key facts. Cited by 34 papers in the map (data through 13 Oct 2026). Builds on 31 of its 55 references that are in the map. First posted on arXiv 23 Nov 2021.

Builds on

31 of 55 references.

References · 31

  1. 2018BERT: Pre-training of Deep Bidirectional Transformers for Language Understandingcited by 40,304
  2. 2019BART: Denoising Sequence-to-Sequence Pre-training for Natural Language Generation, Translation, and Comprehensioncited by 5,884
  3. 2018GLUE: A Multi-Task Benchmark and Analysis Platform for Natural Language Understandingcited by 4,880
  4. 2019HuggingFace's Transformers: State-of-the-art Natural Language Processingcited by 2,215
  5. 2018Don't Give Me the Details, Just the Summary! Topic-Aware Convolutional Neural Networks for Extreme Summarizationcited by 1,312
  6. 2019DialoGPT: Large-Scale Generative Pre-training for Conversational Response Generationcited by 842
  7. 2018MultiWOZ -- A Large-Scale Multi-Domain Wizard-of-Oz Dataset for Task-Oriented Dialogue Modellingcited by 761
  8. 2018CoQA: A Conversational Question Answering Challengecited by 681
  9. 2019Text Summarization with Pretrained Encoderscited by 554
  10. 2019SAMSum Corpus: A Human-annotated Dialogue Dataset for Abstractive Summarizationcited by 533
  11. 2019Towards Scalable Multi-domain Conversational Agents: The Schema-Guided Dialogue Datasetcited by 428
  12. 2015A Neural Attention Model for Abstractive Sentence Summarizationcited by 396
19 more
  1. 2018QuAC : Question Answering in Contextcited by 380
  2. 2018Newsroom: A Dataset of 1.3 Million Summaries with Diverse Extractive Strategiescited by 293
  3. 2016SummaRuNNer: A Recurrent Neural Network based Sequence Model for Extractive Summarization of Documentscited by 245
  4. 2015Building End-To-End Dialogue Systems Using Generative Hierarchical Neural Network Modelscited by 207
  5. 2019Neural Text Summarization: A Critical Evaluationcited by 189
  6. 2019Taskmaster-1: Toward a Realistic and Diverse Dialog Datasetcited by 140
  7. 2019Hierarchical Transformers for Multi-Document Summarizationcited by 132
  8. 2016Learning End-to-End Goal-Oriented Dialogcited by 104
  9. 2019ScisummNet: A Large Annotated Corpus and Content-Impact Models for Scientific Paper Summarization with Citation Networkscited by 73
  10. 2018Interpretation of Natural Language Rules in Conversational Machine Readingcited by 72
  11. 2020A Controllable Model of Grounded Response Generationcited by 49
  12. 2019Training Neural Response Selection for Task-Oriented Dialogue Systemscited by 48
  13. 2019Automatic Argument Quality Assessment -- New Datasets and Methodscited by 47
  14. 2018Abstractive Dialogue Summarization with Sentence-Gated Modeling Optimized by Dialogue Actscited by 44
  15. 2015Improved Deep Learning Baselines for Ubuntu Corpus Dialogscited by 12
  16. 2019Abstractive Dialog Summarization with Semantic Scaffoldscited by 12
  17. 2017Using Summarization to Discover Argument Facets in Online Ideological Dialogcited by 11
  18. 2018Towards Automated Customer Supportcited by 8
  19. 2016Abstractive Meeting Summarization UsingDependency Graph Fusioncited by 6

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Cited by year (2026 to 13 Oct)

Citing papers per year: 2022: 8; 2023: 12; 2024: 5; 2025: 3; 2026: 6.

34 papers.

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  1. 2024A Comprehensive Survey on Process-Oriented Automatic Text Summarization with Exploration of LLM-Based Methodscited by 101
  2. 2023DialogStudio: Towards Richest and Most Diverse Unified Dataset Collection for Conversational AIcited by 22
  3. 2023Multi-Stage Pre-training Enhanced by ChatGPT for Multi-Scenario Multi-Domain Dialogue Summarizationcited by 7
  4. 2022A Focused Study on Sequence Length for Dialogue Summarizationcited by 6
  5. 2022DIONYSUS: A Pre-trained Model for Low-Resource Dialogue Summarizationcited by 6
  6. 2024A Guide To Effectively Leveraging LLMs for Low-Resource Text Summarization: Data Augmentation and Semi-supervised Approachescited by 6
  7. 2026Privacy Collapse: Benign Fine-Tuning Can Break Contextual Privacy in Language Modelscited by 6
  8. 2025Mutual Reinforcement of LLM Dialogue Synthesis and Summarization Capabilities for Few-Shot Dialogue Summarizationcited by 5
  9. 2025Summarizing Speech: A Comprehensive Surveycited by 5
  10. 2023PSentScore: Evaluating Sentiment Polarity in Dialogue Summarizationcited by 4
  11. 2023Can GPT models Follow Human Summarization Guidelines? A Study for Targeted Communication Goalscited by 4
  12. 2023LLM aided semi-supervision for Extractive Dialog Summarizationcited by 4
22 more
  1. 2023Dialogue Quality and Emotion Annotations for Customer Support Conversationscited by 4
  2. 2022Taxonomy of Abstractive Dialogue Summarization: Scenarios, Approaches and Future Directionscited by 3
  3. 2023PORTRAIT: a hybrid aPproach tO cReate extractive ground-TRuth summAry for dIsaster evenTcited by 3
  4. 2023Multi-User MultiWOZ: Task-Oriented Dialogues among Multiple Userscited by 3
  5. 2024The State and Fate of Summarization Datasets: A Surveycited by 3
  6. 2022Summarization with Graphical Elementscited by 2
  7. 2022Towards Understanding Omission in Dialogue Summarizationcited by 2
  8. 2022Summarizing Community-based Question-Answer Pairscited by 2
  9. 2025QUARTZ : QA-based Unsupervised Abstractive Refinement for Task-oriented Dialogue Summarizationcited by 2
  10. 2022Heuristic-based Inter-training to Improve Few-shot Multi-perspective Dialog Summarizationcited by 1
  11. 2023Dialogue Agents 101: A Beginner's Guide to Critical Ingredients for Designing Effective Conversational Systemscited by 1
  12. 2023Prompt-based Pseudo-labeling Strategy for Sample-Efficient Semi-Supervised Extractive Summarizationcited by 1
  13. 2026A Large-Scale Multi-Dimensional Empirical Study of LLMs for Conversation Summarizationcited by 1
  14. 2022Comparing Methods for Extractive Summarization of Call Centre Dialoguecited by 0
  15. 2023FastDoc: Domain-Specific Fast Continual Pre-training Technique using Document-Level Metadata and Taxonomycited by 0
  16. 2023Evaluating Robustness of Dialogue Summarization Models in the Presence of Naturally Occurring Variationscited by 0
  17. 2024A Hybrid Strategy for Chat Transcript Summarizationcited by 0
  18. 2024Bridging Context Gaps: Enhancing Comprehension in Long-Form Social Conversations Through Contextualized Excerptscited by 0
  19. 2026Beyond Overlap Metrics: Rewarding Reasoning and Preferences for Faithful Multi-Role Dialogue Summarizationcited by 0
  20. 2026Learning Selective LLM Autonomy from Copilot Feedback in Enterprise Customer Support Workflowscited by 0
  21. 2026Evergreen: Efficient Claim Verification for Semantic Aggregatescited by 0
  22. 2026Topic Matching in the Wild: Benchmark and Lessons from Real-World ASR Transcriptscited by 0