An Evaluation Dataset for Intent Classification and Out-of-Scope Prediction
Clinc, Inc.（Clinc公司）
Stefan Larson, Anish Mahendran, Joseph J. Peper, Christopher Clarke, Andrew Lee, Parker Hill, Jonathan K. Kummerfeld, Kevin Leach, Michael A. Laurenzano, Lingjia Tang, Jason Mars
Task-oriented dialog systems need to know when a query falls outside their range of supported intents, but current text classification corpora only define label sets that cover every example. We introduce a new dataset that includes queries that are out-of-scope---i.e., queries that do not fall into any of the system's supported intents. This poses a new challenge because models cannot assume that every query at inference time belongs to a system-supported intent class. Our dataset also covers 150 intent classes over 10 domains, capturing the breadth that a production task-oriented agent must handle. We evaluate a range of benchmark classifiers on our dataset along with several different out-of-scope identification schemes. We find that while the classifiers perform well on in-scope intent classification, they struggle to identify out-of-scope queries. Our dataset and evaluation fill an important gap in the field, offering a way of more rigorously and realistically benchmarking text classification in task-driven dialog systems.
Salesforce Research（Salesforce研究院）；Google Research（谷歌研究院）；Huazhong University of Science and Technology（华中科技大学）；University of Illinois at Chicago（伊利诺伊大学芝加哥分校）
Pre-trained Transformer-based models were reported to be robust in intent classification. In this work, we first point out the importance of in-domain out-of-scope detection in few-shot intent recognition tasks and then illustrate the vulnerability of pre-trained Transformer-based models against samples that are in-domain but out-of-scope (ID-OOS). We construct two new datasets, and empirically show that pre-trained models do not perform well on both ID-OOS examples and general out-of-scope examples, especially on fine-grained few-shot intent detection tasks. To figure out how the models mista…
Intent classification is a major task in spoken language understanding (SLU). Since most models are built with pre-collected in-domain (IND) training utterances, their ability to detect unsupported out-of-domain (OOD) utterances has a critical effect in practical use. Recent works have shown that using extra data and labels can improve the OOD detection performance, yet it could be costly to collect such data. This paper proposes to train a model with only IND data while supporting both IND intent classification and OOD detection. Our method designs a novel domain-regularized module (DRM) to r…
SCOPE: Structured Decomposition and Conditional Skill Orchestration for Complex Image Generation
MoE Key Laboratory of Brain-inspired Intelligent Perception and Cognition, University of Science and Technology of China（脑启发智能感知与认知 MOE 实验室，中国科学技术大学）；The Hong Kong Polytechnic University（香港理工大学）；Nanyang Technological University（南洋理工大学）
Dialog systems must be capable of incorporating new skills via updates over time in order to reflect new use cases or deployment scenarios. Similarly, developers of such ML-driven systems need to be able to add new training data to an already-existing dataset to support these new skills. In intent classification systems, problems can arise if training data for a new skill's intent overlaps semantically with an already-existing intent. We call such cases collisions. This paper introduces the task of intent collision detection between multiple datasets for the purposes of growing a system's skil…
Indian Institute of Technology Kharagpur（印度理工学院卡拉格普尔分校）
A law practitioner has to go through a lot of long legal case proceedings. To understand the motivation behind the actions of different parties/individuals in a legal case, it is essential that the parts of the document that express an intent corresponding to the case be clearly understood. In this paper, we introduce a dataset of 93 legal documents, belonging to the case categories of either Murder, Land Dispute, Robbery, or Corruption, where phrases expressing intent same as the category of the document are annotated. Also, we annotate fine-grained intents for each such phrase to enable a de…
Improved Out-of-Scope Intent Classification with Dual Encoding and Threshold-based Re-Classification
Technological University Dublin（都柏林理工大学）；Ireland’s Centre for Applied AI (CeADAR)（爱尔兰应用人工智能中心（CeADAR））；S Group（3S集团）；Huawei Research Centre（华为研究中心）；Amazon Alexa AI（亚马逊Alexa人工智能部门）
Emory University（埃默里大学）；Beihang University（北京航空航天大学）；Ohio State University（俄亥俄州立大学）；Yale University（耶鲁大学）；University of Waterloo（滑铁卢大学）；Penn State University（宾夕法尼亚州立大学）
Neural models have achieved significant results on the text-to-SQL task, in which most current work assumes all the input questions are legal and generates a SQL query for any input. However, in the real scenario, users can input any text that may not be able to be answered by a SQL query. In this work, we propose TriageSQL, the first cross-domain text-to-SQL question intention classification benchmark that requires models to distinguish four types of unanswerable questions from answerable questions. The baseline RoBERTa model achieves a 60% F1 score on the test set, demonstrating the need for…
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…
Developers use search for various tasks such as finding code, documentation, debugging information, etc. In particular, web search is heavily used by developers for finding code examples and snippets during the coding process. Recently, natural language based code search has been an active area of research. However, the lack of real-world large-scale datasets is a significant bottleneck. In this work, we propose a weak supervision based approach for detecting code search intent in search queries for C# and Java programming languages. We evaluate the approach against several baselines on a real…
