In this paper, we present a method for correcting automatic speech recognition (ASR) errors using a finite state transducer (FST) intent recognition framework. Intent recognition is a powerful technique for dialog flow management in turn-oriented, human-machine dialogs. This technique can also be very useful in the context of human-human dialogs, though it serves a different purpose of key insight extraction from conversations. We argue that currently available intent recognition techniques are not applicable to human-human dialogs due to the complex structure of turn-taking and various disfluencies encountered in spontaneous conversations, exacerbated by speech recognition errors and scarcity of domain-specific labeled data. Without efficient key insight extraction techniques, raw human-human dialog transcripts remain significantly unexploited.
Our contribution consists of a novel FST for intent indexing and an algorithm for fuzzy intent search over the lattice - a compact graph encoding of ASR's hypotheses. We also develop a pruning strategy to constrain the fuzziness of the FST index search. Extracted intents represent linguistic domain knowledge and help us improve (rescore) the original transcript. We compare our method with a baseline, which uses only the most likely transcript hypothesis (best path), and find an increase in the total number of recognized intents by 25%.
Avaya（Avaya公司）；Wrocław University of Science and Technology（弗罗茨瓦夫理工大学）；Poznan University of Technology（波兹南理工大学）；AGH University of Science and Technology（AGH科技大学）
Avaya Conversational Intelligence(ACI) is an end-to-end, cloud-based solution for real-time Spoken Language Understanding for call centers. It combines large vocabulary, real-time speech recognition, transcript refinement, and entity and intent recognition in order to convert live audio into a rich, actionable stream of structured events. These events can be further leveraged with a business rules engine, thus serving as a foundation for real-time supervision and assistance applications. After the ingestion, calls are enriched with unsupervised keyword extraction, abstractive summarization, an…
Conventional conversation assistants extract text transcripts from the speech signal using automatic speech recognition (ASR) and then predict intent from the transcriptions. Using end-to-end spoken language understanding (SLU), the intents of the speaker are predicted directly from the speech signal without requiring intermediate text transcripts. As a result, the model can optimize directly for intent classification and avoid cascading errors from ASR. The end-to-end SLU system also helps in reducing the latency of the intent prediction model. Although many datasets are available publicly fo…
Current state-of-the-art large-scale conversational AI or intelligent digital assistant systems in industry comprises a set of components such as Automatic Speech Recognition (ASR) and Natural Language Understanding (NLU). For some of these systems that leverage a shared NLU ontology (e.g., a centralized intent/slot schema), there exists a separate skill routing component to correctly route a request to an appropriate skill, which is either a first-party or third-party application that actually executes on a user request. The skill routing component is needed as there are thousands of skills t…
When a human communicates with a machine using natural language on the web and online, how can it understand the human's intention and semantic context of their talk? This is an important AI task as it enables the machine to construct a sensible answer or perform a useful action for the human. Meaning is represented at the sentence level, identification of which is known as intent detection, and at the word level, a labelling task called slot filling. This dual-level joint task requires innovative thinking about natural language and deep learning network design, and as a result, many approache…
Enhancing Target-Guided Proactive Dialogue Systems via Conversational Scenario Modeling and Intent-Keyword Bridging
School of Computer Science and Technology, Soochow University, China（苏州大学计算机科学与技术学院）；Jiangsu Key Lab of Language Computing, Suzhou（江苏省语言计算重点实验室）；School of Computer and Information Engineering, Henan Normal University, China（河南师范大学计算机与信息工程学院）
Ecole Polytechnique Fédérale de Lausanne (EPFL)（洛桑联邦理工学院）；Swisscom AG（瑞士电信股份公司）
We propose a new method to detect when users express the intent to leave a service, also known as churn. While previous work focuses solely on social media, we show that this intent can be detected in chatbot conversations. As companies increasingly rely on chatbots they need an overview of potentially churny users. To this end, we crowdsource and publish a dataset of churn intent expressions in chatbot interactions in German and English. We show that classifiers trained on social media data can detect the same intent in the context of chatbots. We introduce a classification architecture that …
