Tweak to Trust: Assessing the Reliability of Summarization Metrics in Contact Centers via Perturbed Summaries

AbstractIn the dynamic realm of call center communications, the potential of abstractive summarization to transform information condensation is evident. However, evaluating the performance of abstractive summarization systems within contact center domain poses a significant challenge. Traditional evaluation metrics prove inadequate in capturing the multifaceted nature of call center conversations, characterized by diverse topics, emotional nuances, and dynamic contexts. This paper uses domain-specific perturbed summaries to scrutinize the robustness of summarization metrics in the call center domain. Through extensive experiments on call center data, we illustrate how perturbed summaries uncover limitations in existing metrics. We additionally utilize perturbation as data augmentation strategy to train domain-specific metrics. Our findings underscore the potential of perturbed summaries to complement current evaluation techniques, advancing reliable and adaptable summarization solutions in the call center domain.