COTA: Improving the Speed and Accuracy of Customer Support through Ranking and Deep Networks

For a company looking to provide delightful user experiences, it is of paramount importance to take care of any customer issues. This paper proposes COTA, a system to improve speed and reliability of customer support for end users through automated ticket classification and answers selection for support representatives. Two machine learning and natural language processing techniques are demonstrated: one relying on feature engineering (COTA v1) and the other exploiting raw signals through deep learning architectures (COTA v2). COTA v1 employs a new approach that converts the multi-classification task into a ranking problem, demonstrating significantly better performance in the case of thousands of classes. For COTA v2, we propose an Encoder-Combiner-Decoder, a novel deep learning architecture that allows for heterogeneous input and output feature types and injection of prior knowledge through network architecture choices. This paper compares these models and their variants on the task of ticket classification and answer selection, showing model COTA v2 outperforms COTA v1, and analyzes their inner workings and shortcomings. Finally, an A/B test is conducted in a production setting validating the real-world impact of COTA in reducing issue resolution time by 10 percent without reducing customer satisfaction

Filling Conversation Ellipsis for Better Social Dialog Understanding

The phenomenon of ellipsis is prevalent in social conversations. Ellipsis increases the difficulty of a series of downstream language understanding tasks, such as dialog act prediction and semantic role labeling. We propose to resolve ellipsis through automatic sentence completion to improve language understanding. However, automatic ellipsis completion can result in output which does not accurately reflect user intent. To address this issue, we propose a method which considers both the original utterance that has ellipsis and the automatically completed utterance in dialog act and semantic role labeling tasks. Specifically, we first complete user utterances to resolve ellipsis using an end-to-end pointer network model. We then train a prediction model using both utterances containing ellipsis and our automatically completed utterances. Finally, we combine the prediction results from these two utterances using a selection model that is guided by expert knowledge. Our approach improves dialog act prediction and semantic role labeling by 1.3% and 2.5% in F1 score respectively in social conversations. We also present an open-domain human-machine conversation dataset with manually completed user utterances and annotated semantic role labeling after manual completion.Comment: Accepted to AAAI 202

Natural Language Interfaces for Tabular Data Querying and Visualization: A Survey

The emergence of natural language processing has revolutionized the way users interact with tabular data, enabling a shift from traditional query languages and manual plotting to more intuitive, language-based interfaces. The rise of large language models (LLMs) such as ChatGPT and its successors has further advanced this field, opening new avenues for natural language processing techniques. This survey presents a comprehensive overview of natural language interfaces for tabular data querying and visualization, which allow users to interact with data using natural language queries. We introduce the fundamental concepts and techniques underlying these interfaces with a particular emphasis on semantic parsing, the key technology facilitating the translation from natural language to SQL queries or data visualization commands. We then delve into the recent advancements in Text-to-SQL and Text-to-Vis problems from the perspectives of datasets, methodologies, metrics, and system designs. This includes a deep dive into the influence of LLMs, highlighting their strengths, limitations, and potential for future improvements. Through this survey, we aim to provide a roadmap for researchers and practitioners interested in developing and applying natural language interfaces for data interaction in the era of large language models.Comment: 20 pages, 4 figures, 5 tables. Submitted to IEEE TKD

Natural Language Interfaces to Data

Recent advances in NLU and NLP have resulted in renewed interest in natural language interfaces to data, which provide an easy mechanism for non-technical users to access and query the data. While early systems evolved from keyword search and focused on simple factual queries, the complexity of both the input sentences as well as the generated SQL queries has evolved over time. More recently, there has also been a lot of focus on using conversational interfaces for data analytics, empowering a line of non-technical users with quick insights into the data. There are three main challenges in natural language querying (NLQ): (1) identifying the entities involved in the user utterance, (2) connecting the different entities in a meaningful way over the underlying data source to interpret user intents, and (3) generating a structured query in the form of SQL or SPARQL. There are two main approaches for interpreting a user's NLQ. Rule-based systems make use of semantic indices, ontologies, and KGs to identify the entities in the query, understand the intended relationships between those entities, and utilize grammars to generate the target queries. With the advances in deep learning (DL)-based language models, there have been many text-to-SQL approaches that try to interpret the query holistically using DL models. Hybrid approaches that utilize both rule-based techniques as well as DL models are also emerging by combining the strengths of both approaches. Conversational interfaces are the next natural step to one-shot NLQ by exploiting query context between multiple turns of conversation for disambiguation. In this article, we review the background technologies that are used in natural language interfaces, and survey the different approaches to NLQ. We also describe conversational interfaces for data analytics and discuss several benchmarks used for NLQ research and evaluation.Comment: The full version of this manuscript, as published by Foundations and Trends in Databases, is available at http://dx.doi.org/10.1561/190000007