School of Computer and Communication Sciences（计算机与通信科学学院）；École polytechnique fédérale de Lausanne（洛桑联邦理工学院）
Open-domain conversational agents or chatbots are becoming increasingly popular in the natural language processing community. One of the challenges is enabling them to converse in an empathetic manner. Current neural response generation methods rely solely on end-to-end learning from large scale conversation data to generate dialogues. This approach can produce socially unacceptable responses due to the lack of large-scale quality data used to train the neural models. However, recent work has shown the promise of combining dialogue act/intent modelling and neural response generation. This hybr…
Intent detection is a key part of any Natural Language Understanding (NLU) system of a conversational assistant. Detecting the correct intent is essential yet difficult for email conversations where multiple directives and intents are present. In such settings, conversation context can become a key disambiguating factor for detecting the user's request from the assistant. One prominent way of incorporating context is modeling past conversation history like task-oriented dialogue models. However, the nature of email conversations (long form) restricts direct usage of the latest advances in task…
Chongqing University（重庆大学）；iFLYTEK Research（讯飞研究院）；University of Science and Technology of China（中国科学技术大学）；State Key Laboratory of Cognitive Intelligence（认知智能国家重点实验室）
Intent recognition is critical for task-oriented dialogue systems. However, for emerging domains and new services, it is difficult to accurately identify the key intent of a conversation due to time-consuming data annotation and comparatively poor model transferability. Therefore, the automatic induction of dialogue intention is very important for intelligent dialogue systems. This paper presents our solution to Track 2 of Intent Induction from Conversations for Task-Oriented Dialogue at the Eleventh Dialogue System Technology Challenge (DSTC11). The essence of intention clustering lies in dis…
Building multimodal dialogue understanding capabilities situated in the in-cabin context is crucial to enhance passenger comfort in autonomous vehicle (AV) interaction systems. To this end, understanding passenger intents from spoken interactions and vehicle vision systems is a crucial component for developing contextual and visually grounded conversational agents for AV. Towards this goal, we explore AMIE (Automated-vehicle Multimodal In-cabin Experience), the in-cabin agent responsible for handling multimodal passenger-vehicle interactions. In this work, we discuss the benefits of a multimod…
Understanding passenger intents and extracting relevant slots are important building blocks towards developing a contextual dialogue system responsible for handling certain vehicle-passenger interactions in autonomous vehicles (AV). When the passengers give instructions to AMIE (Automated-vehicle Multimodal In-cabin Experience), the agent should parse such commands properly and trigger the appropriate functionality of the AV system. In our AMIE scenarios, we describe usages and support various natural commands for interacting with the vehicle. We collected a multimodal in-cabin data-set with m…
University of Massachusetts Amherst（马萨诸塞大学阿默斯特分校）；Alibaba Group（阿里巴巴集团）；Ant Financial Services Group（蚂蚁金融服务集团）；Institute of Computing Technology, Chinese Academy of Sciences（中国科学院计算技术研究所）；Rutgers University（罗格斯大学）
Personal assistant systems, such as Apple Siri, Google Assistant, Amazon Alexa, and Microsoft Cortana, are becoming ever more widely used. Understanding user intent such as clarification questions, potential answers and user feedback in information-seeking conversations is critical for retrieving good responses. In this paper, we analyze user intent patterns in information-seeking conversations and propose an intent-aware neural response ranking model "IART", which refers to "Intent-Aware Ranking with Transformers". IART is built on top of the integration of user intent modeling and language r…
University of Massachusetts Amherst（马萨诸塞大学阿默斯特分校）；Rutgers University（罗格斯大学）；RMIT University（皇家墨尔本理工大学）；Alibaba Group（阿里巴巴集团）
Conversational assistants are being progressively adopted by the general population. However, they are not capable of handling complicated information-seeking tasks that involve multiple turns of information exchange. Due to the limited communication bandwidth in conversational search, it is important for conversational assistants to accurately detect and predict user intent in information-seeking conversations. In this paper, we investigate two aspects of user intent prediction in an information-seeking setting. First, we extract features based on the content, structural, and sentiment charac…
