Question: Which patterns and rules are derived?
Evidence: Additionally, important patterns can emerge from analysis of the fine-grained acts in a dialogue in a post-prediction setting. For example, if an agent does not follow-up with certain actions in response to a customer's question dialogue act, this could be found to be a violation of a best practice pattern. By analyzing large numbers of dialogue act sequences correlated with specific outcomes, various rules can be derived, i.e. "Continuing to request information late in a conversation often leads to customer dissatisfaction." This can then be codified into a best practice pattern rules for automated systems, such as "A request for information act should be issued early in a conversation, followed by an answer, informative statement, or apology towards the end of the conversation."
Our analysis helps zone in on how the use of certain dialogue acts may be likely to result in different outcomes. The weights we observe vary in the amount of insight provided: for example, offering extra help at the end of a conversation, or thanking the customer yields more satisfied customers, and more resolved problems (with ratios of above 6:1). However, some outcomes are much more subtle: for example, asking yes-no questions early-on in a conversation is highly associated with problem resolution (ratio 3:1), but asking them at the end of a conversation has as similarly strong association with unsatisfied customers. Giving elaborate answers that are not a simple affirmative, negative, or response acknowledgement (i.e. Answer (Other)) towards the middle of a conversation leads to satisfied customers that are not frustrated. Likewise, requesting information towards the end of a conversation (implying that more information is still necessary at the termination of the dialogue) leads to unsatisfied and unresolved customers, with ratios of at least 4:1.
By analyzing large numbers of dialogue act sequences correlated with specific outcomes, various rules can be derived, i.e. "Continuing to request information late in a conversation often leads to customer dissatisfaction." This can then be codified into a best practice pattern rules for automated systems, such as "A request for information act should be issued early in a conversation, followed by an answer, informative statement, or apology towards the end of the conversation."
Our analysis helps zone in on how the use of certain dialogue acts may be likely to result in different outcomes. The weights we observe vary in the amount of insight provided: for example, offering extra help at the end of a conversation, or thanking the customer yields more satisfied customers, and more resolved problems (with ratios of above 6:1). However, some outcomes are much more subtle: for example, asking yes-no questions early-on in a conversation is highly associated with problem resolution (ratio 3:1), but asking them at the end of a conversation has as similarly strong association with unsatisfied customers. Giving elaborate answers that are not a simple affirmative, negative, or response acknowledgement (i.e. Answer (Other)) towards the middle of a conversation leads to satisfied customers that are not frustrated. Likewise, requesting information towards the end of a conversation (implying that more information is still necessary at the termination of the dialogue) leads to unsatisfied and unresolved customers, with ratios of at least 4:1.
Answer: The answers are shown as follows:
* A request for information act should be issued early in a conversation, followed by an answer, informative statement, or apology towards the end of the conversation
*  offering extra help at the end of a conversation, or thanking the customer yields more satisfied customers, and more resolved problems 
* asking yes-no questions early-on in a conversation is highly associated with problem resolution (ratio 3:1), but asking them at the end of a conversation has as similarly strong association with unsatisfied customers
* Giving elaborate answers that are not a simple affirmative, negative, or response acknowledgement (i.e. Answer (Other)) towards the middle of a conversation leads to satisfied customers that are not frustrated
* requesting information towards the end of a conversation (implying that more information is still necessary at the termination of the dialogue) leads to unsatisfied and unresolved customers