Dominican Republic

In a typical customer service chat scenario, customers contact a support center to ask for help or raise complaints, and human agents try to solve the issues. In most cases, at the end of the conversation, agents are asked to write a short summary emphasizing the problem and the proposed solution, usually for the benefit of other agents that may have to deal with the same customer or issue. 

The goal of the present article is advancing the automation of this task. We introduce the first large scale, high quality, customer care dialog summarization dataset with close to 6500 human annotated summaries. The data is based on real-world customer support dialogs and includes both extractive and abstractive summaries. We also introduce a new unsupervised, extractive summarization method specific to dialogs.

EMNLP 2021

TWEETSUMM - A Dialog Summarization Dataset for Customer Service

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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Registered attendees will receive access the week of November 1st.

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

This paper presents SimCSE, a simple contrastive learning framework that greatly advances the state-of-the-art sentence embeddings. We first describe an unsupervised approach, which takes an input sentence and predicts itself in a contrastive objective, with only standard dropout used as noise. This simple method works surprisingly well, performing on par with previous supervised counterparts. We find that dropout acts as minimal data augmentation and removing it leads to a representation collapse. Then, we propose a supervised approach, which incorporates annotated pairs from natural language inference datasets into our contrastive learning framework, by using "entailment" pairs as positives and "contradiction" pairs as hard negatives. We evaluate SimCSE on standard semantic textual similarity (STS) tasks, and our unsupervised and supervised models using BERT base achieve an average of 76.3% and 81.6% Spearman's correlation respectively, a 4.2% and 2.2% improvement compared to previous best results. We also show -- both theoretically and empirically -- that contrastive learning objective regularizes pre-trained embeddings' anisotropic space to be more uniform, and it better aligns positive pairs when supervised signals are available.

SimCSE: Simple Contrastive Learning of Sentence Embeddings

Learning fine-grained distinctions between vocabulary items is a key challenge in learning a new language. For example, the noun "wall'' has different lexical manifestations in Spanish --" pared’’ refers to an indoor wall while "muro’’ refers to an outside wall. However, this variety of lexical distinction may not be obvious to non-native learners unless the distinction is explained in such a way. In this work, we present a method for automatically identifying fine-grained lexical distinctions, and extracting concise descriptions explaining these distinctions in a human- and machine-readable format. We confirm the quality of these extracted descriptions in a language learning setup for two languages, Spanish and Greek, where we use them to teach non-native speakers when to translate a given ambiguous word into its different possible translations.

When is Wall a Pared and when a Muro?: Extracting Rules Governing Lexical Selection

For many business applications, we often seek to analyze sentiments associated with any arbitrary aspects of commercial products, despite having a very limited amount of labels or even without any labels at all. However, existing aspect target sentiment classification (ATSC) models are not trainable if annotated datasets are not available. Even with labeled data, they fall short of reaching satisfactory performance. To address this, we propose simple approaches that better solve ATSC with natural language prompts, enabling the task under zero-shot cases and enhancing supervised settings, especially for few-shot cases. Under the few-shot setting for SemEval 2014 Task 4 laptop domain, our method of reformulating ATSC as an NLI task outperforms supervised SOTA approaches by up to 24.13 accuracy points and 33.14 macro F1 points. Moreover, we demonstrate that our prompts could handle implicitly stated aspects as well: our models reach about 77% accuracy on detecting sentiments for aspect categories (e.g., food), which do not necessarily appear within the text, even though we trained the models only with explicitly mentioned aspect terms (e.g., fajitas) from just 16 reviews - while the accuracy of the no-prompt baseline is only around 65%.

Open Aspect Target Sentiment Classification with Natural Language Prompts

Implicit sentiment analysis, aiming at detecting the sentiment of a sentence without sentiment words, has become an attractive research topic in recent years. In this paper, we focus on event-centric implicit sentiment analysis that utilizes the sentiment-aware event contained in a sentence to infer its sentiment polarity. Most existing methods in implicit sentiment analysis simply view noun phrases or entities in text as events or indirectly model events with sophisticated models. Since events often trigger sentiments in sentences, we argue that this task would beneﬁt from explicit modeling of events and event representation learning. To this end, we represent an event as the combination of its event type and the event triplet <subject, predicate, object>. Based on such event representation, we further propose a novel model with hierarchical tensor-based composition mechanism to detect sentiment in text. In addition, we present a dataset for event-centric implicit sentiment analysis where each sentence is labeled with the event representation described above. Experimental results on our constructed dataset and an existing benchmark dataset show the effectiveness of the proposed approach.

