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Organisations are monitoring their Social License to Operate (SLO) with increasing regularity.SLO, the level of support organisations gain from the public, is typically assessed through surveys or focus groups, which require expensive manual efforts and yield quickly-outdated results. In this paper, we present SIRTA (Social Insight via real-Time Text Analytics), a novel real-time text analytics system for assessing and monitoring organisations’ SLO levels by analysing the public discourse from social posts. To assess SLO levels, our insight is to extract and transform peoples’ stances towards an organisation into SLO levels. SIRTA achieves this by performing a chain of three text classification tasks, where it identifies task-relevant social posts, discovers keySLO risks discussed in the posts, and infers stances specific to the SLO risks. We leverage recent language understanding techniques (e.g., BERT) for building our classifiers. To monitor SLOlevels over time, SIRTA employs quality control mechanisms to reliably identify SLO trends and variations of multiple organisations in a market. These are derived from the smoothed time series of their SLO levels based on exponentially-weighted moving average (EWMA) calculation. Our experimental results show that SIRTA is highly effective in distilling stances from social posts for SLO level assessment and that the continuous monitoring of SLO levels afforded by SIRTAenables the early detection of critical SLO changes.

COLING 2020

Assessing Social License to Operate from the Public Discourse on Social Media

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We are pleased to announce the Fortieth AAAI Conference on Artificial Intelligence (AAAI-26), which will be held in Singapore EXPO from January 20 to January 27, 2026.

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COLING, the International Conference on Computational Linguistics, is one of the premier conferences for natural language processing and computational linguistics. Often grouped within the field of artificial intelligence, but actually pre-dating the development of artificial intelligence, advances in computational linguistics and natural language processing are now some of the major drivers behind the use of artificial intelligence for commercial and social applications – for example, on-line search, machine translation and with voice-assisted conversational devices.

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 and in technological startups. COLING conferences provide opportunities for all these communities to showcase their exciting developments.

COLING, the International Conference on Computational Linguistics, is one of the premier conferences for natural language processing and computational linguistics. Often grouped within the field of artificial intelligence, but actually pre-dating the development of artificial intelligence, advances in computational linguistics and natural language processing are now some of the major drivers behind the use of artificial intelligence for commercial and social applications – for example, on-line search, machine translation and with voice-assisted conversational devices.

In large-scale commercial dialog systems, users express the same request in a wide variety of alternative ways with a long tail of less frequent alternatives. Handling the full range of this distribution is challenging, in particular when relying on manual annotations. However, the same users also provide useful implicit feedback as they often paraphrase an utterance if the dialog system failed to understand it. We propose MARUPA, a method to leverage this type of feedback by creating annotated training examples from it. MARUPA creates new data in a fully automatic way, without manual intervention or effort from annotators, and specifically for currently failing utterances. By re-training the dialog system on this new data, accuracy and coverage for long-tail utterances can be improved. In experiments, we study the effectiveness of this approach in a commercial dialog system across various domains and three languages.

Leveraging User Paraphrasing Behavior In Dialog Systems To Automatically Collect Annotations For Long-Tail Utterances

Recent years have witnessed substantial progress in the development of neural ranking networks, but also an increasingly heavy computational burden due to growing numbers of parameters and the adoption of model ensembles. Knowledge Distillation (KD) is a common solution to balance the effectiveness and efficiency. However, it is not straightforward to apply KD to ranking problems. Ranking Distillation (RD) has been proposed to address this issue, but only shows effectiveness on recommendation tasks. We present a novel two-stage distillation method for ranking problems that allows a smaller student model to be trained while benefitting from the better performance of the teacher model, providing better control of the inference latency and computational burden. We design a novel BERT-based ranking model structure for list-wise ranking to serve as our student model. All ranking candidates are fed to the BERT model simultaneously, such that the self-attention mechanism can enable joint inference to rank the document list. Our experiments confirm the advantages of our method, not just with regard to the inference latency but also in terms of higher-quality rankings compared to the original teacher model.

Query Distillation: BERT-based Distillation for Ensemble Ranking

Embedding-based entity alignment has been widely investigated in recent years, but most pro- posed methods still rely on an ideal supervised learning setting with a large number of unbiased seed mappings for training and validation, which significantly limits their usage. In this study, we evaluate those state-of-the-art methods in an industrial context, where the impact of seed map- pings with different sizes and different biases is explored. Besides the popular benchmarks from DBpedia and Wikidata, we contribute and evaluate a new industrial benchmark that is extracted from two heterogeneous knowledge graphs (KGs) under deployment for medical applications. The experimental results enable the analysis of the advantages and disadvantages of these alignment methods and the further discussion of suitable strategies for their industrial deployment.

An Industry Evaluation of Embedding-based Entity Alignment

The topic of this presentation is neural multi-task training for text style transfer. We present an efficient method for neutral-to-style transformation using the transformer framework. We demonstrate how to prepare a robust model utilizing large paraphrases corpora together with a small parallel style transfer corpus. We study how much style transfer data is needed for a model on the example of two transformations: neutral-to-cute on internal corpus and modern-to-antique on
publicly available Bible corpora. Additionally, we propose a synthetic measure for the automatic evaluation of style transfer models. We hope our research is a step towards replacing common but limited rule-based style transfer systems by more flexible machine learning models for both public and commercial usage.

