Dialogue History Matters! Personalized Response Selectionin Multi-turn Retrieval-based Chatbots
Wangxuan Institute of Computer Technology（王选计算机技术研究所）；Center for Data Science（数据科学中心）；Academy for Advanced Interdisciplinary Studies（前沿交叉学科研究院）；Peking University（北京大学）；Soochow University（苏州大学）；Gaoling School of Artificial Intelligence（高瓴人工智能学院）；Renmin University of China（中国人民大学）
Juntao Li, Chang Liu, Chongyang Tao, Zhangming Chan, Dongyan Zhao, Min Zhang, Rui Yan
备注：
Accepted by ACM Transactions on Information Systems, 25 pages, 2 figures, 9 tables
Existing multi-turn context-response matching methods mainly concentrate on obtaining multi-level and multi-dimension representations and better interactions between context utterances and response. However, in real-place conversation scenarios, whether a response candidate is suitable not only counts on the given dialogue context but also other backgrounds, e.g., wording habits, user-specific dialogue history content. To fill the gap between these up-to-date methods and the real-world applications, we incorporate user-specific dialogue history into the response selection and propose a personalized hybrid matching network (PHMN). Our contributions are two-fold: 1) our model extracts personalized wording behaviors from user-specific dialogue history as extra matching information; 2) we perform hybrid representation learning on context-response utterances and explicitly incorporate a customized attention mechanism to extract vital information from context-response interactions so as to improve the accuracy of matching. We evaluate our model on two large datasets with user identification, i.e., personalized Ubuntu dialogue Corpus (P-Ubuntu) and personalized Weibo dataset (P-Weibo). Experimental results confirm that our method significantly outperforms several strong models by combining personalized attention, wording behaviors, and hybrid representation learning.
Artificial Intelligence Application Research Center, Huawei Technologies（华为技术有限公司人工智能应用研究中心）
In this paper, we describe a data enhancement method for developing Emily, an emotion-affective open-domain chatbot. The proposed method is based on explicitly modeling positively transitioned (PT) sentiment data from multi-turn dialogues. We construct a dialogue corpus with PT sentiment data and will release it for public use. By fine-tuning a pretrained dialogue model using the produced PT-enhanced dialogues, we are able to develop an emotion-affective open-domain chatbot exhibiting close-to-human performance in various emotion-affective metrics. We evaluate Emily against a few state-of-the-…
In this work we explore a deep learning-based dialogue system that generates sarcastic and humorous responses from a conversation design perspective. We trained a seq2seq model on a carefully curated dataset of 3000 question-answering pairs, the core of our mean, grumpy, sarcastic chatbot. We show that end-to-end systems learn patterns very quickly from small datasets and thus, are able to transfer simple linguistic structures representing abstract concepts to unseen settings. We also deploy our LSTM-based encoder-decoder model in the browser, where users can directly interact with the chatbot…
Despite the multi-turn open-domain dialogue systems have attracted more and more attention and made great progress, the existing dialogue systems are still very boring. Nearly all the existing dialogue models only provide a response when the user's utterance is accepted. But during daily conversations, humans always decide whether to continue to utter an utterance based on the context. Intuitively, a dialogue model that can control the timing of talking autonomously based on the conversation context can chat with humans more naturally. In this paper, we explore the dialogue system that automat…
Artificial Intelligence Application Research Center, Huawei Technologies（华为技术有限公司人工智能应用研究中心）
In this paper, we describe approaches for developing Emily, an emotion-affective open-domain chatbot. Emily can perceive a user's negative emotion state and offer supports by positively converting the user's emotion states. This is done by finetuning a pretrained dialogue model upon data capturing dialogue contexts and desirable emotion states transition across turns. Emily can differentiate a general open-domain dialogue utterance with questions relating to personal information. By leveraging a question-answering approach based on knowledge graphs to handle personal information, Emily maintai…
The Hong Kong University of Science and Technology（香港科技大学）；EMOS Technologies Inc.（EMOS科技公司）
In this paper, we present an end-to-end empathetic conversation agent CAiRE. Our system adapts TransferTransfo (Wolf et al., 2019) learning approach that fine-tunes a large-scale pre-trained language model with multi-task objectives: response language modeling, response prediction and dialogue emotion detection. We evaluate our model on the recently proposed empathetic-dialogues dataset (Rashkin et al., 2019), the experiment results show that CAiRE achieves state-of-the-art performance on dialogue emotion detection and empathetic response generation.
