An automated metric to evaluate dialogue quality is vital for optimizing data driven dialogue management. The common approach of relying on explicit user feedback during a conversation is intrusive and sparse. Current models to estimate user satisfaction use limited feature sets and rely on annotation schemes with low inter-rater reliability, limiting generalizability to conversations spanning multiple domains. To address these gaps, we created a new Response Quality annotation scheme, based on which we developed turn-level User Satisfaction metric. We introduced five new domain-independent feature sets and experimented with six machine learning models to estimate the new satisfaction metric.
Using Response Quality annotation scheme, across randomly sampled single and multi-turn conversations from 26 domains, we achieved high inter-annotator agreement (Spearman's rho 0.94). The Response Quality labels were highly correlated (0.76) with explicit turn-level user ratings. Gradient boosting regression achieved best correlation of ~0.79 between predicted and annotated user satisfaction labels. Multi Layer Perceptron and Gradient Boosting regression models generalized to an unseen domain better (linear correlation 0.67) than other models. Finally, our ablation study verified that our novel features significantly improved model performance.
Dialogue level quality estimation is vital for optimizing data driven dialogue management. Current automated methods to estimate turn and dialogue level user satisfaction employ hand-crafted features and rely on complex annotation schemes, which reduce the generalizability of the trained models. We propose a novel user satisfaction estimation approach which minimizes an adaptive multi-task loss function in order to jointly predict turn-level Response Quality labels provided by experts and explicit dialogue-level ratings provided by end users. The proposed BiLSTM based deep neural net model aut…
An automated metric to evaluate dialogue quality is vital for optimizing data driven dialogue management. The common approach of relying on explicit user feedback during a conversation is intrusive and sparse. Current models to estimate user satisfaction use limited feature sets and employ annotation schemes with limited generalizability to conversations spanning multiple domains. To address these gaps, we created a new Response Quality annotation scheme, introduced five new domain-independent feature sets and experimented with six machine learning models to estimate User Satisfaction at both …
Reward-Driven Interaction: Enhancing Proactive Dialogue Agents through User Satisfaction Prediction
Baidu Inc.（百度公司）；Tsinghua University（清华大学）；Macquarie University（麦考瑞大学）；Nanjing University of Information Science and Technology（南京信息工程大学）；Nanjing University（南京大学）
Recently, spoken dialogue systems have been widely deployed in a variety of applications, serving a huge number of end-users. A common issue is that the errors resulting from noisy utterances, semantic misunderstandings, or lack of knowledge make it hard for a real system to respond properly, possibly leading to an unsatisfactory user experience. To avoid such a case, we consider a proactive interaction mechanism where the system predicts the user satisfaction with the candidate response before giving it to the user. If the user is not likely to be satisfied according to the prediction, the sy…
School of Computer Science, McGill University（麦吉尔大学计算机科学学院）
This paper introduces the Ubuntu Dialogue Corpus, a dataset containing almost 1 million multi-turn dialogues, with a total of over 7 million utterances and 100 million words. This provides a unique resource for research into building dialogue managers based on neural language models that can make use of large amounts of unlabeled data. The dataset has both the multi-turn property of conversations in the Dialog State Tracking Challenge datasets, and the unstructured nature of interactions from microblog services such as Twitter. We also describe two neural learning architectures suitable for an…
Stanford University（斯坦福大学）；Facebook AI Research（Facebook人工智能研究院）
The majority of conversations a dialogue agent sees over its lifetime occur after it has already been trained and deployed, leaving a vast store of potential training signal untapped. In this work, we propose the self-feeding chatbot, a dialogue agent with the ability to extract new training examples from the conversations it participates in. As our agent engages in conversation, it also estimates user satisfaction in its responses. When the conversation appears to be going well, the user's responses become new training examples to imitate. When the agent believes it has made a mistake, it ask…
We propose an adversarial learning approach for generating multi-turn dialogue responses. Our proposed framework, hredGAN, is based on conditional generative adversarial networks (GANs). The GAN's generator is a modified hierarchical recurrent encoder-decoder network (HRED) and the discriminator is a word-level bidirectional RNN that shares context and word embeddings with the generator. During inference, noise samples conditioned on the dialogue history are used to perturb the generator's latent space to generate several possible responses. The final response is the one ranked best by the dis…
Singapore Management University（新加坡管理大学）；A*STAR, Institute for Infocomm Research（新加坡科技研究局资讯通信研究院）；Salesforce Research Asia（赛富时亚洲研究院）
Compared to traditional visual question answering, video-grounded dialogues require additional reasoning over dialogue context to answer questions in a multi-turn setting. Previous approaches to video-grounded dialogues mostly use dialogue context as a simple text input without modelling the inherent information flows at the turn level. In this paper, we propose a novel framework of Reasoning Paths in Dialogue Context (PDC). PDC model discovers information flows among dialogue turns through a semantic graph constructed based on lexical components in each question and answer. PDC model then lea…
Singapore Management University（新加坡管理大学）；Institute for Infocomm Research, A*STAR（新加坡科技研究局资讯通信研究院）；Facebook（脸书）
