Adding Chit-Chat to Enhance Task-Oriented Dialogues

Kai Sun, Seungwhan Moon, Paul Crook, Stephen Roller, Becka Silvert, Bing Liu, Zhiguang Wang, Honglei Liu, Eunjoon Cho, Claire Cardie


Abstract
Existing dialogue corpora and models are typically designed under two disjoint motives: while task-oriented systems focus on achieving functional goals (e.g., booking hotels), open-domain chatbots aim at making socially engaging conversations. In this work, we propose to integrate both types of systems by Adding Chit-Chat to ENhance Task-ORiented dialogues (ACCENTOR), with the goal of making virtual assistant conversations more engaging and interactive. Specifically, we propose a Human <-> AI collaborative data collection approach for generating diverse chit-chat responses to augment task-oriented dialogues with minimal annotation effort. We then present our new chit-chat-based annotations to 23.8K dialogues from two popular task-oriented datasets (Schema-Guided Dialogue and MultiWOZ 2.1) and demonstrate their advantage over the originals via human evaluation. Lastly, we propose three new models for adding chit-chat to task-oriented dialogues, explicitly trained to predict user goals and to generate contextually relevant chit-chat responses. Automatic and human evaluations show that, compared with the state-of-the-art task-oriented baseline, our models can code-switch between task and chit-chat to be more engaging, interesting, knowledgeable, and humanlike, while maintaining competitive task performance.
Anthology ID:
2021.naacl-main.124
Volume:
Proceedings of the 2021 Conference of the North American Chapter of the Association for Computational Linguistics: Human Language Technologies
Month:
June
Year:
2021
Address:
Online
Venue:
NAACL
SIG:
Publisher:
Association for Computational Linguistics
Note:
Pages:
1570–1583
Language:
URL:
https://aclanthology.org/2021.naacl-main.124
DOI:
10.18653/v1/2021.naacl-main.124
Bibkey:
Cite (ACL):
Kai Sun, Seungwhan Moon, Paul Crook, Stephen Roller, Becka Silvert, Bing Liu, Zhiguang Wang, Honglei Liu, Eunjoon Cho, and Claire Cardie. 2021. Adding Chit-Chat to Enhance Task-Oriented Dialogues. In Proceedings of the 2021 Conference of the North American Chapter of the Association for Computational Linguistics: Human Language Technologies, pages 1570–1583, Online. Association for Computational Linguistics.
Cite (Informal):
Adding Chit-Chat to Enhance Task-Oriented Dialogues (Sun et al., NAACL 2021)
Copy Citation:
PDF:
https://preview.aclanthology.org/auto-file-uploads/2021.naacl-main.124.pdf
Video:
 https://preview.aclanthology.org/auto-file-uploads/2021.naacl-main.124.mp4
Data
SGD