Korea, Republic of

We will share the work for Customer Satisfaction Prediction in E-commerce Service Chatbots. Due to the increasing use of service chatbots in E-commerce platforms in recent years, customer satisfaction prediction (CSP) is gaining more and more attention. CSP is dedicated to evaluating subjective customer satisfaction in conversational service and thus helps improve customer service experience. However, previous methods focus on modeling customer-chatbot interaction across different turns, which are hard to represent the important dynamic satisfaction states throughout the customer journey. In this work, we investigate the problem of satisfaction states tracking and its effects on CSP in E-commerce service chatbots. To this end, we propose a dialogue-level classification model named DialogueCSP to track satisfaction states for CSP. In particular, we explore a novel two-step interaction module to represent the dynamic satisfaction states at each turn. In order to capture dialogue-level satisfaction states for CSP, we further introduce dialogue-aware attentions to integrate historical informative cues into the interaction module. To evaluate the proposed approach, we also build a Chinese E-commerce dataset for CSP. Experiment results demonstrate that our model significantly outperforms multiple baselines, illustrating the benefits of satisfaction states tracking on CSP.


COLING 2022

Tracking Satisfaction States for Customer Satisfaction Prediction in E-commerce Service Chatbots

customer-chatbot interaction

satisfaction states tracking

customer satisfaction prediction

### Welcome!
The 62nd Annual Meeting of the Association for Computational Linguistics (ACL 2024) will take place in Bangkok, Thailand from August 11th to 16th, 2024. Our Virtual Poster Sessions will take place online Thursday, August 22, 2024.

You are required to register for this event. **Please register [here](https://2024.aclweb.org/registration). **

If you have already registered, please check your inbox for an email from Underline granting you access to ACL 2024 content.

Please register!

ACL 2024

The 62nd Annual Meeting of the Association for Computational Linguistics (ACL 2024) will take place in Bangkok, Thailand from August 11th to 16th, 2024. More information will be announced soon.

technical paper

[![](https://assets.underline.io/uploads/markdown_image/1/image/81a3c0317d24f663b49b996875024d45.png)](https://aclanthology.org/volumes/2022.coling-1/)



### THE CONFERENCE WE KNOW AND WE WANT.
**COLING**, the International Conference on Computational Linguistics, is one of the premier conferences for the natural language processing and computational linguistics.

First established in 1965, the biennial COLING conference is held in diverse parts of the globe and attracts participants from both top-ranked research centers and emerging countries. Today, the most important developments in our field are taking place not only in universities and academic research institutes but also in industrial research departments including tech-startups. COLING provides opportunities for all these communities to showcase their exciting discovery.

In fall of 2022, COLING will be held in Gyeongju in a hybrid format. All participants can either present at the venue site or join virtually. As more people get vaccinated, we are happy to provide safer environments for our colleagues. We believe that COLING 2022 will be one of the conferences, free from the pandemic. The hybrid format gives presenters and sponsors a valuable opportunity to promote their companies in both an online and in-person venue. For the first time in a long time, customers can interact with their sponsor's products first-hand. The online venue, too, gives sponsors the chance to network with those unable to attend the in-person session.

The hybrid format ultimately lends itself to greater exposure for our sponsors: COLING2022 will let you reach more potential partners and customers than ever before!

To gain access to this event page you are required to register. Find more information and pay the registration fee on event the organizer’s website **[https://coling2022.org/reg](https://coling2022.org/reg)**

COLING, the International Conference on Computational Linguistics, is one of the premier conferences for the natural language processing and computational linguistics.

Multi-Document Summarization (MDS) commonly employs the 2-stage extract-then-abstract paradigm, which first extracts a relatively short meta-document, then feeds it into the deep neural networks to generate an abstract. Previous work usually takes the ROUGE score as the label for training a scoring model to evaluate source documents. However, the trained scoring model is prone to under-fitting for low-resource settings, as it relies on the training data. To extract documents effectively, we construct prompting templates that invoke the underlying knowledge in Pre-trained Language Model (PLM) to calculate the document and keyword's perplexity, which can assess the document's semantic salience. Our unsupervised approach can be applied as a plug-in to boost other metrics for evaluating a document's salience, thus improving the subsequent abstract generation. We get positive results on 2 MDS datasets, 2 data settings, and 2 abstractive backbone models, showing our method's effectiveness.

UPER: Boosting Multi-Document Summarization with an Unsupervised Prompt-based Extractor

We study the problem of integrating cognitive language processing signals (e.g., eye-tracking or EEG data) into pre-trained models like BERT. Existing methods typically fine-tune pre-trained models on cognitive data, ignoring the semantic gap between the texts and cognitive signals. To fill the gap, we propose CogBERT, a framework that can induce fine-grained cognitive features from cognitive data and incorporate cognitive features into BERT by adaptively adjusting the weight of cognitive features for different NLP tasks. Extensive experiments show that: (1) Cognition-guided pre-trained models can consistently perform better than basic pre-trained models on ten NLP tasks. (2) Different cognitive features contribute differently to different NLP tasks. Based on this observation, we give a fine-grained explanation of why cognitive data is helpful for NLP. (3) Different transformer layers of pre-trained models should encode different cognitive features, with word-level cognitive features at the bottom and semantic-level cognitive features at the top. (4) Attention visualization demonstrates that CogBERT can align with human gaze patterns and improves its natural language understanding ability.


