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It is time-saving to build a reading assistant for customer service representations (CSRs) when reading user manuals, especially information-rich ones. Current solutions don't fit the online custom service scenarios well due to the lack of attention to user questions and possible responses. Hence, we propose to develop a time-saving and careful reading assistant for CSRs, named CARE. It can help the CSRs quickly find proper responses from the user manuals via explicit clue chains. Specifically, each of the clue chains is formed by inferring over the user manuals, starting from the question clue aligned with the user question and ending at a possible response. To overcome the shortage of supervised data, we adopt the self-supervised strategy for model learning. The offline experiment shows that CARE is efficient in automatically inferring accurate responses from the user manual. The online experiment further demonstrates the superiority of CARE to reduce CSRs' reading burden and keep high service quality, in particular with >35% decrease in time spent and keeping a >0.75 ICC score., Comment: Accepted to The 62nd Annual Meeting of the Association for Computational Linguistics (ACL 2024)

Preference datasets are essential for incorporating human preferences into pre-trained language models, playing a key role in the success of Reinforcement Learning from Human Feedback. However, these datasets often demonstrate conflicting alignment objectives, leading to increased vulnerability to jailbreak attacks and challenges in adapting downstream tasks to prioritize specific alignment objectives without negatively impacting others. In this work, we introduce a novel statistical metric, Alignment Dimension Conflict, to quantify the degree of conflict within preference datasets. We then present \texttt{Hummer} and its fine-grained variant, \texttt{Hummer-F}, as innovative pairwise preference datasets with reduced-conflict alignment objectives. \texttt{Hummer} is built based on UltraFeedback and is enhanced by AI feedback from GPT-4, marking as the first preference dataset aimed at reducing the competition between alignment objectives. Furthermore, we develop reward models, HummerRM and HummerRM-F, which employ a hybrid sampling approach to balance diverse alignment objectives effectively. This sampling method positions HummerRM as an ideal model for domain-specific further fine-tuning and reducing vulnerabilities to attacks.

We investigate non-collaborative dialogue agents, which are expected to engage in strategic conversations with diverse users, for securing a mutual agreement that leans favorably towards the system's objectives. This poses two main challenges for existing dialogue agents: 1) The inability to integrate user-specific characteristics into the strategic planning, and 2) The difficulty of training strategic planners that can be generalized to diverse users. To address these challenges, we propose Trip to enhance the capability in tailored strategic planning, incorporating a user-aware strategic planning module and a population-based training paradigm. Through experiments on benchmark non-collaborative dialogue tasks, we demonstrate the effectiveness of Trip in catering to diverse users., Comment: Accepted by EMNLP 2024 (Main)

The notable success of large language models (LLMs) has sparked an upsurge in building language agents to complete various complex tasks. We present AMOR, an agent framework based on open-source LLMs, which reasons with external knowledge bases and adapts to specific domains through human supervision to the reasoning process. AMOR builds reasoning logic over a finite state machine (FSM) that solves problems through autonomous executions and transitions over disentangled modules. This allows humans to provide direct feedback to the individual modules, and thus naturally forms process supervision. Based on this reasoning and feedback framework, we develop AMOR through two-stage fine-tuning: warm-up and adaptation. The former fine-tunes the LLM with examples automatically constructed from various public datasets, enabling AMOR to generalize across different knowledge environments, while the latter tailors AMOR to specific domains using process feedback. Extensive experiments across multiple domains demonstrate the advantage of AMOR to strong baselines, thanks to its FSM-based reasoning and process feedback mechanism. The code and data are publicly available at \url{https://github.com/JianGuanTHU/AMOR}., Comment: NeurIPS 2024