Conversational systems are of primary interest in the AI community. Chatbots are increasingly being deployed to provide round-the-clock support and to increase customer engagement. Many of the commercial bot building frameworks follow a standard approach that requires one to build and train an intent model to recognize a user input. Intent models are trained in a supervised setting with a collection of textual utterance and intent label pairs. Gathering a substantial and wide coverage of training data for different intent is a bottleneck in the bot building process. Moreover, the cost of label…
University of Massachusetts Amherst（马萨诸塞大学阿默斯特分校）；RMIT University（皇家墨尔本理工大学）；Rutgers University（罗格斯大学）；Alibaba Group（阿里巴巴集团）
Understanding and characterizing how people interact in information-seeking conversations is crucial in developing conversational search systems. In this paper, we introduce a new dataset designed for this purpose and use it to analyze information-seeking conversations by user intent distribution, co-occurrence, and flow patterns. The MSDialog dataset is a labeled dialog dataset of question answering (QA) interactions between information seekers and providers from an online forum on Microsoft products. The dataset contains more than 2,000 multi-turn QA dialogs with 10,000 utterances that are a…
There are several dialog frameworks which allow manual specification of intents and rule based dialog flow. The rule based framework provides good control to dialog designers at the expense of being more time consuming and laborious. The job of a dialog designer can be reduced if we could identify pairs of user intents and corresponding responses automatically from prior conversations between users and agents. In this paper we propose an approach to find these frequent user utterances (which serve as examples for intents) and corresponding agent responses. We propose a novel SimCluster algorit…
Intent Mismatch Causes LLMs to Get Lost in Multi-Turn Conversation
College of Computing, City University of Hong Kong（香港城市大学计算机学院）；Centre for Artificial Intelligence and Robotics, HKISI, CAS（中国科学院香港中文大学人工智能与机器人中心）；School of Artificial Intelligence, Jilin University（吉林大学人工智能学院）
Emotion and Intent Joint Understanding in Multimodal Conversation: A Benchmarking Dataset
Inner Mongolia University（内蒙古大学）；Chinese Academy of Sciences（中国科学院）；South China University of Technology（华南理工大学）；Technical University of Munich（慕尼黑工业大学）；The Chinese University of Hong Kong, Shenzhen（香港中文大学（深圳））
Any organization needs to improve their products, services, and processes. In this context, engaging with customers and understanding their journey is essential. Organizations have leveraged various techniques and technologies to support customer engagement, from call centres to chatbots and virtual agents. Recently, these systems have used Machine Learning (ML) and Natural Language Processing (NLP) to analyze large volumes of customer feedback and engagement data. The goal is to understand customers in context and provide meaningful answers across various channels. Despite multiple advances i…
We introduce the dialog intent induction task and present a novel deep multi-view clustering approach to tackle the problem. Dialog intent induction aims at discovering user intents from user query utterances in human-human conversations such as dialogs between customer support agents and customers. Motivated by the intuition that a dialog intent is not only expressed in the user query utterance but also captured in the rest of the dialog, we split a conversation into two independent views and exploit multi-view clustering techniques for inducing the dialog intent. In particular, we propose al…
Shenzhen International Graduate School, Tsinghua University（清华大学深圳国际研究生院）
In empathetic conversations, humans express their empathy to others with empathetic intents. However, most existing empathetic conversational methods suffer from a lack of empathetic intents, which leads to monotonous empathy. To address the bias of the empathetic intents distribution between empathetic dialogue models and humans, we propose a novel model to generate empathetic responses with human-consistent empathetic intents, EmpHi for short. Precisely, EmpHi learns the distribution of potential empathetic intents with a discrete latent variable, then combines both implicit and explicit int…
ConsistentChat: Building Skeleton-Guided Consistent Multi-Turn Dialogues for Large Language Models from Scratch
Chinese Information Processing Laboratory, Institute of Software, Chinese Academy of Sciences, Beijing, China（中国科学院软件研究所中文信息处理实验室）；University of Chinese Academy of Sciences, Beijing, China（中国科学院大学）
