Dominican Republic

Natural Language Generation (NLG) for task-oriented dialogue systems focuses on communicating specific content accurately, fluently, and coherently. While these attributes are crucial for a successful dialogue, it is also desirable to simultaneously accomplish specific stylistic goals, such as response length, point of view, descriptiveness, sentiment, formality, and empathy. In this work, we focus on stylistic control and evaluation for schema-guided NLG, with joint goals of achieving both semantic and stylistic control. We experiment in detail with various controlled generation methods for large pre-trained language models: specifically, conditional training, guided fine-tuning, and guided decoding. We discuss their advantages and limitations and evaluate them with a broad range of automatic and human evaluation metrics. Our results show that while high style accuracy and semantic correctness are easier to achieve for more lexically defined styles with conditional training, stylistic control is also achievable for more semantically complex styles using discriminator-based guided decoding methods. The results also suggest that methods that are more scalable (with less hyper-parameters tuning) and that disentangle content generation and stylistic variations are more effective at achieving semantic correctness and style accuracy.

EMNLP 2021

Style Control for Schema-Guided Natural Language Generation

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

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.

Dialogue Response Generation via Contrastive Latent Representation Learning

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.

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

Graph-to-text generation aims to generate fluent texts from graph-based data. In this paper, we investigate two recently proposed pretrained language models (PLMs) and analyze the impact of different task-adaptive pretraining strategies for PLMs in graph-to-text generation. We present a study across three graph domains: meaning representations, Wikipedia knowledge graphs (KGs) and scientific KGs. We show that the PLMs BART and T5 achieve new state-of-the-art results and that task-adaptive pretraining strategies improve their performance even further. In particular, we report new state-of-the-art BLEU scores of 49.72 on LDC2017T10, 59.70 on WebNLG, and 25.66 on AGENDA datasets - a relative improvement of 31.8%, 4.5%, and 42.4%, respectively. In an extensive analysis, we identify possible reasons for the PLMs' success on graph-to-text tasks. We find evidence that their knowledge about true facts helps them perform well even when the input graph representation is reduced to a simple bag of node and edge labels.

Style Control for Schema-Guided Natural Language Generation

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