Existing video-language studies mainly focus on learning short video clips, leaving long-term temporal dependencies rarely explored due to over-high computational cost of modeling long videos. To address this issue, one feasible solution is learning the correspondence between video clips and captions, which however inevitably encounters the multi-granularity noisy correspondence (MNC) problem. To be specific, MNC refers to the clip-caption misalignment (coarse-grained) and frame-word misalignment (fine-grained), hindering temporal learning and video understanding. In this paper, we propose NOise Robust Temporal Optimal traNsport (Norton) that addresses MNC in a unified optimal transport (OT) framework. In brief, Norton employs video-paragraph and clip-caption contrastive losses to capture long-term dependencies based on OT. To address coarse-grained misalignment in video-paragraph contrast, Norton filters out the irrelevant clips and captions through an alignable prompt bucket and realigns asynchronous clip-caption pairs based on transport distance. To address the fine-grained misalignment, Norton incorporates a soft-maximum operator to identify crucial words and key frames. Additionally, Norton exploits the potential faulty negative samples in clip-caption contrast by rectifying the alignment target with OT assignment to ensure precise temporal modeling. Extensive experiments on video retrieval, videoQA, and action segmentation verify the effectiveness of our method. Code is available at https://lin-yijie.github.io/projects/Norton., Comment: Accepted by ICLR 2024 (oral)

Large language models (LLMs) have strong capabilities in solving diverse natural language processing tasks. However, the safety and security issues of LLM systems have become the major obstacle to their widespread application. Many studies have extensively investigated risks in LLM systems and developed the corresponding mitigation strategies. Leading-edge enterprises such as OpenAI, Google, Meta, and Anthropic have also made lots of efforts on responsible LLMs. Therefore, there is a growing need to organize the existing studies and establish comprehensive taxonomies for the community. In this paper, we delve into four essential modules of an LLM system, including an input module for receiving prompts, a language model trained on extensive corpora, a toolchain module for development and deployment, and an output module for exporting LLM-generated content. Based on this, we propose a comprehensive taxonomy, which systematically analyzes potential risks associated with each module of an LLM system and discusses the corresponding mitigation strategies. Furthermore, we review prevalent benchmarks, aiming to facilitate the risk assessment of LLM systems. We hope that this paper can help LLM participants embrace a systematic perspective to build their responsible LLM systems.

Conversational recommendation systems (CRS) aim to interactively acquire user preferences and accordingly recommend items to users. Accurately learning the dynamic user preferences is of crucial importance for CRS. Previous works learn the user preferences with pairwise relations from the interactive conversation and item knowledge, while largely ignoring the fact that factors for a relationship in CRS are multiplex. Specifically, the user likes/dislikes the items that satisfy some attributes (Like/Dislike view). Moreover social influence is another important factor that affects user preference towards the item (Social view), while is largely ignored by previous works in CRS. The user preferences from these three views are inherently different but also correlated as a whole. The user preferences from the same views should be more similar than that from different views. The user preferences from Like View should be similar to Social View while different from Dislike View. To this end, we propose a novel model, namely Multi-view Hypergraph Contrastive Policy Learning (MHCPL). Specifically, MHCPL timely chooses useful social information according to the interactive history and builds a dynamic hypergraph with three types of multiplex relations from different views. The multiplex relations in each view are successively connected according to their generation order.

The machine reading comprehension (MRC) of user manuals has huge potential in customer service. However, current methods have trouble answering complex questions. Therefore, we introduce the Knowing-how & Knowing-that task that requires the model to answer factoid-style, procedure-style, and inconsistent questions about user manuals. We resolve this task by jointly representing the steps and facts in a graph TARA, which supports a unified inference of various questions. Towards a systematical benchmarking study, we design a heuristic method to automatically parse user manuals into TARAs and build an annotated dataset to test the model's ability in answering real-world questions. Empirical results demonstrate that representing user manuals as TARAs is a desired solution for the MRC of user manuals. An in-depth investigation of TARA further sheds light on the issues and broader impacts of future representations of user manuals. We hope our work can move the MRC of user manuals to a more complex and realistic stage.

Conversational recommendation systems (CRS) aim to timely and proactively acquire user dynamic preferred attributes through conversations for item recommendation. In each turn of CRS, there naturally have two decision-making processes with different roles that influence each other: 1) director, which is to select the follow-up option (i.e., ask or recommend) that is more effective for reducing the action space and acquiring user preferences; and 2) actor, which is to accordingly choose primitive actions (i.e., asked attribute or recommended item) that satisfy user preferences and give feedback to estimate the effectiveness of the director's option. However, existing methods heavily rely on a unified decision-making module or heuristic rules, while neglecting to distinguish the roles of different decision procedures, as well as the mutual influences between them. To address this, we propose a novel Director-Actor Hierarchical Conversational Recommender (DAHCR), where the director selects the most effective option, followed by the actor accordingly choosing primitive actions that satisfy user preferences. Specifically, we develop a dynamic hypergraph to model user preferences and introduce an intrinsic motivation to train from weak supervision over the director. Finally, to alleviate the bad effect of model bias on the mutual influence between the director and actor, we model the director's option by sampling from a categorical distribution. Extensive experiments demonstrate that DAHCR outperforms state-of-the-art methods.

