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Contact centers handle both chat and voice calls for the same domain. As part of their workflow, it is a standard practice to summarize the conversations once they conclude. A significant distinction between chat and voice communication lies in the presence of disfluencies in voice calls, such as repetitions, restarts, and replacements. These disfluencies are generally considered noise for downstream natural language understanding (NLU) tasks. While a separate summarization model for voice calls can be trained in addition to chat specific model for the same domain, it requires manual annotations for both the channels and adds complexity arising due to maintaining two models. Therefore, it&#39;s crucial to investigate if a model trained on fluent data can handle disfluent data effectively. While previous research explored impact of disfluency on question-answering and intent detection, its influence on summarization is inadequately studied. Our experiments reveal up to 6.99-point degradation in Rouge-L score, along with reduced fluency, consistency, and relevance when a fluent-trained model handles disfluent data. Replacement disfluencies have the highest negative impact. To mitigate this, we examine Fused-Fine Tuning by training the model with a combination of fluent and disfluent data, resulting in improved performance on both public and real-life datasets. Our work highlights the significance of incorporating disfluency in training summarization models and its advantages in an industrial setting.

EMNLP 2023

Investigating the Role and Impact of Disfluency on Summarization

contact center

disfluency

summarization

Contact centers handle both chat and voice calls for the same domain. As part of their workflow, it is a standard practice to summarize the conversations once they conclude. A significant distinction between chat and voice communication lies in the presence of disfluencies in voice calls, such as repetitions, restarts, and replacements. These disfluencies are generally considered noise for downstream natural language understanding (NLU) tasks. While a separate summarization model for voice calls can be trained in addition to chat specific model for the same domain, it requires manual annotations for both the channels and adds complexity arising due to maintaining two models. Therefore, it's crucial to investigate if a model trained on fluent data can handle disfluent data effectively. While previous research explored impact of disfluency on question-answering and intent detection, its influence on summarization is inadequately studied. Our experiments reveal up to 6.99-point degradation in Rouge-L score, along with reduced fluency, consistency, and relevance when a fluent-trained model handles disfluent data. Replacement disfluencies have the highest negative impact. To mitigate this, we examine Fused-Fine Tuning by training the model with a combination of fluent and disfluent data, resulting in improved performance on both public and real-life datasets. Our work highlights the significance of incorporating disfluency in training summarization models and its advantages in an industrial setting.

technical paper

**Welcome to EMNLP 2023!**

On behalf of the EMNLP 2023 Organizing Committee, I extend a warm and heartfelt welcome to all of you to the 2023 Conference on Empirical Methods in Natural Language Processing (EMNLP). It is with immense pleasure and excitement that we gather here in Singapore, a vibrant hub of innovation and technological advancement.

The conference program is packed with insightful presentations, thought-provoking workshops, and engaging networking opportunities. In addition to the technical sessions, we have also planned several social events that will provide you with the opportunity to connect with your colleagues.

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Of course, we are grateful to our sponsors and partners for their generous support of EMNLP 2023, whose contributions make it possible for us to host this world-class event.

Yuji Matsumoto (RIKEN AIP) 
EMNLP 2023 General Chair

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EMNLP 2023 took place in Singapore from Dec 6th to Dec 10th, 2023.

Measuring the semantic similarity between two sentences is still an important task. The word mover's distance (WMD) computes the similarity via the optimal alignment between the sets of word embeddings. However, WMD does not utilize word order, making it challenging to distinguish sentences with significant overlaps of similar words, even if they are semantically very different. Here, we attempt to improve WMD by incorporating the sentence structure represented by BERT's self-attention matrix (SAM). The proposed method is based on the Fused Gromov-Wasserstein distance, which simultaneously considers the similarity of the word embedding and the SAM for calculating the optimal transport between two sentences. Experiments demonstrate the proposed method enhances WMD and its variants in paraphrase identification with near-equivalent performance in semantic textual similarity.

Improving word mover's distance by leveraging self-attention matrix

Identifying intents from dialogue utterances forms an integral component of task-oriented dialogue systems. Intent-related tasks are typically formulated either as a classification task, where the utterances are classified into predefined categories or as a clustering task when new and previously unknown intent categories need to be discovered from these utterances. Further, the intent classification may be modeled in a multiclass (MC) or multilabel (ML) setup. While typically these tasks are modeled as separate tasks, we propose IntenDD a unified approach leveraging a shared utterance encoding backbone. IntenDD uses an entirely unsupervised contrastive learning strategy for representation learning, where pseudo-labels for the unlabeled utterances are generated based on their lexical features. Additionally, we introduce a two-step post-processing setup for the classification tasks using modified adsorption. Here, first, the residuals in the training data are propagated followed by smoothing the labels both modeled in a transductive setting. Through extensive evaluations on various benchmark datasets, we find that our approach consistently outperforms competitive baselines across all three tasks. On average, IntenDD reports percentage improvements of 2.32 %, 1.26 %, and 1.52 % in their respective metrics for few-shot MC, few-shot ML, and the intent discovery tasks respectively.

