Summarization of customer service dialogs by: receiving, as input, a two-party multi-turn dialog; applying a trained next response prediction (NRP) machine learning model to the received dialog, to determine a level of significance of each utterance in the dialog with respect to performing an NRP task over the dialog; assigning a score to each of the utterances in the dialog, based, at least in part, on the determined level of significance; and selecting one or more of the utterances for inclusion in an extractive summarization of the dialog, based, at least in part, on the assigned scores.