A million tweets are worth a few points : tuning transformers for customer service tasks

In online domain-specific customer service applications, many companies struggle to deploy advanced NLP models successfully, due to the limited availability of and noise in their datasets. While prior research demonstrated the potential of migrating large open-domain pretrained models for domain-specific tasks, the appropriate (pre)training strategies have not yet been rigorously evaluated in such social media customer service settings, especially under multilingual conditions. We address this gap by collecting a multilingual social media corpus containing customer service conversations (865k tweets), comparing various pipelines of pretraining and finetuning approaches, applying them on 5 different end tasks. We show that pretraining a generic multilingual transformer model on our in-domain dataset, before finetuning on specific end tasks, consistently boosts performance, especially in non-English settings

Cross-Align: Modeling Deep Cross-lingual Interactions for Word Alignment

Word alignment which aims to extract lexicon translation equivalents between source and target sentences, serves as a fundamental tool for natural language processing. Recent studies in this area have yielded substantial improvements by generating alignments from contextualized embeddings of the pre-trained multilingual language models. However, we find that the existing approaches capture few interactions between the input sentence pairs, which degrades the word alignment quality severely, especially for the ambiguous words in the monolingual context. To remedy this problem, we propose Cross-Align to model deep interactions between the input sentence pairs, in which the source and target sentences are encoded separately with the shared self-attention modules in the shallow layers, while cross-lingual interactions are explicitly constructed by the cross-attention modules in the upper layers. Besides, to train our model effectively, we propose a two-stage training framework, where the model is trained with a simple Translation Language Modeling (TLM) objective in the first stage and then finetuned with a self-supervised alignment objective in the second stage. Experiments show that the proposed Cross-Align achieves the state-of-the-art (SOTA) performance on four out of five language pairs.Comment: Accepted by EMNLP 202