Université de Montréal（蒙特利尔大学）；Renmin University of China（中国人民大学）；Huawei Poisson Lab.（华为泊松实验室）
A proactive dialogue system has the ability to proactively lead the conversation. Different from the general chatbots which only react to the user, proactive dialogue systems can be used to achieve some goals, e.g., to recommend some items to the user. Background knowledge is essential to enable smooth and natural transitions in dialogue. In this paper, we propose a new multi-task learning framework for retrieval-based knowledge-grounded proactive dialogue. To determine the relevant knowledge to be used, we frame knowledge prediction as a complementary task and use explicit signals to supervis…
Structured Dialogue System for Mental Health: An LLM Chatbot Leveraging the PM+ Guidelines
Shenzhen Institute of Advanced Technology, Chinese Academy of Sciences（中国科学院深圳先进技术研究院）；University of Chinese Academy of Sciences（中国科学院大学）；Institute of Software, Chinese Academy of Sciences（中国科学院软件研究所）；East China Normal University（华东师范大学）；Wuhan Research Institute of Posts and Telecommunications（武汉邮电科学研究院）
Meituan Group（美团集团）；National Engineering Research Center for Software Engineering, Peking University（北京大学软件工程国家工程研究中心）
Though widely used in industry, traditional task-oriented dialogue systems suffer from three bottlenecks: (i) difficult ontology construction (e.g., intents and slots); (ii) poor controllability and interpretability; (iii) annotation-hungry. In this paper, we propose to represent utterance with a simpler concept named Dialogue Action, upon which we construct a tree-structured TaskFlow and further build task-oriented chatbot with TaskFlow as core component. A framework is presented to automatically construct TaskFlow from large-scale dialogues and deploy online. Our experiments on real-world af…
We present a chatbot implementing a novel dialogue management approach based on logical inference. Instead of framing conversation a sequence of response generation tasks, we model conversation as a collaborative inference process in which speakers share information to synthesize new knowledge in real time. Our chatbot pipeline accomplishes this modelling in three broad stages. The first stage translates user utterances into a symbolic predicate representation. The second stage then uses this structured representation in conjunction with a larger knowledge base to synthesize new predicates usi…
Westlake University（西湖大学）；Tencent（腾讯）；Westlake Institute for Advanced Study（西湖高等研究院）
Although pre-trained sequence-to-sequence models have achieved great success in dialogue response generation, chatbots still suffer from generating inconsistent responses in real-world practice, especially in multi-turn settings. We argue that this can be caused by a discrepancy between training and real-world testing. At training time, chatbot generates the response with the golden context, while it has to generate based on the context consisting of both user utterances and the model predicted utterances during real-world testing. With the growth of the number of utterances, this discrepancy …
FPT Technology Research Institute（FPT技术研究院）；FPT University（FPT大学）；Vietnam National University（越南国家大学）
This work investigates the task-oriented dialogue problem in mixed-domain settings. We study the effect of alternating between different domains in sequences of dialogue turns using two related state-of-the-art dialogue systems. We first show that a specialized state tracking component in multiple domains plays an important role and gives better results than an end-to-end task-oriented dialogue system. We then propose a hybrid system which is able to improve the belief tracking accuracy of about 28% of average absolute point on a standard multi-domain dialogue dataset. These experimental resul…
Conventionally, generation of natural language for dialogue agents may be viewed as a statistical learning problem: determine the patterns in human-provided data and generate appropriate responses with similar statistical properties. However, dialogue can also be regarded as a goal directed process, where speakers attempt to accomplish a specific task. Reinforcement learning (RL) algorithms are designed specifically for solving such goal-directed problems, but the most direct way to apply RL -- through trial-and-error learning in human conversations, -- is costly. In this paper, we study how o…
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…
School of Computer and Communication Sciences, EPFL（洛桑联邦理工学院计算机与通信科学学院）；Swisscom AG（瑞士电信公司）
Goal-Oriented (GO) Dialogue Systems, colloquially known as goal oriented chatbots, help users achieve a predefined goal (e.g. book a movie ticket) within a closed domain. A first step is to understand the user's goal by using natural language understanding techniques. Once the goal is known, the bot must manage a dialogue to achieve that goal, which is conducted with respect to a learnt policy. The success of the dialogue system depends on the quality of the policy, which is in turn reliant on the availability of high-quality training data for the policy learning method, for instance Deep Rein…
Viterbi School of Engineering, University of Southern California（南加州大学维特比工程学院）
One challenge for evaluating current sequence- or dialogue-level chatbots, such as Empathetic Open-domain Conversation Models, is to determine whether the chatbot performs in an emotionally consistent way. The most recent work only evaluates on the aspects of context coherence, language fluency, response diversity, or logical self-consistency between dialogues. This work proposes training an evaluator to determine the emotional consistency of chatbots.
