Canada

In recent years, the utilization of Artificial Intelligence (AI) in the contact center industry is on the rise. One area where AI can have a significant impact is in the coaching of contact center agents. By analyzing call transcripts, AI can quickly determine which calls are most relevant for coaching purposes, and provide relevant feedback and insights to the contact center manager or supervisor. In this paper, we present &quot;AI Coach Assis&quot;, which leverages the pre-trained transformer-based language models to determine whether a given call is coachable or not based on the quality assurance (QA) queries/questions asked by the contact center managers or supervisors. The system was trained and evaluated on a large dataset collected from real-world contact centers and provides an efficient and effective way to determine which calls are most relevant for coaching purposes. Extensive experimental evaluation demonstrates the potential of AI Coach Assist to improve the coaching process, resulting in enhancing the performance of contact center agents.

ACL 2023

AI Coach Assist: An Automated Approach for Call Recommendation in Contact Centers for Agent Coaching

call recommendation

contact center

conversational ai

Naval Information Warfare Center Pacific is partnering with AFCEA San Diego chapter to host the workshop.

The NAML workshop is an opportunity for researchers from Navy research and development centers and our partner organizations to exchange technical ideas and to come together as a team.

The goals of NAML are:

* To spread awareness of current machine learning research relevant to Naval applications

* To connect machine learning researchers with experts in military requirements

* To build and strengthen collaborations within the defense research community

**Watch this video to hear about the AFCEA purpose.**

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NAML 2021

The annual workshop on Naval Applications of Machine Learning is an opportunity for researchers from Navy research and development centers and our partner organizations to exchange technical ideas and to come together as a team. The goals of NAML are to spread awareness of current machine learning research relevant to Naval applications, to connect machine learning researchers with experts in military requirements and to build and strengthen collaborations within the defense research community.


In recent years, the utilization of Artificial Intelligence (AI) in the contact center industry is on the rise. One area where AI can have a significant impact is in the coaching of contact center agents. By analyzing call transcripts, AI can quickly determine which calls are most relevant for coaching purposes, and provide relevant feedback and insights to the contact center manager or supervisor. In this paper, we present "AI Coach Assis", which leverages the pre-trained transformer-based language models to determine whether a given call is coachable or not based on the quality assurance (QA) queries/questions asked by the contact center managers or supervisors. The system was trained and evaluated on a large dataset collected from real-world contact centers and provides an efficient and effective way to determine which calls are most relevant for coaching purposes. Extensive experimental evaluation demonstrates the potential of AI Coach Assist to improve the coaching process, resulting in enhancing the performance of contact center agents.

poster

### Welcome to ACL 2023, the 61st Annual Meeting of the Association for Computational Linguistics! 
<br>The conference will be held in Toronto, Canada, July 9-14, 2023.<br><br>
Following the succession of the recent conferences in our field, ACL 2023 will adopt a hybrid format.
While the impact of Covid has considerably diminished in terms of traveling, obtaining visas to Canada
entails a very long process. Moreover, the global economic conditions pose challenges for many individuals to travel to conferences. Recognizing these circumstances, we know many participants may not be
able to attend the conference in person. Therefore, we are committed to providing a great virtual platform
so everyone has the opportunity to interact with other participants and enjoy the conference. Based on the
current registered participants, approxiately 30% have chosen to attend the conference virtually. Whether
you join us in person or virtually, we sincerely hope everyone has a remarkable conference experience.<br>
This General Chair’s message is where I express my gratitude to the many individuals who have made
enormous contributions to the conference over the past year.

Read [**ACL 2023 General Chair's message**](https://docs.google.com/document/d/1WobYM7norbG4dI48s75HfJoD89qgX5a_F-6U8AteLSA/edit?usp=sharing/) in full.

##### **[Conference Handbook](https://2023.aclweb.org/downloads/acl2023-handbook.pdf)**
<br><br><br><br>

The Association for Computational Linguistics (ACL) is the premier international scientific and professional society for people working on computational problems involving human language, a field often referred to as either computational linguistics or natural language processing.