Most domain adaptation methods for machine reading comprehension (MRC) use a pre-trained question-answer (QA) construction model to generate pseudo QA pairs for MRC transfer. Such a process will inevitably introduce mismatched pairs (i.e., noisy correspondence) due to i) the unavailable QA pairs in target documents, and ii) the domain shift during applying the QA construction model to the target domain. Undoubtedly, the noisy correspondence will degenerate the performance of MRC, which however is neglected by existing works. To solve such an untouched problem, we propose to construct QA pairs by additionally using the dialogue related to the documents, as well as a new domain adaptation method for MRC. Specifically, we propose Robust Domain Adaptation for Machine Reading Comprehension (RMRC) method which consists of an answer extractor (AE), a question selector (QS), and an MRC model. Specifically, RMRC filters out the irrelevant answers by estimating the correlation to the document via the AE, and extracts the questions by fusing the candidate questions in multiple rounds of dialogue chats via the QS. With the extracted QA pairs, MRC is fine-tuned and provides the feedback to optimize the QS through a novel reinforced self-training method. Thanks to the optimization of the QS, our method will greatly alleviate the noisy correspondence problem caused by the domain shift. To the best of our knowledge, this could be the first study to reveal the influence of noisy correspondence in domain adaptation MRC models and show a feasible way to achieve robustness to mismatched pairs. Extensive experiments on three datasets demonstrate the effectiveness of our method.

With the development of online business, customer service agents gradually play a crucial role as an interface between the companies and their customers. Most companies spend a lot of time and effort on hiring and training customer service agents. To this end, we propose AdaCoach: A Virtual Coach for Training Customer Service Agents, to promote the ability of newly hired service agents before they get to work. AdaCoach is designed to simulate real customers who seek help and actively initiate the dialogue with the customer service agents. Besides, AdaCoach uses an automated dialogue evaluation model to score the performance of the customer agent in the training process, which can provide necessary assistance when the newly hired customer service agent encounters problems. We apply recent NLP technologies to ensure efficient run-time performance in the deployed system. To the best of our knowledge, this is the first system that trains the customer service agent through human-computer interaction. Until now, the system has already supported more than 500,000 simulation training and cultivated over 1000 qualified customer service agents., Comment: 5 pages

Context modeling plays a significant role in building multi-turn dialogue systems. In order to make full use of context information, systems can use Incomplete Utterance Rewriting(IUR) methods to simplify the multi-turn dialogue into single-turn by merging current utterance and context information into a self-contained utterance. However, previous approaches ignore the intent consistency between the original query and rewritten query. The detection of omitted or coreferred locations in the original query can be further improved. In this paper, we introduce contrastive learning and multi-task learning to jointly model the problem. Our method benefits from carefully designed self-supervised objectives, which act as auxiliary tasks to capture semantics at both sentence-level and token-level. The experiments show that our proposed model achieves state-of-the-art performance on several public datasets.

Building robust and general dialogue models for spoken conversations is challenging due to the gap in distributions of spoken and written data. This paper presents our approach to build generalized models for the Knowledge-grounded Task-oriented Dialogue Modeling on Spoken Conversations Challenge of DSTC-10. In order to mitigate the discrepancies between spoken and written text, we mainly employ extensive data augmentation strategies on written data, including artificial error injection and round-trip text-speech transformation. To train robust models for spoken conversations, we improve pre-trained language models, and apply ensemble algorithms for each sub-task. Typically, for the detection task, we fine-tune \roberta and ELECTRA, and run an error-fixing ensemble algorithm. For the selection task, we adopt a two-stage framework that consists of entity tracking and knowledge ranking, and propose a multi-task learning method to learn multi-level semantic information by domain classification and entity selection. For the generation task, we adopt a cross-validation data process to improve pre-trained generative language models, followed by a consensus decoding algorithm, which can add arbitrary features like relative \rouge metric, and tune associated feature weights toward \bleu directly. Our approach ranks third on the objective evaluation and second on the final official human evaluation.

