ura-hcmut/Vietnamese-Customer-Support-QA

CSConDa: Customer Support Conversations Dataset for Vietnamese

CSConDa is the first Vietnamese QA dataset in the customer support domain. The dataset was curated and approved in collaboration with DooPage, a Vietnamese software company serving 30,000 customers and 45,000 advisors through its multi-channel support platform.

Covering a diverse range of topics, from product pricing inquiries to technical consultations, CSConDa serves as a representative dataset for this domain. The data is meticulously annotated following expert-guided annotation guidelines and is categorized into three types. The table below presents the categorization criteria.

No.	Question type	Definition	Requirements	Characteristics	Identification	Example from CSConDa
1	General	Common conversational phrases unrelated to a specific topic.	Typically greetings, farewells, or brief acknowledgments.	- Short with minimal semantic content.	Uses generic words, not tied to a specific issue or subject.	âu kê thank kiu e. (English: Okay, thank you.)
2	Simple	Direct, fact-based questions requiring concise responses.	Responses are short, providing direct or basic information.	- Concise and easy to understand. - Uses fewer linguistic variations than complex questions. - Less dependent on context.	Often includes service-related terms such as "Doopage", "chatbot", "Zalo", or other technical references.	Báo giá giúp M nhé. Gọi M lúc 11h số này nef <số điện thoại>. C cần qly 8 page, 2 Zalo, 1 website, 1 YTB, 3-5 người dùng. (English: Please send me the pricing details. Call me at 11 AM at this number . I need 8 pages, 2 Zalo accounts, 1 website, and 1 YouTube channel for 3–5 users.)
3	Complex	Requires detailed explanations, often involving troubleshooting.	Responses must be elaborate, potentially including multiple steps or additional clarifications.	- Typically longer with more contextual details. - Often includes problem descriptions or error messages.	Frequently contains technical terms and detailed issue descriptions, often explaining why a problem occurs rather than just what it is.	à thế đây là teen maps. chứ đâu phải tên business đâu em. tên 1 địa chỉ map đó. Nhưng lsao mà gõ tên map vào đó được. trong khi bên trong cho phép add nhiều locations? Lỗi file này e ơi, ko down đc. Bên Zalo OA down bt. (English: Oh, so this is the name on Google Maps, not the business name. This is just a map location. But how can I enter a map name when multiple locations are allowed? This file is corrupted and cannot be downloaded. On Zalo OA, the download works fine.)

CSConDa can be used for fine-tuning Vietnamese LLMs, classification tasks, and benchmarking Vietnamese LLMs in the customer support domain.

This dataset is part of the work A Benchmark Dataset and Evaluation Framework for Vietnamese Large Language Models in Customer Support, submitted to the 17th International Conference on Computational Collective Intelligence (ICCCI 2025).