Despite the popularity of Shapley Values in explaining neural text classification models, computing them is prohibitive for large pretrained models due to a large number of model evaluations. In practice, Shapley Values are often estimated with a small number of stochastic model evaluations. However, we show that the estimated Shapley Values are sensitive to random seed choices -- the top-ranked features often have little overlap across different seeds, especially on examples with longer input texts. This can only be mitigated by aggregating thousands of model evaluations, which on the other hand, induces substantial computational overheads. To mitigate the trade-off between stability and efficiency, we develop an amortized model that directly predicts each input feature's Shapley Value without additional model evaluations. It is trained on a set of examples whose Shapley Values are estimated from a large number of model evaluations to ensure stability. Experimental results on two text classification datasets demonstrate that our amortized model estimates Shapley Values accurately with up to 60 times speedup compared to traditional methods. Further, our model does not suffer from stability issues as inference is deterministic. We release our code at https://github.com/yangalan123/Amortized-Interpretability.

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Efficient Shapley Values Estimation by Amortization for Text Classification

Despite the rising prevalence of neural sequence models, recent empirical evidences suggest their deficiency in compositional generalization. One of the current de-facto solutions to this problem is compositional data augmentation, aiming to incur additional compositional inductive bias. Nonetheless, the improvement offered by existing handcrafted augmentation strategies is limited when successful systematic generalization of neural sequence models requires multi-grained compositional bias (i.e., not limited to either lexical or structural biases only) or differentiation of training sequences in an imbalanced difficulty distribution. To address the two challenges, we first propose a novel compositional augmentation strategy dubbed Span Substitution (SpanSub) that enables multi-grained composition of substantial substructures in the whole training set. Over and above that, we introduce the Learning to Substitute Span (L2S2) framework which empowers the learning of span substitution probabilities in SpanSub in an end-to-end manner by maximizing the loss of neural sequence models, so as to outweigh those challenging compositions with elusive concepts and novel surroundings. Our empirical results on three standard compositional generalization benchmarks, including SCAN, COGS and GeoQuery (with an improvement of at most 66.5%, 10.3%, 1.2%, respectively), demonstrate the superiority of SpanSub, L2S2 and their combination.

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Learning to Substitute Spans towards Improving Compositional Generalization

Similes play an imperative role in creative writing such as story and dialogue generation. Proper evaluation metrics are like a beacon guiding the research of simile generation (SG). However, it remains under-explored as to what criteria should be considered, how to quantify each criterion into metrics, and whether the metrics are effective for comprehensive, efficient, and reliable SG evaluation. To address the issues, we establish HAUSER, a holistic and automatic evaluation system for the SG task, which consists of five criteria from three perspectives and automatic metrics for each criterion. Through extensive experiments, we verify that our metrics are significantly more correlated with human ratings from each perspective compared with prior automatic metrics.

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HAUSER: Towards Holistic and Automatic Evaluation of Simile Generation

Conceptual metaphors present a powerful cognitive vehicle to transfer knowledge structures from a source to a target domain. Prior neural approaches focus on detecting whether natural language sequences are metaphoric or literal. We believe that to truly probe metaphoric knowledge in pre-trained language models, their capability to detect this transfer should be investigated. To this end, this paper proposes to probe the ability of GPT-3 to detect metaphoric language and predict the metaphor's source domain without any pre-set domains. We experiment with different training sample configurations for fine-tuning and few-shot prompting on two distinct datasets. When provided 12 few-shot samples in the prompt, GPT-3 generates the correct source domain for a new sample with an accuracy of 65.15% in English and 34.65% in Spanish. GPT's most common error is a hallucinated source domain for which no indicator is present in the sentence. Other common errors include identifying a sequence as literal even though a metaphor is present and predicting the wrong source domain based on specific words in the sequence that are not metaphorically related to the target domain.

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Does GPT-3 Grasp Metaphors? Identifying Metaphor Mappings with Generative Language Models

Using psycholinguistic and computational experiments we compare the ability of humans and several pre-trained masked language models to correctly identify control dependencies in Spanish sentences such as Jos le prometi/orden a Mara ser ordenado/a' (Joseph promised/ordered Mary to be tidy'). These structures underlie complex anaphoric and agreement relations at the interface of syntax and semantics, allowing us to study lexically-guided antecedent retrieval processes. Our results show that while humans correctly identify the (un)acceptability of the strings, language models often fail to identify the correct antecedent in non-adjacent dependencies, showing their reliance on linearity. Additional experiments on Galician reinforce these conclusions. Our findings are equally valuable for the evaluation of language models' ability to capture linguistic generalizations, as well as for psycholinguistic theories of anaphor resolution.

