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Existing goal-oriented dialogue datasets focus mainly on identifying slots and values. However, customer support interactions in reality often involve agents following multi-step procedures derived from explicitly-defined company policies as well. To study customer service dialogue systems in more realistic settings, we introduce the Action-Based Conversations Dataset (ABCD), a fully-labeled dataset with over 10K human to human dialogues containing 55 distinct user intents requiring unique sequences of actions constrained by policies to achieve task success.

NAACL 2021

Action-Based Conversations Dataset: A Corpus for Building More In-Depth Task-Oriented Dialogue Systems

2021 Annual Conference of the North American Chapter of the Association for Computational Linguistics.

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technical paper

We present the first supertagging-based parser for linear context-free rewriting systems (LCFRS). It utilizes neural classifiers and outperforms previous LCFRS-based parsers in both accuracy and parsing speed by a wide margin. Our results keep up with the best (general) discontinuous parsers, particularly the scores for discontinuous constituents establish a new state of the art. The heart of our approach is an efficient lexicalization procedure which induces a lexical LCFRS from any discontinuous treebank. We describe a modification to usual chart-based LCFRS parsing that accounts for supertagging and introduce a procedure that transforms lexical LCFRS derivations into equivalent parse trees of the original treebank. Our approach is evaluated on the English Discontinuous Penn Treebank and the German treebanks Negra and Tiger.

Supertagging-based Parsing with Linear Context-free Rewriting Systems

We show that a general algorithm for efficient computation of outside values under the minimum of superior functions framework proposed by Knuth (1977) would yield a subexponential time algorithm for SAT, violating the Strong Exponential Time Hypothesis (SETH).

Outside Computation with Superior Functions

Naturally-occurring bracketings, such as answer fragments to natural language questions and hyperlinks on webpages, can reflect human syntactic intuition regarding phrasal boundaries. Their availability and approximate correspondence to syntax make them appealing as distant information sources to incorporate into unsupervised constituency parsing. But they are noisy and incomplete; to address this challenge, we develop a partial-brackets-aware structured ramp loss in learning. Experiments demonstrate that our distantly-supervised models trained on naturally-occurring bracketing data are more accurate in inducing syntactic structures than competing unsupervised systems. On the English WSJ corpus, our models achieve an unlabeled F1 score of 68.9 for constituency parsing.

Learning Syntax from Naturally-Occurring Bracketings

There is a growing interest in investigating what neural NLP models learn about language. A prominent open question is the question of whether or not it is necessary to model hierarchical structure. We present a linguistic investigation of a neural parser adding insights to this question. We look at transitivity and agreement information of auxiliary verb constructions (AVCs) in comparison to finite main verbs (FMVs). This comparison is motivated by theoretical work in dependency grammar and in particular the work of Tesnière (1959) where AVCs and FMVs are both instances of a nucleus, the basic unit of syntax. An AVC is a dissociated nucleus, it consists of at least two words, and an FMV is its non-dissociated counterpart, consisting of exactly one word. We suggest that the representation of AVCs and FMVs should capture similar information. We use diagnostic classifiers to probe agreement and transitivity information in vectors learned by a transition-based neural parser in four typologically different languages. We find that the parser learns different information about AVCs and FMVs if only sequential models (BiLSTMs) are used in the architecture but similar information when a recursive layer is used. We find explanations for why this is the case by looking closely at how information is learned in the network and looking at what happens with different dependency representations of AVCs. We conclude that there may be benefits to using a recursive layer in dependency parsing and that we have not yet found the best way to integrate it in our parsers.

What Should/Do/Can LSTMs Learn When Parsing Auxiliary Verb Constructions?

Active learning (AL) uses a data selection algorithm to select useful training samples to minimize annotation cost. This is now an essential tool for building low-resource syntactic analyzers such as part-of-speech (POS) taggers. Existing AL heuristics are generally designed on the principle of selecting uncertain yet representative training instances, where annotating these instances may reduce a large number of errors. However, in an empirical study across six typologically diverse languages (German, Swedish, Galician, North Sami, Persian, and Ukrainian), we found the surprising result that even in an oracle scenario where we know the true uncertainty of predictions, these current heuristics are far from optimal. Based on this analysis, we pose the problem of AL as selecting instances which maximally reduce the confusion between particular pairs of output tags. Extensive experimentation on the aforementioned languages shows that our proposed AL strategy outperforms other AL strategies by a significant margin. We also present auxiliary results demonstrating the importance of proper calibration of models, which we ensure through cross-view training, and analysis demonstrating how our proposed strategy selects examples that more closely follow the oracle data distribution.

