Dominican Republic

Attention-based pre-trained language models such as GPT-2 brought considerable progress to end-to-end dialogue modelling. However, they also present considerable risks for task-oriented dialogue, such as lack of knowledge grounding or diversity. To address these issues, we introduce modified training objectives for language model finetuning, and we employ massive data augmentation via back-translation to increase the diversity of the training data. We further examine the possibilities of combining data from multiples sources to improve performance on the target dataset. We carefully evaluate our contributions with both human and automatic methods. Our model substantially outperforms the baseline on the MultiWOZ data and shows competitive performance with state of the art in both automatic and human evaluation.

EMNLP 2021

{AuGPT}: Auxiliary Tasks and Data Augmentation for End-To-End Dialogue with Pre-Trained Language Models

EMNLP 2021 is planned to be a hybrid event in Punta Cana, Dominican Republic, with both on-site and fully virtual participation possible. The experience for on-site participants would closely approximate a normal pre-COVID *ACL conference, with 5-6 thematically organized parallel sessions and live Q/A and interactive discussion immediately after the talks. Presentations by virtual participants will be equitably interleaved with those of on-site participants, projected on the auditorium screens as if on-site, and also followed immediately by live Q/A and interactive discussion at a time during reasonable waking hours for the virtual presenter. For all participants, on-site and virtual, who are unable to attend a session due to either time-zone issues or because they are participating in another session live, talk recordings and slides will be available online at a minimum after the live presentation (and in many cases before as well), and questions may be submitted in advance on session-specific discussion boards and answered live in session with the usual visual aids if desired.

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EMNLP 2021 is planned to be a hybrid event in Punta Cana, Dominican Republic, with both on-site and fully virtual participation possible.

workshop paper

Intent Classification (IC) and Slot Labeling (SL) models, which form the basis of dialogue systems, often encounter noisy data in real-word environments. In this work, we investigate how robust IC/SL models are to noisy data. We collect and publicly release a test-suite for seven common noise types found in production human-to-bot conversations (abbreviations, casing, misspellings, morphological variants, paraphrases, punctuation and synonyms). On this test-suite, we show that common noise types substantially degrade the IC accuracy and SL F1 performance of state-of-the-art BERT-based IC/SL models. By leveraging cross-noise robustness transfer -- training on one noise type to improve robustness on another noise type -- we design aggregate data-augmentation approaches that increase the model performance across all seven noise types by +10.8% for IC accuracy and +15 points for SL F1 on average. To the best of our knowledge, this is the first work to present a single IC/SL model that is robust to a wide range of noise phenomena.

On the Robustness of Intent Classification and Slot Labeling in Goal-oriented Dialog Systems to Real-world Noise

In task-oriented dialogue systems, recent dialogue state tracking methods tend to perform one-pass generation of the dialogue state based on the previous dialogue state. The mistakes of these models made at the current turn are prone to be carried over to the next turn, causing error propagation. 
Therefore, we propose a novel Amendable Generation for Dialogue State Tracking (AG-DST), which contains a two-pass generation process: (1) generating a primitive dialogue state based on the dialogue of the current turn and the previous dialogue state, and (2) amending the primitive dialogue state from the first pass. 
With the additional amending generation pass, our model is tasked to learn more robust dialogue state tracking by amending the errors that still exist in the primitive dialogue state, which plays the role of reviser in the double-checking process and alleviates unnecessary error propagation.
Experimental results show that AG-DST significantly outperforms previous works in two active DST datasets (MultiWOZ 2.2 and WOZ 2.0), achieving new state-of-the-art performances.

Amendable Generation for Dialogue State Tracking

Improving user experience of a dialogue system often requires intensive developer effort to read conversation logs, run statistical analyses, and intuit the relative importance of system shortcomings. This paper presents a novel approach to automated analysis of conversation logs that learns the relationship between user-system interactions and overall dialogue quality. Unlike prior work on utterance-level quality prediction, our approach learns the impact of each interaction from the overall user rating without utterance-level annotation, allowing resultant model conclusions to be derived on the basis of empirical evidence and at low cost. Our model identifies interactions that have a strong correlation with the overall dialogue quality in a chatbot setting. Experiments show that the automated analysis from our model agrees with expert judgments, making this work the first to show that such weakly-supervised learning of utterance-level quality prediction is highly achievable.

What Went Wrong? Explaining Overall Dialogue Quality through Utterance-Level Impacts

Intelligent personal assistants (IPAs) such as Amazon Alexa, Google Assistant and Apple Siri extend their built-in capabilities by supporting voice apps developed by third-party developers. Sometimes the smart assistant is not able to successfully respond to user voice commands (aka utterances). There are many reasons including automatic speech recognition (ASR) error, natural language understanding (NLU) error, routing utterances to an irrelevant voice app or simply that the user is asking for a capability that is not supported yet. The failure to handle a voice command leads to customer frustration. In this paper, we introduce a fallback skill recommendation system to suggest a voice app to a customer for an unhandled voice command.
One of the prominent challenges of developing a skill recommender system for IPAs is partial observation. To solve the partial observation problem, we propose collaborative data relabeling (CDR) method. In addition, CDR also improves the diversity of the recommended skills. We evaluate the proposed method both offline and online. The offline evaluation results show that the proposed system outperforms the baselines. The online A/B testing results show significant gain of customer experience metrics.

