Survey on Organizational Chat Conversation Analysis: Exploring Dialogue Summarization from a Knowledge Discovery Perspective

Abstract

With the latest advances in natural language processing technologies, multi-participant conversation summarization features are now embedded in the most widely used collaboration platforms offered by industry leaders such as Microsoft, Google, and Zoom. This allows employees to streamline their work and increase efficiency by summarizing long chat threads. In this study, an attempt has been made to perceive summarized chat conversations as a tool for knowledge discovery and reusable information extraction within an organization in general or during projects. To this end, recent scientific articles have been reviewed to identify the most effective techniques and approaches for summarizing chat threads and conversations alongside the challenges and peculiarities of collaborative text-based communication. In addition, significant attention has been paid to the further utilization of the extracted information to represent the knowledge for further reuse.