Orchestration-Free Customer Service Automation: A Privacy-Preserving and Flowchart-Guided Framework

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Key takeaways

• Customer service automation has seen growing demand within digital transformation.
• Existing approaches either rely on modular system designs with extensive agent orchestration or employ over-simplified instruction schemas, providing limited guidance and poor generalizability.
• This paper introduces an orchestration-free framework using Task-Oriented Flowcharts (TOFs) to enable end-to-end automation without manual intervention.

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Contribution summary

• Existing approaches either rely on modular system designs with extensive agent orchestration or employ over-simplified instruction schemas, providing limited guidance and poor generalizability.
• We first define the components and evaluation metrics for TOFs, then formalize a cost-efficient flowchart construction algorithm to abstract procedural knowledge from service dialogues.

Why it matters for eval

• Existing approaches either rely on modular system designs with extensive agent orchestration or employ over-simplified instruction schemas, providing limited guidance and poor generalizability.
• We first define the components and evaluation metrics for TOFs, then formalize a cost-efficient flowchart construction algorithm to abstract procedural knowledge from service dialogues.