Addressee recognition aims to identify addressees in multi-party conversations. While state-of-the-art addressee recognition models have achieved promising performance, they still suffer from the issue of robustness when applied in real-world scenes. When exposed to a noisy environment, these models regard the noise as input and identify the addressee in a pre-given addressee closed set, while the addressees of the noise do not belong to this closed set, thus leading to the wrong identification of addressee. To this end, we propose a Robust Addressee Recognition (RAR) method, which discrete the addressees into a character codebook, making it able to represent open set addressees and robust in a noisy environment. Experimental results show that the introduction of the addressee character codebook helps to represent the open set addressees and highly improves the robustness of addressee recognition even if the input is noise.

In order to better understand the reason behind model behaviors (i.e., making predictions), most recent works have exploited generative models to provide complementary explanations. However, existing approaches in NLP mainly focus on “WHY A” rather than contrastive “WHY A NOT B”, which is shown to be able to better distinguish confusing candidates and improve data efficiency in other research fields. In this paper, we focus on generating contrastive explanations with counterfactual examples in NLI and propose a novel Knowledge-Aware Contrastive Explanation generation framework (KACE).Specifically, we first identify rationales (i.e., key phrases) from input sentences, and use them as key perturbations for generating counterfactual examples. After obtaining qualified counterfactual examples, we take them along with original examples and external knowledge as input, and employ a knowledge-aware generative pre-trained language model to generate contrastive explanations. Experimental results show that contrastive explanations are beneficial to fit the scenarios by clarifying the difference between the predicted answer and other possible wrong ones. Moreover, we train an NLI model enhanced with contrastive explanations and achieves an accuracy of 91.9% on SNLI, gaining improvements of 5.7% against ETPA (“Explain-Then-Predict-Attention”) and 0.6% against NILE (“WHY A”).

User satisfaction estimation in the dialogue-based customer service is critical not only for helping developers find the system defects, but also making it possible to get timely human intervention for dissatisfied customers. In this paper, we investigate the problem of user satisfaction estimation in E-commerce customer service. In order to apply the estimator to online services for timely human intervention, we need to estimate the satisfaction score at each turn. However, in actual scenario we can only collect the satisfaction labels for the whole dialogue sessions via user feedback. To this end, we formalize the turn-level satisfaction estimation as a reinforcement learning problem, in which the model can be optimized with only session-level satisfaction labels. We conduct experiments on the dataset collected from a commercial customer service system, and compare our model with the supervised learning models. Extensive experiments show that the proposed method outperforms all the baseline models.

E-commerce has grown substantially over the last several years, and chatbots for intelligent customer service are concurrently drawing attention. We presented AliMe Assist, a Chinese intelligent assistant designed for creating an innovative online shopping experience in E-commerce. Based on question answering (QA), AliMe Assist offers assistance service, customer service, and chatting service. According to the survey of user studies and the real online testing, emotional comfort of customers’ negative emotions, which make up more than 5% of whole number of customer visits on AliMe, is a key point for providing considerate service. In this paper, we propose a framework to obtain proper answer to customers’ emotional questions. The framework takes emotion classification model as a core, and final answer selection is based on topic classification and text matching. Our experiments on real online systems show that the framework is very promising.

In order to facilitate natural language understanding, the key is to engage commonsense or background knowledge. However, how to engage commonsense effectively in question answering systems is still under exploration in both research academia and industry. In this paper, we propose a novel question-answering method by integrating multiple knowledge sources, i.e. ConceptNet, Wikipedia, and the Cambridge Dictionary, to boost the performance. More concretely, we first introduce a novel graph-based iterative knowledge retrieval module, which iteratively retrieves concepts and entities related to the given question and its choices from multiple knowledge sources. Afterward, we use a pre-trained language model to encode the question, retrieved knowledge and choices, and propose an answer choice-aware attention mechanism to fuse all hidden representations of the previous modules. Finally, the linear classifier for specific tasks is used to predict the answer. Experimental results on the CommonsenseQA dataset show that our method significantly outperforms other competitive methods and achieves the new state-of-the-art. In addition, further ablation studies demonstrate the effectiveness of our graph-based iterative knowledge retrieval module and the answer choice-aware attention module in retrieving and synthesizing background knowledge from multiple knowledge sources.

