Korea, Republic of

Templated answers are used extensively in customer support scenarios, providing an efficient way to cover a plethora of topics, with an easily maintainable collection of templates. However, the number of templates is often too high for an agent to manually search. Automatically suggesting the correct template for a given question can thus improve the service efficiency, reducing costs and leading to a better customer satisfaction. In this work, we propose a dense retrieval framework for the customer support scenario, adapting a standard in-batch negatives technique to support unpaired sampling of queries and templates. We also propose a novel loss that extends the typical query-centric similarity, exploiting other similarity relations in the training data. Experiments show that our approach achieves considerable improvements, in terms of performance and training speed, over more standard dense retrieval methods. This includes methods such as DPR, and also ablated versions of the proposed approach.

COLING 2022

Dense Template Retrieval for Customer Support

customer support

dense retrieval

information retrieval

## Welcome to NAACL 2022!
The Annual Meeting of the North American Chapter of the Association for Computational Linguistics (NAACL) is taking place July 10-15, 2022 as a hybrid event, in Seattle, WA and online. We are happy to welcome all of you to conference! 
 
The main conference program features oral presentations, in-person and virtual posters and demo sessions, a plenary session for our best paper presentations and awards, keynote presentations, a plenary panel on the place of linguistics and symbolic structures in NLP, and an Industrial Track panel on Careers in NLP.
 
Posters (including Findings of NAACL 2022) and demos are grouped by areas for both the in-person and the virtual sessions. For the virtual component, the talks will be on Zoom and the posters and the demos will be in GatherTown. The Student Research Workshop and will have an oral session and a poster session.
 
The program also features 6 Tutorials and 26 Workshops.
 
 We wish you a wonderful conference!
 
[The NAACL 2022 Organizing Committee](https://2022.naacl.org/committees/organization/)

NAACL 2022

2022 Annual Conference of the North American Chapter of the Association for Computational Linguistics

poster

[![](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.

Event extraction (EE) is one of the fundamental tasks for information extraction whose goal is to identify mentions of events and their participants in text. Due to its importance, different methods and datasets have been introduced for EE. However, existing EE datasets are limited to formally written documents such as news articles or scientific papers. As such, the challenges of EE in informal and noisy texts are not adequately studied. In particular, video transcripts constitute an important domain that can benefit tremendously from EE systems (e.g., video retrieval), but has not been studied in EE literature due to the lack of necessary datasets. To address this limitation, we propose the first large-scale EE dataset obtained for transcripts of streamed videos on the video hosting platform Behance to promote future research in this area. In addition, we extensively evaluate existing state-of-the-art EE methods on our new dataset. We demonstrate that such systems cannot achieve adequate performance on the proposed dataset, revealing challenges and opportunities for further research effort.

Event Extraction in Video Transcripts

This paper introduces our Diversity Advanced Actor-Critic reinforcement learning (A2C) framework (DAAC) to improve the generalization and accuracy of Natural Language Processing (NLP). We show that the diversification of training samples alleviates overfitting and improves model generalization and accuracy. We quantify diversity on a set of samples using the max dispersion, convex hull volume, and graph entropy based on sentence embeddings in high-dimensional metric space. We also introduce A2C to select such a diversified training subset efficiently. Our experiments achieve up to +23.8 accuracy increase (38.0% relatively) in sentiment analysis, -44.7 perplexity decrease (37.9% relatively) in language modeling, and consistent improvements in named entity recognition over various domains. In particular, our method outperforms both domain adaptation and generalization baselines without using any target domain knowledge.

Can Data Diversity Enhance Learning Generalization?

Recently, neural topic models (NTMs) have been incorporated into pre-trained language models (PLMs), to capture the global semantic information for text summarization. However, in these methods, there remain limitations in the way they capture and integrate the global semantic information. In this paper, we propose a novel model, the graph contrastive topic enhanced language model (GRETEL), that incorporates the graph contrastive topic model with the pre-trained language model, to fully leverage both the global and local contextual semantics for long document extractive summarization. To better capture and incorporate the global semantic information into PLMs, the graph contrastive topic model integrates the hierarchical transformer encoder and the graph contrastive learning to fuse the semantic information from the global document context and the gold summary. To this end, GRETEL encourages the model to efficiently extract salient sentences that are topically related to the gold summary, rather than redundant sentences that cover sub-optimal topics. Experimental results on both general domain and biomedical datasets demonstrate that our proposed method outperforms SOTA methods.

GRETEL: Graph Contrastive Topic Enhanced Language Model for Long Document Extractive Summarization

A shift in data distribution can have a significant impact on performance of a text classification model. Recent methods addressing unsupervised domain adaptation for textual tasks typically extracted domain-invariant representations through balancing between multiple objectives to align feature spaces between source and target domains. While effective, these methods induce various new domain-sensitive hyperparameters, thus are impractical as largescale language models are drastically growing bigger to achieve optimal performance. To this end, we propose to leverage meta-learning framework to train a neural network-based self-paced learning procedure in an end-to-end manner. Our method, called Meta Self-Paced Domain Adaption (MSP-DA), follows a novel but intuitive domain-shift variation of cluster assumption to derive the meta train-test dataset split based on the self-pacing difficulties of source domain’s examples. As a result, MSP-DA effectively leverages self-training and self-tuning domain-specific hyperparameters simultaneously throughout the learning process. Extensive experiments demonstrate our framework substantially improves performance on target domains, surpassing state-of-the-art approaches. Detailed analyses validate our method and provide insight into how each domain affects the learned hyperparameters.

