Spoken Language Intent Detection using Confusion2Vec

Decoding speaker's intent is a crucial part of spoken language understanding (SLU). The presence of noise or errors in the text transcriptions, in real life scenarios make the task more challenging. In this paper, we address the spoken language intent detection under noisy conditions imposed by automatic speech recognition (ASR) systems. We propose to employ confusion2vec word feature representation to compensate for the errors made by ASR and to increase the robustness of the SLU system. The confusion2vec, motivated from human speech production and perception, models acoustic relationships between words in addition to the semantic and syntactic relations of words in human language. We hypothesize that ASR often makes errors relating to acoustically similar words, and the confusion2vec with inherent model of acoustic relationships between words is able to compensate for the errors. We demonstrate through experiments on the ATIS benchmark dataset, the robustness of the proposed model to achieve state-of-the-art results under noisy ASR conditions. Our system reduces classification error rate (CER) by 20.84% and improves robustness by 37.48% (lower CER degradation) relative to the previous state-of-the-art going from clean to noisy transcripts. Improvements are also demonstrated when training the intent detection models on noisy transcripts

Confusion2vec 2.0: Enriching Ambiguous Spoken Language Representations with Subwords

Word vector representations enable machines to encode human language for spoken language understanding and processing. Confusion2vec, motivated from human speech production and perception, is a word vector representation which encodes ambiguities present in human spoken language in addition to semantics and syntactic information. Confusion2vec provides a robust spoken language representation by considering inherent human language ambiguities. In this paper, we propose a novel word vector space estimation by unsupervised learning on lattices output by an automatic speech recognition (ASR) system. We encode each word in confusion2vec vector space by its constituent subword character n-grams. We show the subword encoding helps better represent the acoustic perceptual ambiguities in human spoken language via information modeled on lattice structured ASR output. The usefulness of the proposed Confusion2vec representation is evaluated using semantic, syntactic and acoustic analogy and word similarity tasks. We also show the benefits of subword modeling for acoustic ambiguity representation on the task of spoken language intent detection. The results significantly outperform existing word vector representations when evaluated on erroneous ASR outputs. We demonstrate that Confusion2vec subword modeling eliminates the need for retraining/adapting the natural language understanding models on ASR transcripts

End-to-End Speech to Intent Prediction to improve E-commerce Customer Support Voicebot in Hindi and English

Automation of on-call customer support relies heavily on accurate and efficient speech-to-intent (S2I) systems. Building such systems using multi-component pipelines can pose various challenges because they require large annotated datasets, have higher latency, and have complex deployment. These pipelines are also prone to compounding errors. To overcome these challenges, we discuss an end-to-end (E2E) S2I model for customer support voicebot task in a bilingual setting. We show how we can solve E2E intent classification by leveraging a pre-trained automatic speech recognition (ASR) model with slight modification and fine-tuning on small annotated datasets. Experimental results show that our best E2E model outperforms a conventional pipeline by a relative ~27% on the F1 score.Comment: Accepted at EMNLP 2022 Industry Trac