How to incorporate external knowledge into a neural dialogue model is critically important for dialogue systems to behave like real humans. To handle this problem, memory networks are usually a great choice and a promising way. However, existing memory networks do not perform well when leveraging heterogeneous information from different sources. In this paper, we propose a novel and versatile external memory networks called Heterogeneous Memory Networks (HMNs), to simultaneously utilize user utterances, dialogue history and background knowledge tuples. In our method, historical sequential dialogues are encoded and stored into the context-aware memory enhanced by gating mechanism while grounding knowledge tuples are encoded and stored into the context-free memory. During decoding, the decoder augmented with HMNs recurrently selects each word in one response utterance from these two memories and a general vocabulary. Experimental results on multiple real-world datasets show that HMNs significantly outperform the state-of-the-art data-driven task-oriented dialogue models in most domains.

In this paper, we present a fast and strong neural approach for general purpose text matching applications. We explore what is sufficient to build a fast and well-performed text matching model and propose to keep three key features available for inter-sequence alignment: original point-wise features, previous aligned features, and contextual features while simplifying all the remaining components. We conduct experiments on four well-studied benchmark datasets across tasks of natural language inference, paraphrase identification and answer selection. The performance of our model is on par with the state-of-the-art on all datasets with much fewer parameters and the inference speed is at least 6 times faster compared with similarly performed ones.

Existing approaches to neural machine translation are typically autoregressive models. While these models attain state-of-the-art translation quality, they are suffering from low parallelizability and thus slow at decoding long sequences. In this paper, we propose a novel model for fast sequence generation — the semi-autoregressive Transformer (SAT). The SAT keeps the autoregressive property in global but relieves in local and thus are able to produce multiple successive words in parallel at each time step. Experiments conducted on English-German and Chinese-English translation tasks show that the SAT achieves a good balance between translation quality and decoding speed. On WMT’14 English-German translation, the SAT achieves 5.58× speedup while maintaining 88% translation quality, significantly better than the previous non-autoregressive methods. When produces two words at each time step, the SAT is almost lossless (only 1% degeneration in BLEU score).

In the era of big data, focused analysis for diverse topics with a short response time becomes an urgent demand. As a fundamental task, information filtering therefore becomes a critical necessity. In this paper, we propose a novel deep relevance model for zero-shot document filtering, named DAZER. DAZER estimates the relevance between a document and a category by taking a small set of seed words relevant to the category. With pre-trained word embeddings from a large external corpus, DAZER is devised to extract the relevance signals by modeling the hidden feature interactions in the word embedding space. The relevance signals are extracted through a gated convolutional process. The gate mechanism controls which convolution filters output the relevance signals in a category dependent manner. Experiments on two document collections of two different tasks (i.e., topic categorization and sentiment analysis) demonstrate that DAZER significantly outperforms the existing alternative solutions, including the state-of-the-art deep relevance ranking models.

Building multi-turn information-seeking conversation systems is an important and challenging research topic. Although several advanced neural text matching models have been proposed for this task, they are generally not efficient for industrial applications. Furthermore, they rely on a large amount of labeled data, which may not be available in real-world applications. To alleviate these problems, we study transfer learning for multi-turn information seeking conversations in this paper. We first propose an efficient and effective multi-turn conversation model based on convolutional neural networks. After that, we extend our model to adapt the knowledge learned from a resource-rich domain to enhance the performance. Finally, we deployed our model in an industrial chatbot called AliMe Assist and observed a significant improvement over the existing online model.

We propose AliMe Chat, an open-domain chatbot engine that integrates the joint results of Information Retrieval (IR) and Sequence to Sequence (Seq2Seq) based generation models. AliMe Chat uses an attentive Seq2Seq based rerank model to optimize the joint results. Extensive experiments show our engine outperforms both IR and generation based models. We launch AliMe Chat for a real-world industrial application and observe better results than another public chatbot.