An Empirical Study on Multi-Task Learning for Text Style Transfer and Paraphrase Generation

Natural language generation (NLG) is a critical component in conversational systems, owing to its role of formulating a correct and natural text response. Traditionally, NLG components have been deployed using template-based solutions. Although neural network solutions recently developed in the research community have been shown to provide several benefits, deployment of such model-based solutions has been challenging due to high latency, correctness issues, and high data needs. In this paper, we present approaches that have helped us deploy data-efficient neural solutions for NLG in conversational systems to production. We describe a family of sampling and modeling techniques to attain production quality with light-weight neural network models using only a fraction of the data that would be necessary otherwise, and show a thorough comparison between each. Our results show that domain complexity dictates the appropriate approach to achieve high data efficiency. Finally, we distill the lessons from our experimental findings into a list of best practices for production-level NLG model development, and present them in a brief runbook. Importantly, the end products of all of the techniques are small sequence-to-sequencemodels (~2Mb) that we can reliably deploy in production.

Best Practices for Data-Efficient Modeling in NLG:How to Train Production-Ready Neural Models with Less Data

The quality of Natural Language Understanding (NLU) models is typically evaluated using aggregated metrics on a large number of utterances. In a dialog system, though, the manual analysis of failures on specific utterances is a time-consuming and yet critical endeavor to guarantee a high-quality customer experience. A crucial question for this analysis is how to create a test set of utterances that covers a diversity of possible customer requests. In this paper, we introduce the task of generating a test set with high semantic diversity for NLU evaluation in dialog
systems and we describe an approach to address it. The approach starts by extracting high-traffic utterance patterns. Then, for each pattern, it achieves high diversity selecting utterances from different regions of the utterance embedding space. We compare three selection strategies based on clustering of utterances in the embedding space, on solving the maximum distance optimization problem and on simple heuristics such as random uniform sampling and popularity. The evaluation
shows that the highest semantic and lexicon diversity is obtained by a greedy maximum sum of distance solver in a comparable runtime with the clustering and the heuristics approaches.

Semantic Diversity for Natural Language Understanding Evaluation in Dialog Systems

Industry-scale NLP systems necessitate two features. 1. Robustness: “zero-shot transfer learning” (ZSTL) performance has to be commendable and 2. Efficiency: systems have to train efficiently and respond instantaneously. In this paper, we introduce the development of a production model called GAAMA(Go Ahead Ask Me Anything) which possess the above two characteristics. For robustness, it trains on the recently introduced Natural Questions (NQ) dataset. NQ poses additional challenges over older datasets like SQuAD: (a) QA systems need to read and comprehend an entire Wikipedia article rather than a small passage, and (b) NQ does not suffer from observation bias during construction, resulting in less lexical overlap between the question and the article. GAAMA consists of Attention-over-Attention, diversity among attention heads, hierarchical transfer learning, and synthetic data augmentation while being computationally inexpensive. Building on top of the powerful BERT_QA model, GAAMA provides a∼2.0% absolute boost in F1over the industry-scale state-of-the-art (SOTA) system on NQ. Further, we show that GAAMA transfers zero-shot to unseen real life and important domains as it yields respectable performance on two benchmarks: the BioASQ and the newly introduced CovidQA datasets.

Towards Building a Robust Industry-scale Question Answering System

We present scalable Universal Dependency (UD) treebank synthesis techniques that exploit advances in language representation modeling which leverage vast amounts of unlabeled general-purpose multilingual text. We introduce a data augmentation technique that uses synthetic treebanks to improve production-grade parsers. The synthetic treebanks are generated using a state-of-the-art biaffine parser adapted with pretrained Transformer models, such as Multilingual BERT (M-BERT). The new parser improves LAS by up to two points on seven languages. The production models' LAS performance improves as the augmented treebanks scale in size, surpassing performance of production models trained on originally annotated UD treebanks.

Scalable Cross-lingual Treebank Synthesis for Improved Production Dependency Parsers

Performance of standard text analytics algorithms are known to be substantially degraded on consumer generated data, which are often very noisy. These algorithms also do not work well on enterprise data which has a very different nature from News repositories, storybooks or Wikipedia data. Text cleaning is a mandatory step which aims at noise removal and correction to improve
performance. However, enterprise data need special cleaning methods since it contains many domain terms which appear to be noise against a standard dictionary, but in reality are not so. In this work we present detailed analysis of characteristics of enterprise data and suggest unsupervised methods for cleaning these repositories after domain terms have been automatically segregated from true noise terms. Noise terms are thereafter corrected in a contextual fashion.
The effectiveness of the method is established through careful manual evaluation of error corrections over several standard data sets, including those available for hate speech detection, where there is deliberate distortion to avoid detection. We also share results to show enhancement in classification accuracy after noise correction.

Learning Domain Terms - Empirical Methods to Enhance Enterprise Text
Analytics Performance

We present a neural model for paraphrasing and train it to generate delexicalized sentences. We achieve this by creating training data in which each input is paired with a number of reference paraphrases. These sets of reference paraphrases represent a weak type of semantic equivalence based on annotated slots and intents. To understand semantics from different types of slots, other than anonymizing slots, we apply convolutional neural networks (CNN) prior to pooling on slot values and use pointers to locate slots in the output. We show empirically that the generated paraphrases are of high quality, leading to an additional 1.29% exact match on live utterances. We also show that natural language understanding (NLU) tasks, such as intent classification and named entity recognition, can benefit from data augmentation using automatically generated paraphrases.

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Leveraging User Paraphrasing Behavior In Dialog Systems To Automatically Collect Annotations For Long-Tail Utterances

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Leveraging User Paraphrasing Behavior In Dialog Systems To Automatically Collect Annotations For Long-Tail Utterances

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Experiential Fairness: Bridging the Gap Between User Experience and Resource-Centric Fairness in Online LLM Services

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