CogBERT: Cognition-Guided Pre-trained Language Models

Script knowledge schank1977scripts is useful for a variety of NLP tasks. However, existing resources only cover a small number of activities, limiting its practical usefulness. In this work, we propose a zero-shot learning approach to \textbf{script parsing}, the task of tagging texts with scenario-specific event and participant types, which enables us to acquire script knowledge without domain-specific annotations. We (1) learn representations of potential event and participant mentions by promoting class consistency according to the annotated data; (2) perform clustering on the event / participant candidates from unannotated texts that belongs to an unseen scenario. The model achieves 68.1/74.4 average F1 for event / participant parsing, respectively, outperforming a previous CRF model that, in contrast, has access to scenario-specific supervision. We also evaluate the model by testing on a different corpus, where it achieved 55.5/54.0 average F1 for event / participant parsing.

Zero-shot Script Parsing

We present a manually annotated corpus of 10,000 tweets containing public reports of five COVID-19 events, including positive and negative tests, deaths, denied access to testing, claimed cures and preventions. We designed slot-filling questions for each event type and annotated a total of 28 fine-grained slots, such as the location of events, recent travel, and close contacts. We show that our corpus can support fine-tuning BERT-based classifiers to automatically extract publicly reported events, which can be further collected for building a knowledge base. Our knowledge base is constructed over Twitter data covering two years and currently covers over 4.2M events. It can answer complex queries with high precision, such as "Which organizations have employees that tested positive in Philadelphia?" We believe our proposed methodology could be quickly applied to develop knowledge bases for new domains in response to an emerging crisis, including natural disasters or future disease outbreaks.

Extracting a Knowledge Base of COVID-19 Events from Social Media

Neural topic models have been widely used in discovering the latent semantics from a cor- pus. Recently, there are several researches on hierarchical neural topic models since the re- lationships among topics are valuable for data analysis and exploration. However, the exist- ing hierarchical neural topic models are limited to generate a single topic tree. In this study, we present a nonparametric forest-structured neural topic model by firstly applying the self- attention mechanism to capture parent-child topic relationships, and then build a sparse di- rected acyclic graph to form a topic forest. Ex- periments indicate that our model can automat- ically learn a forest-structured topic hierarchy with indefinite numbers of trees and leaves, and significantly outperforms the baseline models on topic hierarchical rationality and affinity.

Nonparametric Forest-Structured Neural Topic Modeling

Irony is a ubiquitous figurative language in daily communication. Previously, many researchers have approached irony from linguistic, cognitive science, and computational aspects. Recently, some progress have been witnessed in automatic irony processing due to the rapid development in deep neural models in natural language processing (NLP). In this paper, we will provide a comprehensive overview of computational irony, insights from linguistic theory and cognitive science, as well as its interactions with downstream NLP tasks and newly proposed multi-X irony processing perspectives.

A Survey in Automatic Irony Processing: Linguistic, Cognitive, and Multi-X Perspectives

This paper presents M3L-Contrast---a novel multimodal multilingual (M3L) neural topic model for comparable data that maps texts from multiple languages and images into a shared topic space. Our model is trained jointly on texts and images and takes advantage of pretrained document and image embeddings to abstract the complexities between different languages and modalities. As a multilingual topic model, it produces aligned language-specific topics and as multimodal model, it infers textual representations of semantic concepts in images. We demonstrate that our model is competitive with a zero-shot topic model in predicting topic distributions for comparable multilingual data and significantly outperforms a zero-shot model in predicting topic distributions for comparable texts and images.

Multilingual and Multimodal Topic Modelling with Pretrained Embeddings

Recently, Biomedical Question Answering has attracted growing attention due to its application value and technical challenges. Most existing works treat it as a semantic matching task that predicts answers by computing confidence among questions, options and evidence paragraphs, which is insufficient for scenarios that require complex reasoning based on a deep understanding of biomedical evidences. We propose a novel model termed Hierarchical Representation-based Dynamic Reasoning Network to tackle this problem. It first constructs the hierarchical representations for biomedical evidences to learn semantics within and among evidences. It then performs dynamic reasoning based on the hierarchical representations of evidences to solve complex biomedical problems.

Hierarchical Representation-based Dynamic Reasoning Network for Biomedical Question Answering

In a text, entities mentioned earlier can be referred to in later discourse by a more general description. For example, Celine Dion and Justin Bieber can be referred to by "Canadian singers" or "celebrities". In this presentation, we present this phenomenon in the context of summarization, where entities from a source text are generalized in the summary. We call such instances source-summary entity aggregations. We categorize these aggregations into two types and analyze them in the Cnn/Dailymail corpus, showing that they are reasonably frequent. We then examine how well three state-of-the-art summarization systems can generate such aggregations within summaries. We also develop techniques to encourage them to generate more aggregations. Our results show that there is significant room for improvement in producing semantically correct aggregations.

Source-summary Entity Aggregation in Abstractive Summarization

This paper aims to improve the performance of text-to-SQL parsing by exploring the intrinsic uncertainties in the neural network based approaches (called SUN). From the data uncertainty perspective, it is indisputable that a single SQL can be learned from multiple semantically-equivalent questions. Different from previous methods that are limited to one-to-one mapping, we propose a data uncertainty constraint to explore the under- lying complementary semantic information among multiple semantically-equivalent questions (many-to-one) and learn the robust feature representations with reduced spurious associations. In this way, we can reduce the sensitivity of the learned representations and improve the robustness of the parser. From the model uncertainty perspective, there is often structural information (dependence) among the weights of neural networks. To improve the generalizability and stability of neural text-to-SQL parsers, we propose a model uncertainty constraint to refine the query representations by enforcing the output representations of different perturbed encoding networks to be consistent with each other. Ex- tensive experiments on five benchmark datasets demonstrate that our method significantly outperforms strong competitors and achieves new state-of-the-art results.

Premium content

Downloads

Next from COLING 2022

UPER: Boosting Multi-Document Summarization with an Unsupervised Prompt-based Extractor

Similar lecture

Interpretable User Satisfaction Estimation for Conversational Systems with Large Language Models