Retrieval-based Goal-Oriented Dialogue Generation

Most research on dialogue has focused either on dialogue generation for openended chit chat or on state tracking for goal-directed dialogue. In this work, we explore a hybrid approach to goal-oriented dialogue generation that combines retrieval from past history with a hierarchical, neural encoder-decoder architecture. We evaluate this approach in the customer support domain using the Multiwoz dataset (Budzianowski et al., 2018). We show that adding this retrieval step to a hierarchical, neural encoder-decoder architecture leads to significant improvements, including responses that are rated more appropriate and fluent by human evaluators. Finally, we compare our retrieval-based model to various semantically conditioned models explicitly using past dialog act information, and find that our proposed model is competitive with the current state of the art (Chen et al., 2019), while not requiring explicit labels about past machine acts

Task-Oriented Dialog Systems that Consider Multiple Appropriate Responses under the Same Context

Conversations have an intrinsic one-to-many property, which means that multiple responses can be appropriate for the same dialog context. In task-oriented dialogs, this property leads to different valid dialog policies towards task completion. However, none of the existing task-oriented dialog generation approaches takes this property into account. We propose a Multi-Action Data Augmentation (MADA) framework to utilize the one-to-many property to generate diverse appropriate dialog responses. Specifically, we first use dialog states to summarize the dialog history, and then discover all possible mappings from every dialog state to its different valid system actions. During dialog system training, we enable the current dialog state to map to all valid system actions discovered in the previous process to create additional state-action pairs. By incorporating these additional pairs, the dialog policy learns a balanced action distribution, which further guides the dialog model to generate diverse responses. Experimental results show that the proposed framework consistently improves dialog policy diversity, and results in improved response diversity and appropriateness. Our model obtains state-of-the-art results on MultiWOZ

MALA: Cross-Domain Dialogue Generation with Action Learning

Response generation for task-oriented dialogues involves two basic components: dialogue planning and surface realization. These two components, however, have a discrepancy in their objectives, i.e., task completion and language quality. To deal with such discrepancy, conditioned response generation has been introduced where the generation process is factorized into action decision and language generation via explicit action representations. To obtain action representations, recent studies learn latent actions in an unsupervised manner based on the utterance lexical similarity. Such an action learning approach is prone to diversities of language surfaces, which may impinge task completion and language quality. To address this issue, we propose multi-stage adaptive latent action learning (MALA) that learns semantic latent actions by distinguishing the effects of utterances on dialogue progress. We model the utterance effect using the transition of dialogue states caused by the utterance and develop a semantic similarity measurement that estimates whether utterances have similar effects. For learning semantic actions on domains without dialogue states, MsALA extends the semantic similarity measurement across domains progressively, i.e., from aligning shared actions to learning domain-specific actions. Experiments using multi-domain datasets, SMD and MultiWOZ, show that our proposed model achieves consistent improvements over the baselines models in terms of both task completion and language quality.Comment: 9 pages, 3 figure

Causal-aware Safe Policy Improvement for Task-oriented dialogue

The recent success of reinforcement learning's (RL) in solving complex tasks is most often attributed to its capacity to explore and exploit an environment where it has been trained. Sample efficiency is usually not an issue since cheap simulators are available to sample data on-policy. On the other hand, task oriented dialogues are usually learnt from offline data collected using human demonstrations. Collecting diverse demonstrations and annotating them is expensive. Unfortunately, use of RL methods trained on off-policy data are prone to issues of bias and generalization, which are further exacerbated by stochasticity in human response and non-markovian belief state of a dialogue management system. To this end, we propose a batch RL framework for task oriented dialogue policy learning: causal aware safe policy improvement (CASPI). This method gives guarantees on dialogue policy's performance and also learns to shape rewards according to intentions behind human responses, rather than just mimicking demonstration data; this couple with batch-RL helps overall with sample efficiency of the framework. We demonstrate the effectiveness of this framework on a dialogue-context-to-text Generation and end-to-end dialogue task of the Multiwoz2.0 dataset. The proposed method outperforms the current state of the art on these metrics, in both case. In the end-to-end case, our method trained only on 10\% of the data was able to out perform current state in three out of four evaluation metrics