Reducing Confusion in Active Learning for Part-Of-Speech Tagging

Dialogue systems pretrained with large language models generate locally coherent responses, but lack the fine-grained control over responses necessary to achieve specific goals. A promising method for controlling generated responses is exemplar-based generation, in which models edit exemplar responses that are retrieved from training data, or hand-written to strategically address discourse-level goals, to fit new dialogue contexts. We present an Exemplar-based Dialogue GEneration model,

Controlling Dialogue Generation with Semantic Exemplars

Conversational agents trained on large unlabeled corpora of human interactions will learn patterns and mimic behaviors therein, which may include offensive or otherwise toxic behavior. We introduce a new human-and-model-in-the-loop framework for evaluating the toxicity of such models, and compare a variety of existing methods in both the cases of non-adversarial and adversarial users that expose their weaknesses. We then go on to propose two novel methods for safe conversational agents, by either training on data from our new human-and-model-in-theloop framework in a two-stage system, or “baking-in” safety to the generative model itself. We find our new techniques are (i) safer than existing models; while (ii) maintaining usability metrics such as engagingness relative to state-of-the-art chatbots. In contrast, we expose serious safety issues in existing standard systems like GPT2 (Radford et al., 2019), DialoGPT (Zhang et al., 2019) and BlenderBot (Roller et al., 2020).

Bot-Adversarial Dialogue for Safe Conversational Agents

Semantic parsing using sequence-to-sequence models allows parsing of deeper representations compared to traditional word tagging based models. In spite of these advantages, widespread adoption of these models for real-time conversational use cases has been stymied by higher compute requirements and thus higher latency. In this work, we propose a non-autoregressive approach to predict semantic parse trees with an efficient seq2seq model architecture. By combining non-autoregressive prediction with convolutional neural networks, we achieve significant latency gains and parameter size reduction compared to traditional RNN models. Our novel architecture achieves up to an 81\% reduction in latency on TOP dataset and retains competitive performance to non-pretrained models on three different semantic parsing datasets.

Non-Autoregressive Semantic Parsing for Compositional Task-Oriented Dialog

A key challenge of dialog systems research is to effectively and efficiently adapt to new domains. A scalable paradigm for adaptation necessitates the development of generalizable models that perform well in few-shot settings. In this paper, we focus on the intent classification problem which aims to identify user intents given utterances addressed to the dialog system. We propose two approaches for improving the generalizability of utterance classification models: (1) observers and (2) example-driven training. Prior work has shown that BERT-like models tend to attribute a significant amount of attention to the [CLS] token, which we hypothesize results in diluted representations. Observers are tokens that are not attended to, and are an alternative to the [CLS] token as a semantic representation of utterances. Example-driven training learns to classify utterances by comparing to examples, thereby using the underlying encoder as a sentence similarity model. These methods are complementary; improving the representation through observers allows the example-driven model to better measure sentence similarities. When combined, the proposed methods attain state-of-the-art results on three intent prediction datasets (banking77, clinc150, hwu64) in both the full data and few-shot (10 examples per intent) settings. Furthermore, we demonstrate that the proposed approach can transfer to new intents and across datasets without any additional training.

Example-Driven Intent Prediction with Observers

For task-oriented dialog systems, training a Reinforcement Learning (RL) based Dialog Management module suffers from low sample efficiency and slow convergence speed due to the sparse rewards. To solve this problem, many strategies have been proposed to give proper rewards when training RL, but their rewards lack interpretability and cannot accurately estimate the distribution of state-action pairs in real dialogs. In this paper, we propose a multi-level reward modeling approach that factorizes a reward into a three-level hierarchy: domain, act, and slot. Based on inverse adversarial reinforcement learning, our designed reward model can provide more accurate and explainable reward signals for state-action pairs.Extensive evaluations show that our approach can be applied to a wide range of reinforcement learning-based dialog systems and significantly improves both the performance and the speed of convergence.

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