In multimodal assistant, where vision is also one of the input modalities, the identification of user intent becomes a challenging task as visual input can influence the outcome. Current digital assistants take spoken input and try to determine the user intent from conversational or device context. So, a dataset, which includes visual input (i.e. images or videos for the corresponding questions targeted for multimodal assistant use cases, is not readily available. The research in visual question answering (VQA) and visual question generation (VQG) is a great step forward. However, they do not …
SpeechX Limited（SpeechX有限公司）；The Chinese University of Hong Kong（香港中文大学）
User queries for a real-world dialog system may sometimes fall outside the scope of the system's capabilities, but appropriate system responses will enable smooth processing throughout the human-computer interaction. This paper is concerned with the user's intent, and focuses on out-of-scope intent classification in dialog systems. Although user intents are highly correlated with the application domain, few studies have exploited such correlations for intent classification. Rather than developing a two-stage approach that first classifies the domain and then the intent, we propose a hierarchic…
National Institute of Advanced Industrial Science and Technology（产业技术综合研究所）
Convolutional Neural Networks have achieved impressive results in various tasks, but interpreting the internal mechanism is a challenging problem. To tackle this problem, we exploit a multi-channel attention mechanism in feature space. Our network architecture allows us to obtain an attention mask for each feature while existing CNN visualization methods provide only a common attention mask for all features. We apply the proposed multi-channel attention mechanism to multi-attribute recognition task. We can obtain different attention mask for each feature and for each attribute. Those analyses …
Shanghai Jiao Tong University（上海交通大学）；Nanyang Technological University（南洋理工大学）；BNU-UIC Institute of Artificial Intelligence and Future Networks（北师港浸大人工智能与未来网络研究院）；Beijing Normal University (Zhuhai)（北京师范大学（珠海））；BNU-HKBU United International College（北京师范大学-香港浸会大学联合国际学院）
Multi-Intent Spoken Language Understanding (SLU), a novel and more complex scenario of SLU, is attracting increasing attention. Unlike traditional SLU, each intent in this scenario has its specific scope. Semantic information outside the scope even hinders the prediction, which tremendously increases the difficulty of intent detection. More seriously, guiding slot filling with these inaccurate intent labels suffers error propagation problems, resulting in unsatisfied overall performance. To solve these challenges, in this paper, we propose a novel Scope-Sensitive Result Attention Network (SSRA…
The Hong Kong Polytechnic University（香港理工大学）；Fano Labs（Fano实验室）
Out-of-scope intent detection is of practical importance in task-oriented dialogue systems. Since the distribution of outlier utterances is arbitrary and unknown in the training stage, existing methods commonly rely on strong assumptions on data distribution such as mixture of Gaussians to make inference, resulting in either complex multi-step training procedures or hand-crafted rules such as confidence threshold selection for outlier detection. In this paper, we propose a simple yet effective method to train an out-of-scope intent classifier in a fully end-to-end manner by simulating the test…
DROID: Dual Representation for Out-of-Scope Intent Detection
School of Business, Maynooth University（梅诺特大学商学院）；Technological University Dublin（都柏林技术大学）；Huawei Research Centre（华为研究中心）；Amazon Alexa AI（亚马逊Alexa人工智能）
Intent Classification for Bank Chatbots through LLM Fine-Tuning
Slovak National Supercomputing Centre（斯洛伐克国家超级计算中心）；nettle, s.r.o.（nettle有限责任公司）；Institute of Information Engineering, Automation, and Mathematics, Slovak University of Technology in Bratislava（布拉迪斯拉发斯洛伐克理工大学信息工程、自动化与数学研究所）
We present LINGUIST, a method for generating annotated data for Intent Classification and Slot Tagging (IC+ST), via fine-tuning AlexaTM 5B, a 5-billion-parameter multilingual sequence-to-sequence (seq2seq) model, on a flexible instruction prompt. In a 10-shot novel intent setting for the SNIPS dataset, LINGUIST surpasses state-of-the-art approaches (Back-Translation and Example Extrapolation) by a wide margin, showing absolute improvement for the target intents of +1.9 points on IC Recall and +2.5 points on ST F1 Score. In the zero-shot cross-lingual setting of the mATIS++ dataset, LINGUIST ou…
University of Waterloo（滑铁卢大学）；ServiceNow Research（ServiceNow研究院）
Data augmentation is a widely employed technique to alleviate the problem of data scarcity. In this work, we propose a prompting-based approach to generate labelled training data for intent classification with off-the-shelf language models (LMs) such as GPT-3. An advantage of this method is that no task-specific LM-fine-tuning for data generation is required; hence the method requires no hyper-parameter tuning and is applicable even when the available training data is very scarce. We evaluate the proposed method in a few-shot setting on four diverse intent classification tasks. We find that GP…
National University of Singapore（新加坡国立大学）；The Chinese University of Hong Kong (Shenzhen)（香港中文大学（深圳））
End-to-end speech-to-intent classification has shown its advantage in harvesting information from both text and speech. In this paper, we study a technique to develop such an end-to-end system that supports multiple languages. To overcome the scarcity of multi-lingual speech corpus, we exploit knowledge from a pre-trained multi-lingual natural language processing model. Multi-lingual bidirectional encoder representations from transformers (mBERT) models are trained on multiple languages and hence expected to perform well in the multi-lingual scenario. In this work, we employ a teacher-student …
Intent classification and slot filling are two critical tasks for natural language understanding. Traditionally the two tasks proceeded independently. However, more recently joint models for intent classification and slot filling have achieved state-of-the-art performance, and have proved that there exists a strong relationship between the two tasks. In this paper, we propose a bi-directional joint model for intent classification and slot filling, which includes a multi-stage hierarchical process via BERT and bi-directional joint natural language understanding mechanisms, including intent2slot…