Gaoling School of Artificial Intelligence, Renmin University of China（中国人民大学高瓴人工智能学院）；School of Information, Renmin University of China（中国人民大学信息学院）；Université de Montréal（蒙特利尔大学）
Natural language dialogue systems raise great attention recently. As many dialogue models are data-driven, high-quality datasets are essential to these systems. In this paper, we introduce Pchatbot, a large-scale dialogue dataset that contains two subsets collected from Weibo and Judicial forums respectively. To adapt the raw dataset to dialogue systems, we elaborately normalize the raw dataset via processes such as anonymization, deduplication, segmentation, and filtering. The scale of Pchatbot is significantly larger than existing Chinese datasets, which might benefit the data-driven models.…
University of Chinese Academy of Sciences（中国科学院大学）；Alibaba AI Labs（阿里巴巴人工智能实验室）
Conventional chatbots focus on two-party response generation, which simplifies the real dialogue scene. In this paper, we strive toward a novel task of Response Generation on Multi-Party Chatbot (RGMPC), where the generated responses heavily rely on the interlocutors' roles (e.g., speaker and addressee) and their utterances. Unfortunately, complex interactions among the interlocutors' roles make it challenging to precisely capture conversational contexts and interlocutors' information. Facing this challenge, we present a response generation model which incorporates Interlocutor-aware Contexts …
University of Lincoln（林肯大学）；Samsung Research（三星研究院）
Trainable chatbots that exhibit fluent and human-like conversations remain a big challenge in artificial intelligence. Deep Reinforcement Learning (DRL) is promising for addressing this challenge, but its successful application remains an open question. This article describes a novel ensemble-based approach applied to value-based DRL chatbots, which use finite action sets as a form of meaning representation. In our approach, while dialogue actions are derived from sentence clustering, the training datasets in our ensemble are derived from dialogue clustering. The latter aim to induce specialis…
Institute of Computing Technology, Chinese Academy of Sciences（中国科学院计算技术研究所）；UCAS（中国科学院大学）
A chatbot that converses like a human should be goal-oriented (i.e., be purposeful in conversation), which is beyond language generation. However, existing dialogue systems often heavily rely on cumbersome hand-crafted rules or costly labelled datasets to reach the goals. In this paper, we propose Goal-oriented Chatbots (GoChat), a framework for end-to-end training chatbots to maximize the longterm return from offline multi-turn dialogue datasets. Our framework utilizes hierarchical reinforcement learning (HRL), where the high-level policy guides the conversation towards the final goal by dete…
Many open-domain dialogue models pre-trained with social media comments can generate coherent replies but have difficulties producing engaging responses when interacting with real users. This phenomenon might mainly result from the deficiency of annotated human-human conversations and the misalignment with human preference. In this paper, we propose a novel and efficient approach Diamante to boost the open-domain chatbot, where two kinds of human feedback (including explicit demonstration and implicit preference) are collected and leveraged. By asking annotators to select or amend the model-ge…
Center for Artificial Intelligence Research (CAiRE)（人工智能研究中心（CAiRE））；The Hong Kong University of Science and Technology（香港科技大学）
Personalized dialogue systems are an essential step toward better human-machine interaction. Existing personalized dialogue agents rely on properly designed conversational datasets, which are mostly monolingual (e.g., English), which greatly limits the usage of conversational agents in other languages. In this paper, we propose a multi-lingual extension of Persona-Chat, namely XPersona. Our dataset includes persona conversations in six different languages other than English for building and evaluating multilingual personalized agents. We experiment with both multilingual and cross-lingual trai…
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…
National Engineering Laboratory for Speech and Language Information Processing, University of Science and Technology of China（中国科学技术大学语音及语言信息处理国家工程实验室）；State Key Laboratory of Cognitive Intelligence, iFLYTEK Research（科大讯飞研究院认知智能国家重点实验室）
In this paper, we study the problem of employing pre-trained language models for multi-turn response selection in retrieval-based chatbots. A new model, named Speaker-Aware BERT (SA-BERT), is proposed in order to make the model aware of the speaker change information, which is an important and intrinsic property of multi-turn dialogues. Furthermore, a speaker-aware disentanglement strategy is proposed to tackle the entangled dialogues. This strategy selects a small number of most important utterances as the filtered context according to the speakers' information in them. Finally, domain adapta…
Institute for Logic, Language and Computation（逻辑、语言与计算研究所）；University of Amsterdam（阿姆斯特丹大学）
Stylistic variation is critical to render the utterances generated by conversational agents natural and engaging. In this paper, we focus on sequence-to-sequence models for open-domain dialogue response generation and propose a new method to evaluate the extent to which such models are able to generate responses that reflect different personality traits.