IntenDD: A Unified Contrastive Learning Approach for Intent Detection and Discovery

Does inverse scaling only occur as a function of model size, or can it also occur over the course of training? We carry out an exploratory study investigating whether the performance of language models on specific tasks can decrease (while general performance remains high) during training on the language modeling task. We find 8 tasks on which Pythia 12B (Biderman et al., 2023) shows decreased performance over the course of training. Five of these tasks (TruthfulQA-MC1, TruthfulQA-MC2, Hindsight Neglect, Memo Trap, and Pattern Match Suppression) additionally show a consistent relationship whereby larger language models show a greater decrease in performance the more they are trained, despite showing standard (positive) scaling overall. This highlights the importance of testing performance at all relevant benchmarks any time models are trained on additional data, even if their overall performance improves.

Emergent Inabilities? Inverse Scaling Over the Course of Pretraining

In this work, we focus on the task of determining the public attitude toward various social issues discussed on social media platforms. Platforms such as Twitter, however, are often used to spread misinformation, fake news through polarizing views. Existing literature suggests that higher levels of toxicity prevalent in Twitter conversations often spread negativity and delay addressing issues. Further, the embedded moral values and speech acts specifying the intention of the tweet correlate with public opinions expressed on various topics. However, previous works, which mainly focus on stance detection, either ignore the speech act, toxic, and moral features of these tweets that can collectively help capture public opinion or lack an efficient architecture that can detect the attitudes across targets. Therefore, in our work, we focus on the main task of stance detection by exploiting the toxicity, morality, and speech act as auxiliary tasks. We propose a multitasking model TWISTED that initially extracts the valence, arousal, and dominance aspects hidden in the tweets and injects the emotional sense into the embedded text followed by an efficient attention framework to correctly detect the tweet's stance by using the shared features of toxicity, morality, and speech acts present in the tweet. Extensive experiments conducted on 4 benchmark stance detection datasets (SemEval-2016, P-Stance, COVID19-Stance, and ClimateChange) comprising different domains demonstrate the effectiveness and generalizability of our approach.

Toxicity, Morality, and Speech Act Guided Stance Detection

We introduce DISSC, a novel, lightweight method that converts the rhythm, pitch contour and timbre of a recording to a target speaker in a textless manner. Unlike DISSC, most voice conversion (VC) methods focus primarily on timbre, and ignore people's unique speaking style (prosody). The proposed approach uses a pretrained, self-supervised model for encoding speech to discrete units, which makes it simple, effective, and fast to train. All conversion modules are only trained on reconstruction like tasks, thus suitable for any-to-many VC with no paired data. We introduce a suite of quantitative and qualitative evaluation metrics for this setup, and empirically demonstrate that DISSC significantly outperforms the evaluated baselines. Code and samples are available at https://pages.cs.huji.ac.il/adiyoss-lab/dissc/.

Speaking Style Conversion in the Waveform Domain Using Discrete Self-Supervised Units

Retrieval-enhanced methods have become a primary approach in fact verification (FV); it requires reasoning over multiple retrieved pieces of evidence to verify the integrity of a claim. To retrieve evidence, existing work often employs off-the-shelf retrieval models whose design is based on the probability ranking principle. We argue that, rather than relevance, for FV we need to focus on the utility that a claim verifier derives from the retrieved evidence. We introduce the $\textbf{feedback-based evidence retriever} (FER)$ that optimizes the evidence retrieval process by incorporating feedback from the claim verifier. As a feedback signal we use the divergence in utility between how effectively the verifier utilizes the retrieved evidence and the ground-truth evidence to produce the final claim label. Empirical studies demonstrate the superiority of FER over prevailing baselines.

From Relevance to Utility: Evidence Retrieval with Feedback for Fact Verification

Academic NLP research in the Age of LLMs: Nothing but blue skies!

Best Papers & Closing Session | VIDEO

ROME: Evaluating Pre-trained Vision-Language Models on Reasoning beyond Visual Common Sense | VIDEO

Inverse Text Normalization (ITN) involves rewriting the verbalised form of text from spoken transcripts to its corresponding written form. The task inherently expects challenges in identifying ITN entries due to spelling variations in words arising out of dialects, transcription errors etc. Additionally, in Tamil, word boundaries between adjacent words in a sentence often get obscured due to Punarchi, i.e. phonetic transformation of these boundaries. Being morphologically rich, the words in Tamil show a high degree of agglutination due to inflection and clitics. The combination of such factors leads to a high degree of surfaceform variations, making scalability with pure rule-based approaches difficult. Instead, we experiment with fine-tuning three pre-trained neural LMs, consisting of a seq2seq model (s2s), a non-autoregressive text editor (NAR) and a sequence tagger + rules combination (tagger). While the tagger approach works best in a fully-supervised setting, s2s performs the best (98.05 F-Score) when augmented with additional data, via bootstrapping and data augmentation (DA&B). S2S reports a cumulative percentage improvement of 20.1 %, and statistically significant gains for all our models with DA&B. Compared to a fully supervised setup, bootstrapping alone reports a percentage improvement as high as 14.12 %, even with a small seed set of 324 ITN entries.

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Improving word mover's distance by leveraging self-attention matrix

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