# An End-to-End Dialogue Summarization System for Sales Calls

arXiv: https://arxiv.org/abs/2204.12951 · HTML: https://mlsanity.com/paper/2204.12951/

## Key facts

- Cited by 7 papers in the map (data through 14 Oct 2026).
- Builds on 29 of its 50 references that are in the map.
- First posted on arXiv 27 Apr 2022.

## Builds on (most cited first, 29 of 29)

- [Attention Is All You Need](https://mlsanity.com/paper/1706.03762/) (2017)
- [Language Models are Few-Shot Learners](https://mlsanity.com/paper/2005.14165/) (2020)
- [Exploring the Limits of Transfer Learning with a Unified Text-to-Text Transformer](https://mlsanity.com/paper/1910.10683/) (2019)
- [RoBERTa: A Robustly Optimized BERT Pretraining Approach](https://mlsanity.com/paper/1907.11692/) (2019)
- [BART: Denoising Sequence-to-Sequence Pre-training for Natural Language Generation, Translation, and Comprehension](https://mlsanity.com/paper/1910.13461/) (2019)
- [BERTScore: Evaluating Text Generation with BERT](https://mlsanity.com/paper/1904.09675/) (2019)
- [DistilBERT, a distilled version of BERT: smaller, faster, cheaper and lighter](https://mlsanity.com/paper/1910.01108/) (2019)
- [TruthfulQA: Measuring How Models Mimic Human Falsehoods](https://mlsanity.com/paper/2109.07958/) (2021)
- [DeBERTa: Decoding-enhanced BERT with Disentangled Attention](https://mlsanity.com/paper/2006.03654/) (2020)
- [Don't Give Me the Details, Just the Summary! Topic-Aware Convolutional Neural Networks for Extreme Summarization](https://mlsanity.com/paper/1808.08745/) (2018)
- [Get To The Point: Summarization with Pointer-Generator Networks](https://mlsanity.com/paper/1704.04368/) (2017)
- [TinyBERT: Distilling BERT for Natural Language Understanding](https://mlsanity.com/paper/1909.10351/) (2019)
- [PEGASUS: Pre-training with Extracted Gap-sentences for Abstractive Summarization](https://mlsanity.com/paper/1912.08777/) (2019)
- [Neural Network Acceptability Judgments](https://mlsanity.com/paper/1805.12471/) (2018)
- [DialoGPT: Large-Scale Generative Pre-training for Conversational Response Generation](https://mlsanity.com/paper/1911.00536/) (2019)
- [Evaluating the Factual Consistency of Abstractive Text Summarization](https://mlsanity.com/paper/1910.12840/) (2019)
- [SAMSum Corpus: A Human-annotated Dialogue Dataset for Abstractive Summarization](https://mlsanity.com/paper/1911.12237/) (2019)
- [A Neural Attention Model for Abstractive Sentence Summarization](https://mlsanity.com/paper/1509.00685/) (2015)
- [All That's 'Human' Is Not Gold: Evaluating Human Evaluation of Generated Text](https://mlsanity.com/paper/2107.00061/) (2021)
- [Synthesizer: Rethinking Self-Attention in Transformer Models](https://mlsanity.com/paper/2005.00743/) (2020)
- [DialogSum: A Real-Life Scenario Dialogue Summarization Dataset](https://mlsanity.com/paper/2105.06762/) (2021)
- [PLATO: Pre-trained Dialogue Generation Model with Discrete Latent Variable](https://mlsanity.com/paper/1910.07931/) (2019)
- [Multi-View Sequence-to-Sequence Models with Conversational Structure for Abstractive Dialogue Summarization](https://mlsanity.com/paper/2010.01672/) (2020)
- [Pre-trained Summarization Distillation](https://mlsanity.com/paper/2010.13002/) (2020)
- [Unsupervised Abstractive Meeting Summarization with Multi-Sentence Compression and Budgeted Submodular Maximization](https://mlsanity.com/paper/1805.05271/) (2018)
- [Abstractive Dialogue Summarization with Sentence-Gated Modeling Optimized by Dialogue Acts](https://mlsanity.com/paper/1809.05715/) (2018)
- [An Exploratory Study on Long Dialogue Summarization: What Works and What's Next](https://mlsanity.com/paper/2109.04609/) (2021)
- [Unsupervised Abstractive Dialogue Summarization for Tete-a-Tetes](https://mlsanity.com/paper/2009.06851/) (2020)
- [Text Segmentation based on Semantic Word Embeddings](https://mlsanity.com/paper/1503.05543/) (2015)

## Built on by (most cited first, 7 of 7)

- [A Comprehensive Survey on Process-Oriented Automatic Text Summarization with Exploration of LLM-Based Methods](https://mlsanity.com/paper/2403.02901/) (2024)
- [Augmenting Operations Research with Auto-Formulation of Optimization Models from Problem Descriptions](https://mlsanity.com/paper/2209.15565/) (2022)
- [What's Wrong? Refining Meeting Summaries with LLM Feedback](https://mlsanity.com/paper/2407.11919/) (2024)
- [Taxonomy of Abstractive Dialogue Summarization: Scenarios, Approaches and Future Directions](https://mlsanity.com/paper/2210.09894/) (2022)
- [Prompting and Fine-Tuning of Small LLMs for Length-Controllable Telephone Call Summarization](https://mlsanity.com/paper/2410.18624/) (2024)
- [Lessons from the Field: An Adaptable Lifecycle Approach to Applied Dialogue Summarization](https://mlsanity.com/paper/2601.08682/) (2026)
- [GPT-Calls: Enhancing Call Segmentation and Tagging by Generating Synthetic Conversations via Large Language Models](https://mlsanity.com/paper/2306.07941/) (2023)

## Abstract (arXiv)

Summarizing sales calls is a routine task performed manually by salespeople. We present a production system which combines generative models fine-tuned for customer-agent setting, with a human-in-the-loop user experience for an interactive summary curation process. We address challenging aspects of dialogue summarization task in a real-world setting including long input dialogues, content validation, lack of labeled data and quality evaluation. We show how GPT-3 can be leveraged as an offline data labeler to handle training data scarcity and accommodate privacy constraints in an industrial setting. Experiments show significant improvements by our models in tackling the summarization and content validation tasks on public datasets.