We develop a chatbot using Deep Bidirectional Transformer models (BERT) to handle client questions in financial investment customer service. The bot can recognize 381 intents, and decides when to say "I don't know" and escalates irrelevant/uncertain questions to human operators. Our main novel contribution is the discussion about uncertainty measure for BERT, where three different approaches are systematically compared on real problems. We investigated two uncertainty metrics, information entropy and variance of dropout sampling in BERT, followed by mixed-integer programming to optimize decision thresholds. Another novel contribution is the usage of BERT as a language model in automatic spelling correction. Inputs with accidental spelling errors can significantly decrease intent classification performance. The proposed approach combines probabilities from masked language model and word edit distances to find the best corrections for misspelled words. The chatbot and the entire conversational AI system are developed using open-source tools, and deployed within our company's intranet. The proposed approach can be useful for industries seeking similar in-house solutions in their specific business domains. We share all our code and a sample chatbot built on a public dataset on Github.
Text classification problem is a very broad field of study in the field of natural language processing. In short, the text classification problem is to determine which of the previously determined classes the given text belongs to. Successful studies have been carried out in this field in the past studies. In the study, Bidirectional Encoder Representations for Transformers (BERT), which is a frequently preferred method for solving the classification problem in the field of natural language processing, is used. By solving classification problems through a single model to be used in a chatbot a…
A Multisource Fusion Framework for Cryptocurrency Price Movement Prediction
School of Electrical and Computer Engineering, College of Engineering, University of Tehran（塔里斯坦大学电气与计算机工程学院）；Department of Chemistry, Isfahan University of Technology（伊斯法罕技术大学化学系）；Department of Electrical and Computer Engineering, University of Waterloo（滑铁卢大学电气与计算机工程系）；Department of Computer Science and Engineering, Sejong University（世宗大学计算机科学与工程系）
In the past decade, we have observed a growing interest in using technologies such as artificial intelligence (AI), machine learning, and chatbots to provide assistance to language learners, especially in second language learning. By using AI and natural language processing (NLP) and chatbots, we can create an intelligent self-learning environment that goes beyond multiple-choice questions and/or fill in the blank exercises. In addition, NLP allows for learning to be adaptive in that it offers more than an indication that an error has occurred. It also provides a description of the error, uses…
In this paper, we propose Stacked DeBERT, short for Stacked Denoising Bidirectional Encoder Representations from Transformers. This novel model improves robustness in incomplete data, when compared to existing systems, by designing a novel encoding scheme in BERT, a powerful language representation model solely based on attention mechanisms. Incomplete data in natural language processing refer to text with missing or incorrect words, and its presence can hinder the performance of current models that were not implemented to withstand such noises, but must still perform well even under duress. T…
The University of Auckland（奥克兰大学）；The National Institute for Health Innovation(NIHI)（国家健康创新研究院）
This paper proposes a chatbot framework that adopts a hybrid model which consists of a knowledge graph and a text similarity model. Based on this chatbot framework, we build HHH, an online question-and-answer (QA) Healthcare Helper system for answering complex medical questions. HHH maintains a knowledge graph constructed from medical data collected from the Internet. HHH also implements a novel text representation and similarity deep learning model, Hierarchical BiLSTM Attention Model (HBAM), to find the most similar question from a large QA dataset. We compare HBAM with other state-of-the-ar…
University of Science and Technology of China（中国科学技术大学）；Queen’s University（女王大学）；iFLYTEK Research（讯飞研究院）
Persona can function as the prior knowledge for maintaining the consistency of dialogue systems. Most of previous studies adopted the self persona in dialogue whose response was about to be selected from a set of candidates or directly generated, but few have noticed the role of partner in dialogue. This paper makes an attempt to thoroughly explore the impact of utilizing personas that describe either self or partner speakers on the task of response selection in retrieval-based chatbots. Four persona fusion strategies are designed, which assume personas interact with contexts or responses in d…
Fraunhofer IAIS（弗劳恩霍夫智能分析与信息系统研究所）；University of Bonn（波恩大学）；PricewaterhouseCoopers GmbH（普华永道有限责任公司）
We present KPI-BERT, a system which employs novel methods of named entity recognition (NER) and relation extraction (RE) to extract and link key performance indicators (KPIs), e.g. "revenue" or "interest expenses", of companies from real-world German financial documents. Specifically, we introduce an end-to-end trainable architecture that is based on Bidirectional Encoder Representations from Transformers (BERT) combining a recurrent neural network (RNN) with conditional label masking to sequentially tag entities before it classifies their relations. Our model also introduces a learnable RNN-b…
Ecole Polytechnique（巴黎综合理工学院）；Exoduspoint Capital Management France（法国Exoduspoint资本管理公司）
News events can greatly influence equity markets. In this paper, we are interested in predicting the short-term movement of stock prices after financial news events using only the headlines of the news. To achieve this goal, we introduce a new text mining method called Fine-Tuned Contextualized-Embedding Recurrent Neural Network (FT-CE-RNN). Compared with previous approaches which use static vector representations of the news (static embedding), our model uses contextualized vector representations of the headlines (contextualized embeddings) generated from Bidirectional Encoder Representations…
In this era of abundant digital information, customer satisfaction has become one of the prominent factors in the success of any business. Customers want a one-click solution for almost everything. They tend to get unsatisfied if they have to call about something which they could have done online. Moreover, incoming calls are a high-cost component for any business. Thus, it is essential to develop a framework capable of mining the reasons and motivators behind customer calls. This paper proposes two models. Firstly, an attention-based stacked bidirectional Long Short Term Memory Network follow…
In this study, we aim to find a method to auto-tag sentences specific to a domain. Our training data comprises short conversational sentences extracted from chat conversations between company's customer representatives and web site visitors. We manually tagged approximately 14 thousand visitor inputs into ten basic categories, which will later be used in a transformer-based language model with attention mechanisms for the ultimate goal of developing a chatbot application that can produce meaningful dialogue. We considered three different state-of-the-art models and reported their auto-tagging …
In the last few years, three major topics received increased interest: deep learning, NLP and conversational agents. Bringing these three topics together to create an amazing digital customer experience and indeed deploy in production and solve real-world problems is something innovative and disruptive. We introduce a new Portuguese financial domain language representation model called BERTaú. BERTaú is an uncased BERT-base trained from scratch with data from the Itaú virtual assistant chatbot solution. Our novel contribution is that BERTaú pretrained language model requires less data, reached…
With the recent influx of bidirectional contextualized transformer language models in the NLP, it becomes a necessity to have a systematic comparative study of these models on variety of datasets. Also, the performance of these language models has not been explored on non-GLUE datasets. The study presented in paper compares the state-of-the-art language models - BERT, ELECTRA and its derivatives which include RoBERTa, ALBERT and DistilBERT. We conducted experiments by finetuning these models for cross domain and disparate data and penned an in-depth analysis of model's performances. Moreover, …