A video-grounded dialogue system is required to understand both dialogue, which contains semantic dependencies from turn to turn, and video, which contains visual cues of spatial and temporal scene variations. Building such dialogue systems is a challenging problem, involving various reasoning types on both visual and language inputs. Existing benchmarks do not have enough annotations to thoroughly analyze dialogue systems and understand their capabilities and limitations in isolation. These benchmarks are also not explicitly designed to minimise biases that models can exploit without actual r…
University of Bonn（波恩大学）；Fraunhofer IAIS（弗劳恩霍夫智能分析与信息系统研究所）；Ruhr University Bochum（波鸿鲁尔大学）
Building systems that can communicate with humans is a core problem in Artificial Intelligence. This work proposes a novel neural network architecture for response selection in an end-to-end multi-turn conversational dialogue setting. The architecture applies context level attention and incorporates additional external knowledge provided by descriptions of domain-specific words. It uses a bi-directional Gated Recurrent Unit (GRU) for encoding context and responses and learns to attend over the context words given the latent response representation and vice versa.In addition, it incorporates ex…
Context-Driven Incremental Compression for Multi-Turn Dialogue Generation
The Hong Kong University of Science and Technology（香港科技大学）；NVIDIA AI Technology Center（NVIDIA AI技术中心）；Shanghai Jiao Tong University（上海交通大学）；The Chinese University of Hong Kong（香港中文大学）
Most prior work on task-oriented dialogue systems is restricted to supporting domain APIs. However, users may have requests that are out of the scope of these APIs. This work focuses on identifying such user requests. Existing methods for this task mainly rely on fine-tuning pre-trained models on large annotated data. We propose a novel method, REDE, based on adaptive representation learning and density estimation. REDE can be applied to zero-shot cases, and quickly learns a high-performing detector with only a few shots by updating less than 3K parameters. We demonstrate REDE's competitive pe…
A multi-turn dialogue is composed of multiple utterances from two or more different speaker roles. Thus utterance- and speaker-aware clues are supposed to be well captured in models. However, in the existing retrieval-based multi-turn dialogue modeling, the pre-trained language models (PrLMs) as encoder represent the dialogues coarsely by taking the pairwise dialogue history and candidate response as a whole, the hierarchical information on either utterance interrelation or speaker roles coupled in such representations is not well addressed. In this work, we propose a novel model to fill such …
Context modeling plays a significant role in building multi-turn dialogue systems. In order to make full use of context information, systems can use Incomplete Utterance Rewriting(IUR) methods to simplify the multi-turn dialogue into single-turn by merging current utterance and context information into a self-contained utterance. However, previous approaches ignore the intent consistency between the original query and rewritten query. The detection of omitted or coreferred locations in the original query can be further improved. In this paper, we introduce contrastive learning and multi-task l…
New York University（纽约大学）；Facebook AI Research（脸书人工智能研究院）
In neural dialogue modeling, a neural network is trained to predict the next utterance, and at inference time, an approximate decoding algorithm is used to generate next utterances given previous ones. While this autoregressive framework allows us to model the whole conversation during training, inference is highly suboptimal, as a wrong utterance can affect future utterances. While beam search yields better results than greedy search does, we argue that it is still greedy in the context of the entire conversation, in that it does not consider future utterances. We propose a novel approach for…
Capital One - Conversation Research（第一资本 - 对话研究）；Capital One - Center for Machine Learning（第一资本 - 机器学习中心）
Task oriented dialogue (TOD) requires the complex interleaving of a number of individually controllable components with strong guarantees for explainability and verifiability. This has made it difficult to adopt the multi-turn multi-domain dialogue generation capabilities of streamlined end-to-end open-domain dialogue systems. In this paper, we present a new framework, DLGNet-Task, a unified task-oriented dialogue system which employs autoregressive transformer networks such as DLGNet and GPT-2/3 to complete user tasks in multi-turn multi-domain conversations. Our framework enjoys the controll…
Responding with multi-modal content has been recognized as an essential capability for an intelligent conversational agent. In this paper, we introduce the MMDialog dataset to better facilitate multi-modal conversation. MMDialog is composed of a curated set of 1.08 million real-world dialogues with 1.53 million unique images across 4,184 topics. MMDialog has two main and unique advantages. First, it is the largest multi-modal conversation dataset by the number of dialogues by 88x. Second, it contains massive topics to generalize the open-domain. To build engaging dialogue system with this data…
ICT, CAS（中国科学院计算技术研究所）；CAS Key Lab of Network Data Science and Technology, Institute of Computing Technology, CAS（中国科学院计算技术研究所网络数据科学与技术重点实验室）；University of Chinese Academy of Sciences（中国科学院大学）
Topic drift is a common phenomenon in multi-turn dialogue. Therefore, an ideal dialogue generation models should be able to capture the topic information of each context, detect the relevant context, and produce appropriate responses accordingly. However, existing models usually use word or sentence level similarities to detect the relevant contexts, which fail to well capture the topical level relevance. In this paper, we propose a new model, named STAR-BTM, to tackle this problem. Firstly, the Biterm Topic Model is pre-trained on the whole training dataset. Then, the topic level attention we…
Predicting user satisfaction in conversational systems has become critical, as spoken conversational assistants operate in increasingly complex domains. Online satisfaction prediction (i.e., predicting satisfaction of the user with the system after each turn) could be used as a new proxy for implicit user feedback, and offers promising opportunities to create more responsive and effective conversational agents, which adapt to the user's engagement with the agent. To accomplish this goal, we propose a conversational satisfaction prediction model specifically designed for open-domain spoken conv…
