Listening between the Lines: Learning Personal Attributes from Conversations

Open-domain dialogue agents must be able to converse about many topics while incorporating knowledge about the user into the conversation. In this work we address the acquisition of such knowledge, for personalization in downstream Web applications, by extracting personal attributes from conversations. This problem is more challenging than the established task of information extraction from scientific publications or Wikipedia articles, because dialogues often give merely implicit cues about the speaker. We propose methods for inferring personal attributes, such as profession, age or family status, from conversations using deep learning. Specifically, we propose several Hidden Attribute Models, which are neural networks leveraging attention mechanisms and embeddings. Our methods are trained on a per-predicate basis to output rankings of object values for a given subject-predicate combination (e.g., ranking the doctor and nurse professions high when speakers talk about patients, emergency rooms, etc). Experiments with various conversational texts including Reddit discussions, movie scripts and a collection of crowdsourced personal dialogues demonstrate the viability of our methods and their superior performance compared to state-of-the-art baselines.Comment: published in WWW'1

A Neural Network Approach to Context-Sensitive Generation of Conversational Responses

We present a novel response generation system that can be trained end to end on large quantities of unstructured Twitter conversations. A neural network architecture is used to address sparsity issues that arise when integrating contextual information into classic statistical models, allowing the system to take into account previous dialog utterances. Our dynamic-context generative models show consistent gains over both context-sensitive and non-context-sensitive Machine Translation and Information Retrieval baselines.Comment: A. Sordoni, M. Galley, M. Auli, C. Brockett, Y. Ji, M. Mitchell, J.-Y. Nie, J. Gao, B. Dolan. 2015. A Neural Network Approach to Context-Sensitive Generation of Conversational Responses. In Proc. of NAACL-HLT. Pages 196-20

"How May I Help You?": Modeling Twitter Customer Service Conversations Using Fine-Grained Dialogue Acts

Given the increasing popularity of customer service dialogue on Twitter, analysis of conversation data is essential to understand trends in customer and agent behavior for the purpose of automating customer service interactions. In this work, we develop a novel taxonomy of fine-grained "dialogue acts" frequently observed in customer service, showcasing acts that are more suited to the domain than the more generic existing taxonomies. Using a sequential SVM-HMM model, we model conversation flow, predicting the dialogue act of a given turn in real-time. We characterize differences between customer and agent behavior in Twitter customer service conversations, and investigate the effect of testing our system on different customer service industries. Finally, we use a data-driven approach to predict important conversation outcomes: customer satisfaction, customer frustration, and overall problem resolution. We show that the type and location of certain dialogue acts in a conversation have a significant effect on the probability of desirable and undesirable outcomes, and present actionable rules based on our findings. The patterns and rules we derive can be used as guidelines for outcome-driven automated customer service platforms.Comment: 13 pages, 6 figures, IUI 201

Survey on Evaluation Methods for Dialogue Systems

In this paper we survey the methods and concepts developed for the evaluation of dialogue systems. Evaluation is a crucial part during the development process. Often, dialogue systems are evaluated by means of human evaluations and questionnaires. However, this tends to be very cost and time intensive. Thus, much work has been put into finding methods, which allow to reduce the involvement of human labour. In this survey, we present the main concepts and methods. For this, we differentiate between the various classes of dialogue systems (task-oriented dialogue systems, conversational dialogue systems, and question-answering dialogue systems). We cover each class by introducing the main technologies developed for the dialogue systems and then by presenting the evaluation methods regarding this class