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Dependency resolution at the syntax-semantics interface: psycholinguistic and computational insights on control dependencies

Recent work has demonstrated the positive impact of incorporating linguistic representations as additional context and scaffolds on the in-domain performance of several NLP tasks. We extend this work by exploring the impact of linguistic representations on cross-domain performance in a few-shot transfer setting. An important question is whether linguistic representations enhance generalizability by providing features that function as cross-domain pivots. We focus on the task of relation extraction on three datasets of procedural text in two domains, cooking and materials science. Our approach augments a popular transformer-based architecture by alternately incorporating syntactic and semantic graphs constructed by freely available off-the-shelf tools. We examine their utility for enhancing generalization, and investigate whether earlier findings, e.g. that semantic representations can be more helpful than syntactic ones, extend to relation extraction in multiple domains. We find that while the inclusion of these graphs results in significantly higher performance in few-shot transfer, both types of graph exhibit roughly equivalent utility.

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Linguistic representations for fewer-shot relation extraction across domains

Rationalization is to employ a generator and a predictor to construct a self-explaining NLP model in which the generator selects a subset of human-intelligible pieces of the input text to the following predictor. However, rationalization suffers from two key challenges, i.e., spurious correlation and degeneration, where the predictor overfits the spurious or meaningless pieces solely selected by the not-yet well-trained generator and in turn deteriorates the generator. Although many studies have been proposed to address the two challenges, they are usually designed separately and do not take both of them into account. In this paper, we propose a simple yet effective method named MGR to simultaneously solve the two problems. The key idea of MGR is to employ multiple generators such that the occurrence stability of real pieces is improved and more meaningful pieces are delivered to the predictor. Empirically, we show that MGR improves the F1 score by up to 20.9% as compared to state-of-the-art methods.

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MGR: Multi-generator Based Rationalization

The ability to convey relevant and faithful information is critical for many tasks in conditional generation and yet remains elusive for neural seq-to-seq models whose outputs often reveal hallucinations and fail to correctly cover important details. In this work, we advocate planning as a useful intermediate representation for rendering conditional generation less opaque and more grounded.  We propose a new conceptualization of text plans as a sequence of question-answer (QA) pairs and enhance existing datasets (e.g., for summarization) with a QA blueprint operating as a proxy for content selection (i.e., what to say) and planning (i.e., in what order). We obtain blueprints automatically by exploiting state-of-the-art question generation technology and convert input-output pairs into input-blueprint-output tuples. We develop Transformer-based models, each varying in how they incorporate the blueprint in the generated output (e.g., as a global plan or iteratively). Evaluation across metrics and datasets demonstrates that blueprint models are more factual than alternatives which do not resort to planning and allow tighter control of the generation output.

Conditional Generation with a Question-Answering Blueprint

Recently, the recognition of flat, nested, and discontinuous entities by a unified generative model framework has received increasing attention both in the research field and industry. However, the current generative NER methods force the entities to be generated in a predefined order, suffering from error propagation and inefficient decoding. In this work, we propose a unified non-autoregressive generation (NAG) framework for general NER tasks, referred to as NAG-NER. First, we propose to generate entities as a set instead of a sequence, avoiding error propagation. Second, we propose incorporating NAG in NER tasks for efficient decoding by treating each entity as a target sequence. Third, to enhance the generation performances of the NAG decoder, we employ the NAG encoder to detect potential entity mentions. Extensive experiments show that our NAG-NER model outperforms the state-of-the-art generative NER models on three benchmark NER datasets of different types and two of our proprietary NER tasks.\footnote{Code will be publicly available to the research community upon acceptance.}

NAG-NER: a Unified Non-Autoregressive Generation Framework for Various NER Tasks

Misspelled search queries in e-commerce can lead to empty or irrelevant products. Besides inadvertent typing mistakes, most spell mistakes occur because the user does not know the correct spelling, hence typing it as it is pronounced colloquially. This colloquial typing creates countless misspelling patterns for a single correct query. In this paper, we first systematically analyze and group different spell errors into error classes and then leverage the state-of-the-art Transformer model for contextual spell correction. We overcome the constraint of limited human labelled data by proposing novel synthetic data generation techniques for voluminous generation of training pairs needed by data hungry Transformers, without any human intervention. We further utilize weakly supervised data coupled with curriculum learning strategies to improve on tough spell mistakes without regressing on the easier ones. We show significant improvements from our model on human labeled data and online A/B experiments against multiple state-of-art models.

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Efficient Shapley Values Estimation by Amortization for Text Classification

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Efficient Shapley Values Estimation by Amortization for Text Classification

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Next Generation NLP and AI Methods in the Navy Contact Center

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