First, we detected customer rephrasing as described in Section 3.2.1, and then assigned to each its motivation.
in our setting, the relevant motivations are 12 : (1) Natural language understanding (NLU) error -the agent's intent detection is wrong, and thus the agent's response is semantically far from the customer's turn; (2) Language generation (LG) limitation -the intent is detected correctly, but the customer is not satisfied by the response (for example, the response was too generic); (3) Unsupported intent error -the customer's intent is not supported by the agent.