Implicit Sentiment Analysis with Event-centered Text Representation

Specialized number representations in NLP have shown improvements on numerical reasoning tasks like arithmetic word problems and masked number prediction. But humans also use numeracy to make better sense of world concepts, e.g., you can seat 5 people in your room but not 500. Does a better grasp of numbers improve a model's understanding of other concepts and words? This paper studies the effect of using six different number encoders on the task of masked word prediction (MWP), as a proxy for evaluating literacy. To support this investigation, we develop Wiki-Convert, a 900,000 sentence dataset annotated with numbers and units, to avoid conflating nominal and ordinal number occurrences. We find a significant improvement in MWP for sentences containing numbers, that exponent embeddings are the best number encoders, yielding over 2 points jump in prediction accuracy over a BERT baseline, and that these enhanced literacy skills also generalize to contexts without annotated numbers. We release all code at https://git.io/JuZXn.

Numeracy enhances the Literacy of Language Models

We study Comparative Preference Classification (CPC) which aims at predicting whether a preference comparison exists between two entities in a given sentence and, if so, which entity is preferred over the other. High-quality CPC models can significantly benefit applications such as comparative question answering and review-based recommendations. Among the existing approaches, non-deep learning methods suffer from inferior performances. The state-of-the-art graph neural network-based ED-GAT (Ma et al., 2020) only considers syntactic information while ignoring the critical semantic relations and the sentiments to the compared entities. We proposed sentiment Analysis Enhanced COmparative Network (SAECON) which improves CPC ac-curacy with a sentiment analyzer that learns sentiments to individual entities via domain adaptive knowledge transfer. Experiments on the CompSent-19 (Panchenko et al., 2019) dataset present a significant improvement on the F1 scores over the best existing CPC approaches.

Powering Comparative Classification with Sentiment Analysis via Domain Adaptive Knowledge Transfer

This paper explores the effect of using multitask learning for abstractive summarization in the context of small training corpora. In particular, we incorporate four different tasks (extractive summarization, language modeling, concept detection, and paraphrase detection) both individually and in combination, with the goal of enhancing the target task of abstractive summarization via multitask learning. We show that for many task combinations, a model trained in a multitask setting outperforms a model trained only for abstractive summarization, with no additional summarization data introduced. Additionally, we do a comprehensive search and find that certain tasks (e.g. paraphrase detection) consistently benefit abstractive summarization, not only when combined with other tasks but also when using different architectures and training corpora.

Exploring Multitask Learning for Low-Resource Abstractive Summarization

This paper explores three simple data manipulation techniques (synthesis, augmentation, curriculum) for improving abstractive summarization models without the need for any additional data. We introduce a method of data synthesis with paraphrasing, a data augmentation technique with sample mixing, and curriculum learning with two new difficulty metrics based on specificity and abstractiveness. We conduct experiments to show that these three techniques can help improve abstractive summarization across two summarization models and two different small datasets. Furthermore, we show that these techniques can improve performance when applied in isolation and when combined.

Mitigating Data Scarceness through Data Synthesis, Augmentation and Curriculum for Abstractive Summarization

Contrastive explanations clarify why an event occurred in contrast to another. They are more inherently intuitive to humans to both produce and comprehend. We propose a methodology to produce contrastive explanations for classification models by modifying the representation to disregard non-contrastive information, and modifying model behavior to only be based on contrastive reasoning. Our method is based on projecting model representation to a latent space that captures only the features that are useful (to the model) to differentiate two potential decisions. We demonstrate the value of contrastive explanations by analyzing two different scenarios, using both high-level abstract concept attribution and low-level input token/span attribution, on two widely used text classification tasks. Specifically, we produce explanations for answering: for which label, and against which alternative label, is some aspect of the input useful? And which aspects of the input are useful for and against particular decisions? Overall, our findings shed light on the ability of label-contrastive explanations to provide a more accurate and finer-grained interpretability of a model's decision.

Contrastive Explanations for Model Interpretability

Language models are generally trained on short, truncated input sequences, which limits their ability to use discourse-level information present in long-range context to improve their predictions. Recent efforts to improve the efficiency of self-attention have led to a proliferation of long-range Transformer language models, which can process much longer sequences than models of the past. However, the ways in which such models take advantage of the long-range context remain unclear. In this paper, we perform a fine-grained analysis of two long-range Transformer language models (including the \emph{Routing Transformer}, which achieves state-of-the-art perplexity on the PG-19 long-sequence LM benchmark dataset) that accept input sequences of up to 8K tokens. Our results reveal that providing long-range context (i.e., beyond the previous 2K tokens) to these models only improves their predictions on a small set of tokens (e.g., those that can be copied from the distant context) and does not help at all for sentence-level prediction tasks. Finally, we discover that PG-19 contains a variety of different document types and domains, and that long-range context helps most for literary novels (as opposed to textbooks or magazines).

TWEETSUMM - A Dialog Summarization Dataset for Customer Service

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SimCSE: Simple Contrastive Learning of Sentence Embeddings

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TWEETSUMM - A Dialog Summarization Dataset for Customer Service

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Next from EMNLP 2021

SimCSE: Simple Contrastive Learning of Sentence Embeddings

Similar lecture

Discourse-Based Sentence Splitting

Stay up to date with the latest Underline news!

PRESENTATIONS

CONFERENCES

COMPANY

RESOURCES

Downloads