In the Chinese medical insurance industry, the assessor's role is essential and requires significant efforts to converse with the claimant. This is a highly professional job that involves many parts, such as identifying personal information, collecting related evidence, and making a final insurance report. Due to the coronavirus (COVID-19) pandemic, the previous offline insurance assessment has to be conducted online. However, for the junior assessor often lacking practical experience, it is not easy to quickly handle such a complex online procedure, yet this is important as the insurance company needs to decide how much compensation the claimant should receive based on the assessor's feedback. In order to promote assessors' work efficiency and speed up the overall procedure, in this paper, we propose a dialogue-based information extraction system that integrates advanced NLP technologies for medical insurance assessment. With the assistance of our system, the average time cost of the procedure is reduced from 55 minutes to 35 minutes, and the total human resources cost is saved 30% compared with the previous offline procedure. Until now, the system has already served thousands of online claim cases., Comment: To be published in the Findings of ACL 2021

Human language understanding operates at multiple levels of granularity (e.g., words, phrases, and sentences) with increasing levels of abstraction that can be hierarchically combined. However, existing deep models with stacked layers do not explicitly model any sort of hierarchical process. This paper proposes a recursive Transformer model based on differentiable CKY style binary trees to emulate the composition process. We extend the bidirectional language model pre-training objective to this architecture, attempting to predict each word given its left and right abstraction nodes. To scale up our approach, we also introduce an efficient pruned tree induction algorithm to enable encoding in just a linear number of composition steps. Experimental results on language modeling and unsupervised parsing show the effectiveness of our approach., Comment: ACL-IJCNLP 2021

In text-to-SQL task, seq-to-seq models often lead to sub-optimal performance due to limitations in their architecture. In this paper, we present a simple yet effective approach that adapts transformer-based seq-to-seq model to robust text-to-SQL generation. Instead of inducing constraint to decoder or reformat the task as slot-filling, we propose to train seq-to-seq model with Schema aware Denoising (SeaD), which consists of two denoising objectives that train model to either recover input or predict output from two novel erosion and shuffle noises. These denoising objectives acts as the auxiliary tasks for better modeling the structural data in S2S generation. In addition, we improve and propose a clause-sensitive execution guided (EG) decoding strategy to overcome the limitation of EG decoding for generative model. The experiments show that the proposed method improves the performance of seq-to-seq model in both schema linking and grammar correctness and establishes new state-of-the-art on WikiSQL benchmark. The results indicate that the capacity of vanilla seq-to-seq architecture for text-to-SQL may have been under-estimated., Comment: 9 pages

Coping with ambiguous questions has been a perennial problem in real-world dialogue systems. Although clarification by asking questions is a common form of human interaction, it is hard to define appropriate questions to elicit more specific intents from a user. In this work, we propose a reinforcement model to clarify ambiguous questions by suggesting refinements of the original query. We first formulate a collection partitioning problem to select a set of labels enabling us to distinguish potential unambiguous intents. We list the chosen labels as intent phrases to the user for further confirmation. The selected label along with the original user query then serves as a refined query, for which a suitable response can more easily be identified. The model is trained using reinforcement learning with a deep policy network. We evaluate our model based on real-world user clicks and demonstrate significant improvements across several different experiments., Comment: COLING industry track

In the past decade, there has been substantial progress at training increasingly deep neural networks. Recent advances within the teacher--student training paradigm have established that information about past training updates show promise as a source of guidance during subsequent training steps. Based on this notion, in this paper, we propose Long Short-Term Sample Distillation, a novel training policy that simultaneously leverages multiple phases of the previous training process to guide the later training updates to a neural network, while efficiently proceeding in just one single generation pass. With Long Short-Term Sample Distillation, the supervision signal for each sample is decomposed into two parts: a long-term signal and a short-term one. The long-term teacher draws on snapshots from several epochs ago in order to provide steadfast guidance and to guarantee teacher--student differences, while the short-term one yields more up-to-date cues with the goal of enabling higher-quality updates. Moreover, the teachers for each sample are unique, such that, overall, the model learns from a very diverse set of teachers. Comprehensive experimental results across a range of vision and NLP tasks demonstrate the effectiveness of this new training method., Comment: published as a conference paper at AAAI 2020