East China Normal University（华东师范大学）；Shanghai Jiao Tong University（上海交通大学）
Traditional chatbots usually need a mass of human dialogue data, especially when using supervised machine learning method. Though they can easily deal with single-turn question answering, for multi-turn the performance is usually unsatisfactory. In this paper, we present Lingke, an information retrieval augmented chatbot which is able to answer questions based on given product introduction document and deal with multi-turn conversations. We will introduce a fine-grained pipeline processing to distill responses based on unstructured documents, and attentive sequential context-response matching …
Dialogue systems have become recently essential in our life. Their use is getting more and more fluid and easy throughout the time. This boils down to the improvements made in NLP and AI fields. In this paper, we try to provide an overview to the current state of the art of dialogue systems, their categories and the different approaches to build them. We end up with a discussion that compares all the techniques and analyzes the strengths and weaknesses of each. Finally, we present an opinion piece suggesting to orientate the research towards the standardization of dialogue systems building.
Zurich University of Applied Sciences (ZHAW)（苏黎世应用科技大学）；University of the Basque Country (UPV/EHU)（巴斯克地区大学）；National Distance Education University (UNED)（国家远程教育大学）；Synapse Développement（Synapse Développement（Synapse 发展公司））
The lack of time-efficient and reliable evaluation methods hamper the development of conversational dialogue systems (chatbots). Evaluations requiring humans to converse with chatbots are time and cost-intensive, put high cognitive demands on the human judges, and yield low-quality results. In this work, we introduce \emph{Spot The Bot}, a cost-efficient and robust evaluation framework that replaces human-bot conversations with conversations between bots. Human judges then only annotate for each entity in a conversation whether they think it is human or not (assuming there are humans participa…
Renmin University of China（中国人民大学）；University of Montreal（蒙特利尔大学）
Personalized chatbots focus on endowing the chatbots with a consistent personality to behave like real users and further act as personal assistants. Previous studies have explored generating implicit user profiles from the user's dialogue history for building personalized chatbots. However, these studies only use the response generation loss to train the entire model, thus it is prone to suffer from the problem of data sparsity. Besides, they overemphasize the final generated response's quality while ignoring the correlations and fusions between the user's dialogue history, leading to rough da…
Apart from the coherence and fluency of responses, an empathetic chatbot emphasizes more on people's feelings. By considering altruistic behaviors between human interaction, empathetic chatbots enable people to get a better interactive and supportive experience. This study presents a framework whereby several empathetic chatbots are based on understanding users' implied feelings and replying empathetically for multiple dialogue turns. We call these chatbots CheerBots. CheerBots can be retrieval-based or generative-based and were finetuned by deep reinforcement learning. To respond in an empath…
FreezeEmpath: Efficient Training for Empathetic Spoken Chatbots with Frozen LLMs
Key Laboratory of Intelligent Information Processing, Institute of Computing Technology, Chinese Academy of Sciences（智能信息处理重点实验室，计算技术研究所，中国科学院）；State Key Laboratory of AI Safety, Institute of Computing Technology, Chinese Academy of Sciences（人工智能安全国家重点实验室，计算技术研究所，中国科学院）；University of Chinese Academy of Sciences, Beijing, China（中国科学院大学，北京，中国）
Hong Kong University of Science and Technology（香港科技大学）；WeBank（微众银行）
Social chatbots, also known as chit-chat chatbots, evolve rapidly with large pretrained language models. Despite the huge progress, privacy concerns have arisen recently: training data of large language models can be extracted via model inversion attacks. On the other hand, the datasets used for training chatbots contain many private conversations between two individuals. In this work, we further investigate the privacy leakage of the hidden states of chatbots trained by language modeling which has not been well studied yet. We show that speakers' personas can be inferred through a simple neur…
Inspired by studies on the overwhelming presence of experience-sharing in human-human conversations, Emora, the social chatbot developed by Emory University, aims to bring such experience-focused interaction to the current field of conversational AI. The traditional approach of information-sharing topic handlers is balanced with a focus on opinion-oriented exchanges that Emora delivers, and new conversational abilities are developed that support dialogues that consist of a collaborative understanding and learning process of the partner's life experiences. We present a curated dialogue system t…
