# Towards a Fully Unsupervised Framework for Intent Induction in Customer Support Dialogues

arXiv: https://arxiv.org/abs/2307.15410 · HTML: https://mlsanity.com/paper/2307.15410/

## Key facts

- Cited by 1 papers in the map (data through 14 Oct 2026).
- Builds on 10 of its 23 references that are in the map.
- First posted on arXiv 28 Jul 2023.

## Builds on (most cited first, 10 of 10)

- [BERT: Pre-training of Deep Bidirectional Transformers for Language Understanding](https://mlsanity.com/paper/1810.04805/) (2018)
- [Sentence-BERT: Sentence Embeddings using Siamese BERT-Networks](https://mlsanity.com/paper/1908.10084/) (2019)
- [Distributed Representations of Words and Phrases and their Compositionality](https://mlsanity.com/paper/1310.4546/) (2013)
- [UMAP: Uniform Manifold Approximation and Projection for Dimension Reduction](https://mlsanity.com/paper/1802.03426/) (2018)
- [Deep contextualized word representations](https://mlsanity.com/paper/1802.05365/) (2018)
- [MultiWOZ -- A Large-Scale Multi-Domain Wizard-of-Oz Dataset for Task-Oriented Dialogue Modelling](https://mlsanity.com/paper/1810.00278/) (2018)
- [Accelerated Hierarchical Density Clustering](https://mlsanity.com/paper/1705.07321/) (2017)
- [Intent Mining from past conversations for conversational agent](https://mlsanity.com/paper/2005.11014/) (2020)
- [Dialog Intent Induction with Deep Multi-View Clustering](https://mlsanity.com/paper/1908.11487/) (2019)
- [News Headline Grouping as a Challenging NLU Task](https://mlsanity.com/paper/2105.05391/) (2021)

## Built on by (most cited first, 1 of 1)

- [CATCH: A Controllable Theme Detection Framework with Contextualized Clustering and Hierarchical Generation](https://mlsanity.com/paper/2512.21715/) (2025)

## Abstract (arXiv)

State of the art models in intent induction require annotated datasets. However, annotating dialogues is time-consuming, laborious and expensive. In this work, we propose a completely unsupervised framework for intent induction within a dialogue. In addition, we show how pre-processing the dialogue corpora can improve results. Finally, we show how to extract the dialogue flows of intentions by investigating the most common sequences. Although we test our work in the MultiWOZ dataset, the fact that this framework requires no prior knowledge make it applicable to any possible use case, making it very relevant to real world customer support applications across industry.