In the area of customer support, understanding customers' intents is a crucial step. Machine learning plays a vital role in this type of intent classification. In reality, it is typical to collect confirmation from customer support representatives (CSRs) regarding the intent prediction, though it can unnecessarily incur prohibitive cost to ask CSRs to assign existing or new intents to the mis-classified cases. Apart from the confirmed cases with and without intent labels, there can be a number of cases with no human curation. This data composition (Positives + Unlabeled + multiclass Negatives)…
Current intent classification approaches assign binary intent class memberships to natural language utterances while disregarding the inherent vagueness in language and the corresponding vagueness in intent class boundaries. In this work, we propose a scheme to address the ambiguity in single-intent as well as multi-intent natural language utterances by creating degree memberships over fuzzified intent classes. To our knowledge, this is the first work to address and quantify the impact of the fuzzy nature of natural language utterances over intent category memberships. Additionally, our approa…
Intent classification is a task in spoken language understanding. An intent classification system is usually implemented as a pipeline process, with a speech recognition module followed by text processing that classifies the intents. There are also studies of end-to-end system that takes acoustic features as input and classifies the intents directly. Such systems don't take advantage of relevant linguistic information, and suffer from limited training data. In this work, we propose a novel intent classification framework that employs acoustic features extracted from a pretrained speech recogni…
Dalian University of Technology（大连理工大学）；Peking University（北京大学）
Intent classification (IC) and slot filling (SF) are critical building blocks in task-oriented dialogue systems. These two tasks are closely-related and can flourish each other. Since only a few utterances can be utilized for identifying fast-emerging new intents and slots, data scarcity issue often occurs when implementing IC and SF. However, few IC/SF models perform well when the number of training samples per class is quite small. In this paper, we propose a novel explicit-joint and supervised-contrastive learning framework for few-shot intent classification and slot filling. Its highlights…
Multi-Granularity Open Intent Classification via Adaptive Granular-Ball Decision Boundary
Southwestern University of Finance and Economics（西南财经大学）；Chongqing University of Posts and Telecommunications（重庆邮电大学）；Chongqing Normal University（重庆师范大学）；National Center for Applied Mathematics in Chongqing（重庆国家应用数学中心）；Southwest Jiaotong University（西南交通大学）
Practical sequence classification tasks in natural language processing often suffer from low training data availability for target classes. Recent works towards mitigating this problem have focused on transfer learning using embeddings pre-trained on often unrelated tasks, for instance, language modeling. We adopt an alternative approach by transfer learning on an ensemble of related tasks using prototypical networks under the meta-learning paradigm. Using intent classification as a case study, we demonstrate that increasing variability in training tasks can significantly improve classificatio…
Dalian University of Technology（大连理工大学）；Peking University（北京大学）
Zero-shot intent classification is a vital and challenging task in dialogue systems, which aims to deal with numerous fast-emerging unacquainted intents without annotated training data. To obtain more satisfactory performance, the crucial points lie in two aspects: extracting better utterance features and strengthening the model generalization ability. In this paper, we propose a simple yet effective meta-learning paradigm for zero-shot intent classification. To learn better semantic representations for utterances, we introduce a new mixture attention mechanism, which encodes the pertinent wor…
End-to-end spoken language understanding (SLU) systems have many advantages over conventional pipeline systems, but collecting in-domain speech data to train an end-to-end system is costly and time consuming. One question arises from this: how to train an end-to-end SLU with limited amounts of data? Many researchers have explored approaches that make use of other related data resources, typically by pre-training parts of the model on high-resource speech recognition. In this paper, we suggest improving the generalization performance of SLU models with a non-standard learning algorithm, Reptile…
Auto dealerships receive thousands of calls daily from customers who are interested in sales, service, vendors and jobseekers. With so many calls, it is very important for auto dealers to understand the intent of these calls to provide positive customer experiences that ensure customer satisfaction, deep customer engagement to boost sales and revenue, and optimum allocation of agents or customer service representatives across the business. In this paper, we define the problem of customer phone call intent as a multi-class classification problem stemming from the large database of recorded phon…
Intent classification and slot filling are two essential tasks for natural language understanding. They often suffer from small-scale human-labeled training data, resulting in poor generalization capability, especially for rare words. Recently a new language representation model, BERT (Bidirectional Encoder Representations from Transformers), facilitates pre-training deep bidirectional representations on large-scale unlabeled corpora, and has created state-of-the-art models for a wide variety of natural language processing tasks after simple fine-tuning. However, there has not been much effort…