Collaborative Data Relabeling for Robust and Diverse Voice Apps Recommendation in Intelligent Personal Assistants

Large-scale pretrained transformer models have demonstrated state-of-the-art (SOTA) performance in a variety of NLP tasks. Nowadays, numerous pretrained models are available in different model flavors and different languages, and can be easily adapted to one’s downstream task. However, only a limited number of models are available for dialogue tasks, and in particular, goal-oriented dialogue tasks. In addition, the available pretrained models are trained on general domain language, creating a mismatch between the pretraining language and the downstream domain launguage. In this contribution, we present CS-BERT, a BERT model pretrained on millions of dialogues in the customer service domain. We evaluate CSBERT on several downstream customer service dialogue tasks, and demonstrate that our indomain pretraining is advantageous compared to other pretrained models in both zero-shot experiments as well as in finetuning experiments, especially in a low-resource data setting.

CS-BERT: a pretrained model for customer service dialogues

Large-scale conversation models are turning to leveraging external knowledge to improve the factual accuracy in response generation. Considering the infeasibility to annotate the external knowledge for large-scale dialogue corpora, it is desirable to learn the knowledge selection and response generation in an unsupervised manner. In the presentation, we will introduce our proposed PLATO-KAG, an unsupervised learning approach for end-to-end knowledge-grounded conversation modeling. For each dialogue context, the top-k relevant knowledge elements are selected and then employed in knowledge-grounded response generation. The two components of knowledge selection and response generation are optimized jointly and effectively under a balanced objective. Experimental results on two publicly available datasets validate the superiority of PLATO-KAG.

PLATO-KAG: Unsupervised Knowledge-Grounded Conversation via Joint Modeling

Dialogue state tracking models play an important role in a task-oriented dialogue system. However, most of them model the slot types conditionally independently given the input. We discover that it may cause the model to be confused by slot types that share the same data type. To mitigate this issue, we propose TripPy-MRF and TripPy-LSTM that models the slots jointly. Our results show that they are able to alleviate the confusion mentioned above, and they push the state-of-the-art on dataset MultiWoZ 2.1 from 58.7 to 61.3.

Improving Dialogue State Tracking by Joint Slot Modeling

For each goal-oriented dialog task of interest, large amounts of data need to be collected for end-to-end learning of a neural dialog system. Collecting that data is a costly and time-consuming process. Instead, we show that we can use only a small amount of data, supplemented with data from a related dialog task. Naively learning from related data fails to improve performance as the related data can be inconsistent with the target task. We describe a meta-learning based method that selectively learns from the related dialog task data. Our approach leads to significant accuracy improvements in an example dialog task.

Learning to Learn End-to-End Goal-Oriented Dialog From Related Dialog Tasks

Query rewrite (QR) is an emerging compo- nent in conversational AI systems, reducing user defect. User defect is caused by vari- ous reasons, such as errors in the spoken dia- logue system, users’ slips of the tongue or their abridged language. Many of the user defects stem from personalized factors, such as user’s speech pattern, dialect, or preferences. In this work, we propose a personalized search-based QR framework, which focuses on automatic reduction of user defect. We build a person- alized index for each user, which encompasses diverse affinity layers to reflect personal pref- erences for each user in the conversational AI. Our personalized QR system contains retrieval and ranking layers. Supported by user feed- back based learning, training our models does not require hand-annotated data. Experiments on personalized test set showed that our per- sonalized QR system is able to correct system- atic and user errors by utilizing phonetic and semantic inputs.

Personalized Search-based Query Rewrite System for Conversational AI

Large-scale auto-regressive models have achieved great success in dialogue response generation, with the help of Transformer layers. However, these models do not learn a representative latent space of the sentence distribution, making it hard to control the generation. Recent works have tried to learn sentence representations using Transformer-based framework, but do not model the context-response relationship embedded in the dialogue datasets. In this work, we aim to construct a robust sentence representation learning model, that is specifically designed for dialogue response generation, with Transformer-based encoder-decoder structure. An utterance-level contrastive learning is proposed, encoding predictive information in each context representation for its corresponding response. Extensive experiments are conducted to verify the robustness of the proposed representation learning mechanism. By using both reference-based and reference-free evaluation metrics, we provide detailed analysis on the generated sentences, demonstrating the effectiveness of our proposed model.

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{AuGPT}: Auxiliary Tasks and Data Augmentation for End-To-End Dialogue with Pre-Trained Language Models

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On the Robustness of Intent Classification and Slot Labeling in Goal-oriented Dialog Systems to Real-world Noise

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