Unsupervised Domain Adaptation for Text Classification via Meta Self-Paced Learning

As manually labelling data can be costly, some recent studies tend to augment the training data for improving the generalization power of machine learning models, known as data augmentation(DA). Meanwhile, with the arise of pre-trained language models (PLMs), some recent works on DA try to synthesize new samples benefiting from the knowledge learned from PLM's pre-training. Along the same direction, we in this paper propose to integrate text-to-text language models and construct a new two-phase framework for augmentation: 1) a fine-tuning phase where PLMs are well adapted to downstream classification with the help of two novel schemes, and 2) a generation phase where the fine-tuned models are leveraged to create new samples for performance lifting. This paradigm opens up a new way of designing fine-tuning scheme to better serve DA in an easy-to-implement manner, and can be easily extended to other desired tasks. We evaluate our proposal on two public classification datasets and demonstrate its effectiveness with remarkable gains.

Rethinking Data Augmentation in Text-to-text Paradigm

Semantic Role Labeling (SRL) is the task of labeling semantic arguments for marked semantic predicates. Semantic arguments and their predicates are related in various distinct manners, of which certain semantic arguments are a necessity while others serve as an auxiliary to their predicates. To consider such roles and relations of the arguments in the labeling order, we introduce iterative argument identification (IAI), which combines global decoding and iterative identification for the semantic arguments. In experiments, we first realize that the model with random argument labeling orders outperforms other heuristic orders such as the conventional left-to-right labeling order. Combined with simple reinforcement learning, the proposed model spontaneously learns the optimized labeling orders that are different from existing heuristic orders. The proposed model with the IAI algorithm achieves competitive or outperforming results from the existing models in the standard benchmark datasets of span-based SRL: CoNLL-2005 and CoNLL-2012.

Iterative Span Selection: Self-Emergence of Resolving Orders in Semantic Role Labeling

To evaluate the performance of a multi-domain goal-oriented Dialogue System (DS), it is important to understand what the users’ goals are for the conversations and whether those goals are successfully achieved. The success rate of goals directly correlates with user satisfaction and perceived usefulness of the DS. In this paper, we propose a novel automatic dialogue evaluation framework that jointly performs two tasks: goal segmentation and goal success prediction. We extend the RoBERTa-IQ model (Gupta et al., 2021) by adding multi-task learn ing heads for goal segmentation and success prediction. Using an annotated dataset from a commercial DS, we demonstrate that our proposed model reaches an accuracy that is on-par with single-pass human annotation comparing to a three-pass gold annotation benchmark.

Joint Goal Segmentation and Goal Success Prediction on Multi-Domain Conversations

Recent works try to handle disfluency detection with unsupervised self-training, which can exploit existing large-scale unlabeled data efficiently. However, their self-training-based methods suffer from the problems of selection bias and error accumulation. To tackle these problems, we propose an adaptive unsupervised self-training method for disfluency detection. Specifically, we re-weight the importance of each training example according to its grammatical feature and prediction confidence. Experiments on the Switchboard dataset show that our method improves 2.3 points over the current SOTA unsupervised method.
Moreover, our method is competitive with the current SOTA supervised method.

Adaptive Unsupervised Self-training for Disfluency Detection

With the ever growing scale of neural models, knowledge distillation (KD) attracts more attention as a prominent tool for neural model compression. However, there are counter intuitive observations in the literature showing some challenging limitations of KD. A case in point is that the best performing checkpoint of the teacher might not necessarily be the best teacher for training the student in KD. Therefore, one important question would be how to find the best checkpoint of the teacher for distillation? Searching through the checkpoints of the teacher would be a very tedious and computationally expensive process, which we refer to as the checkpoint-search problem. Moreover, another observation is that larger teachers might not necessarily be better teachers in KD, which is referred to as the capacity-gap problem. To address these challenging problems, in this work, we introduce our progressive knowledge distillation (Pro-KD) technique which defines a smoother training path for the student by following the training footprints of the teacher instead of solely relying on distilling from a single mature fully-trained teacher. We demonstrate that our technique is quite effective in mitigating the capacity-gap problem and the checkpoint search problem. We evaluate our technique using a comprehensive set of experiments on different tasks such as image classification (CIFAR-10 and CIFAR-100), natural language understanding tasks of the GLUE benchmark, and question answering (SQuAD 1.1 and 2.0) using BERT-based models and consistently got superior results over state-of-the-art techniques.

Pro-KD: Progressive Distillation by Following the Footsteps of the Teacher

We present a novel collection of news articles originating from fake and real news media sources for the analysis and prediction of news virality. Unlike existing fake news datasets which either contain claims or news article headline and body, in this collection each article is supported with a Facebook engagement count which we consider as an indicator of the article virality. In addition we also provide the article description and thumbnail image with which the article was shared on Facebook. These images were automatically annotated with object tags and color attributes. Using cloud based vision analysis tools, thumbnail images were also analyzed for faces and detected faces were annotated with facial attributes. We empirically investigate the use of this collection on an example task of article virality prediction.

Premium content

Dense Template Retrieval for Customer Support

Downloads

Next from COLING 2022

Event Extraction in Video Transcripts

Similar lecture

Domain-matched Pre-training Tasks for Dense Retrieval

Stay up to date with the latest Underline news!

PRESENTATIONS

CONFERENCES

COMPANY

RESOURCES