Massachusetts Institute of Technology（麻省理工学院）；MIT Media Lab（麻省理工学院媒体实验室）
As artificial intelligence (AI) becomes a prominent part of modern life, AI literacy is becoming important for all citizens, not just those in technology careers. Previous research in AI education materials has largely focused on the introduction of terminology as well as AI use cases and ethics, but few allow students to learn by creating their own machine learning models. Therefore, there is a need for enriching AI educational tools with more adaptable and flexible platforms for interested educators with any level of technical experience to utilize within their teaching material. As such, we…
Intent classifiers are vital to the successful operation of virtual agent systems. This is especially so in voice activated systems where the data can be noisy with many ambiguous directions for user intents. Before operation begins, these classifiers are generally lacking in real-world training data. Active learning is a common approach used to help label large amounts of collected user input. However, this approach requires many hours of manual labeling work. We present the Nearest Neighbors Scores Improvement (NNSI) algorithm for automatic data selection and labeling. The NNSI reduces the n…
Heriot-Watt University（赫瑞-瓦特大学）；The University of New South Wales（新南威尔士大学）；Emotech North LTD（北英莫科技有限公司）
We have recently seen the emergence of several publicly available Natural Language Understanding (NLU) toolkits, which map user utterances to structured, but more abstract, Dialogue Act (DA) or Intent specifications, while making this process accessible to the lay developer. In this paper, we present the first wide coverage evaluation and comparison of some of the most popular NLU services, on a large, multi-domain (21 domains) dataset of 25K user utterances that we have collected and annotated with Intent and Entity Type specifications and which will be released as part of this submission. Th…
TAF-MED: Multi-Turn Safety Refusal Collapse in LLMs Under Declared Self-Treatment Intent
Independent Researcher（独立研究者）；School of Computation, Information and Technology, Technical University of Munich（慕尼黑工业大学计算、信息与技术学院）；Institute of General Practice, Faculty of Medicine and Medical Center, University of Freiburg（弗莱堡大学医学中心医学院普通实践研究所）
CIIRC, CTU Prague（捷克技术大学布拉格信息与机器人中心）；Faculty of Electrical Engineering, CTU Prague（捷克技术大学电气工程学院）
The intent recognition is an essential algorithm of any conversational AI application. It is responsible for the classification of an input message into meaningful classes. In many bot development platforms, we can configure the NLU pipeline. Several intent recognition services are currently available as an API, or we choose from many open-source alternatives. However, there is no comparison of intent recognition services and open-source algorithms. Many factors make the selection of the right approach to the intent recognition challenging in practice. In this paper, we suggest criteria to cho…
Task-oriented dialog systems have been applied in various tasks, such as automated personal assistants, customer service providers and tutors. These systems work well when users have clear and explicit intentions that are well-aligned to the systems' capabilities. However, they fail if users intentions are not explicit. To address this shortcoming, we propose a framework to interleave non-task content (i.e. everyday social conversation) into task conversations. When the task content fails, the system can still keep the user engaged with the non-task content. We trained a policy using reinforce…
Customer service chatbots are conversational systems designed to provide information to customers about products/services offered by different companies. Particularly, intent recognition is one of the core components in the natural language understating capabilities of a chatbot system. Among the different intents that a chatbot is trained to recognize, there is a set of them that is universal to any customer service chatbot. Universal intents may include salutation, switch the conversation to a human agent, farewells, among others. A system to recognize those universal intents will be very he…
Most often, chat-bots are built to solve the purpose of a search engine or a human assistant: Their primary goal is to provide information to the user or help them complete a task. However, these chat-bots are incapable of responding to unscripted queries like "Hi, what's up", "What's your favourite food". Human evaluation judgments show that 4 humans come to a consensus on the intent of a given query which is from chat domain only 77% of the time, thus making it evident how non-trivial this task is. In our work, we show why it is difficult to break the chitchat space into clearly defined inte…