Luleå University of Technology（吕勒奥理工大学）；RISE Research Institutes of Sweden（瑞典RISE研究机构）
Building open-domain conversational systems (or chatbots) that produce convincing responses is a recognized challenge. Recent state-of-the-art (SoTA) transformer-based models for the generation of natural language dialogue have demonstrated impressive performance in simulating human-like, single-turn conversations in English. This work investigates, by an empirical study, the potential for transfer learning of such models to Swedish language. DialoGPT, an English language pre-trained model, is adapted by training on three different Swedish language conversational datasets obtained from publicl…
School of Computer Science University of Lincoln（林肯大学计算机学院）；Artificial Intelligence Research Group Samsung Electronics（三星电子人工智能研究组）
Training chatbots using the reinforcement learning paradigm is challenging due to high-dimensional states, infinite action spaces and the difficulty in specifying the reward function. We address such problems using clustered actions instead of infinite actions, and a simple but promising reward function based on human-likeness scores derived from human-human dialogue data. We train Deep Reinforcement Learning (DRL) agents using chitchat data in raw text---without any manual annotations. Experimental results using different splits of training data report the following. First, that our agents le…
Social chatbots have gained immense popularity, and their appeal lies not just in their capacity to respond to the diverse requests from users, but also in the ability to develop an emotional connection with users. To further develop and promote social chatbots, we need to concentrate on increasing user interaction and take into account both the intellectual and emotional quotient in the conversational agents. In this paper, we propose a multi-task framework that jointly identifies the emotion of a given dialogue and generates response in accordance to the identified emotion. We employ a BERT …
Dialogue systems, also called chatbots, are now used in a wide range of applications. However, they still have some major weaknesses. One key weakness is that they are typically trained from manually-labeled data and/or written with handcrafted rules, and their knowledge bases (KBs) are also compiled by human experts. Due to the huge amount of manual effort involved, they are difficult to scale and also tend to produce many errors ought to their limited ability to understand natural language and the limited knowledge in their KBs. Thus, the level of user satisfactory is often low. In this pape…
RAM2C: A Liberal Arts Educational Chatbot based on Retrieval-augmented Multi-role Multi-expert Collaboration
Center for Brain Inspired Computing Research (CBICR), Tsinghua University（清华大学脑启发计算研究中心）；Optical Memory National Engineering Research Center, Tsinghua University（清华大学光存储国家工程研究中心）；Tsinghua University-China Electronics Technology HIK Group Co. Joint Research Center for Brain-inspired Computing（清华大学-中国电子 hik 集团联合脑启发计算研究中心）；IDG/McGovern Institute for Brain Research, Tsinghua University（清华大学 IDG/麦戈文脑科学研究院）；Tsinghua University（清华大学）
Despite their popularity in the chatbot literature, retrieval-based models have had modest impact on task-oriented dialogue systems, with the main obstacle to their application being the low-data regime of most task-oriented dialogue tasks. Inspired by the recent success of pretraining in language modelling, we propose an effective method for deploying response selection in task-oriented dialogue. To train response selection models for task-oriented dialogue tasks, we propose a novel method which: 1) pretrains the response selection model on large general-domain conversational corpora; and the…
Michigan State University（密歇根州立大学）；TAL AI Lab（TAL AI实验室）
Neural dialogue models have been widely adopted in various chatbot applications because of their good performance in simulating and generalizing human conversations. However, there exists a dark side of these models -- due to the vulnerability of neural networks, a neural dialogue model can be manipulated by users to say what they want, which brings in concerns about the security of practical chatbot services. In this work, we investigate whether we can craft inputs that lead a well-trained black-box neural dialogue model to generate targeted outputs. We formulate this as a reinforcement learn…
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…
