Customers ask questions, and customer service staffs answer those questions. It is the basic service manner of customer service (CS). The progress of CS is a typical multi-round conversation. However, there are no explicit corresponding relations among conversational utterances. This paper focuses on obtaining explicit alignments of question and answer utterances in CS. It not only is an important task of dialogue analysis, but also able to obtain lots of valuable train data for learning dialogue systems. In this work, we propose end-to-end models for aligning question (Q) and answer (A) utterances in CS conversation with recurrent pointer networks (RPN). On the one hand, RPN-based alignment models are able to model the conversational contexts and the mutual influence of different Q-A alignments. On the other hand, they are able to address the issue of empty and multiple alignments for some utterances in a unified manner. We construct a dataset from an in-house online CS. The experimental results demonstrate that the proposed models are effective to learn the alignments of question and answer utterances.

Product bundling, offering a combination of items to customers, is one of the marketing strategies commonly used in online e-commerce and offline retailers. A high-quality bundle generalizes frequent items of interest, and diversity across bundles boosts the user-experience and eventually increases transaction volume. In this paper, we formalize the personalized bundle list recommendation as a structured prediction problem and propose a bundle generation network (BGN), which decomposes the problem into quality/diversity parts by the determinantal point processes (DPPs). BGN uses a typical encoder-decoder framework with a proposed feature-aware softmax to alleviate the inadequate representation of traditional softmax, and integrates the masked beam search and DPP selection to produce high-quality and diversified bundle list with an appropriate bundle size. We conduct extensive experiments on three public datasets and one industrial dataset, including two generated from co-purchase records and the other two extracted from real-world online bundle services. BGN significantly outperforms the state-of-the-art methods in terms of quality, diversity and response time over all datasets. In particular, BGN improves the precision of the best competitors by 16% on average while maintaining the highest diversity on four datasets, and yields a 3.85x improvement of response time over the best competitors in the bundle list recommendation problem.