A major concern in using deep learning based generative models for document-grounded dialogs is the potential generation of responses that are not faithful to the underlying document. Existing automated metrics used for evaluating the faithfulness of response with respect to the grounding document measure the degree of similarity between the generated response and the document’s content. However, these automated metrics are far from being well aligned with human judgments. Therefore, to improve the measurement of faithfulness, we propose a new metric that utilizes (Conditional) Point-wise Mutual Information (PMI) between the generated response and the source document, conditioned on the dialogue. PMI quantifies the extent to which the document influences the generated response – with a higher PMI indicating a more faithful response. We build upon this idea to create a new decoding technique that incorporates PMI into the response generation process to predict more faithful responses. Our experiments on the BEGIN benchmark demonstrate an improved correlation of our metric with human evaluation. We also show that our decoding technique is effective in generating more faithful responses when compared to standard decoding techniques on a set of publicly available document-grounded dialog datasets.

Collecting data for training dialog systems can be extremely expensive due to the involvement of human participants and the need for extensive annotation. Especially in document-grounded dialog systems, human experts need to carefully read the unstructured documents to answer the users’ questions. As a result, existing document-grounded dialog datasets are relatively small-scale and obstruct the effective training of dialogue systems. In this paper, we propose an automatic data augmentation technique grounded on documents through a generative dialogue model. The dialogue model consists of a user bot and agent bot that can synthesize diverse dialogues given an input document, which is then used to train a downstream model. When supplementing the original dataset, our method achieves significant improvement over traditional data augmentation methods. We also achieve great performance in the low-resource setting.

Machine reading comprehension is a challenging task especially for querying documents with deep and interconnected contexts. Transformer-based methods have shown advanced performances on this task; however, most of them still treat documents as a flat sequence of tokens. This work proposes a new Transformer-based method that reads a document as tree slices. It contains two modules for identifying more relevant text passage and the best answer span respectively, which are not only jointly trained but also jointly consulted at inference time. Our evaluation results show that our proposed method outperforms several competitive baseline approaches on two datasets from varied domains.

A frequent pattern in customer care conversations is the agents responding with appropriate webpage URLs that address users’ needs. We study the task of predicting the documents that customer care agents can use to facilitate users’ needs. We also introduce a new public dataset which supports the aforementioned problem. Using this dataset and two others, we investigate state-of-the art deep learning (DL) and information retrieval (IR) models for the task. Additionally, we analyze the practicality of such systems in terms of inference time complexity. Our show that an hybrid IR+DL approach provides the best of both worlds.

We introduce doc2dial, a new dataset of goal-oriented dialogues that are grounded in the associated documents. Inspired by how the authors compose documents for guiding end users, we first construct dialogue flows based on the content elements that corresponds to higher-level relations across text sections as well as lower-level relations between discourse units within a section. Then we present these dialogue flows to crowd contributors to create conversational utterances. The dataset includes over 4500 annotated conversations with an average of 14 turns that are grounded in over 450 documents from four domains. Compared to the prior document-grounded dialogue datasets, this dataset covers a variety of dialogue scenes in information-seeking conversations. For evaluating the versatility of the dataset, we introduce multiple dialogue modeling tasks and present baseline approaches.

Customer support agents play a crucial role as an interface between an organization and its end-users. We propose CAIRAA: Conversational Approach to Information Retrieval for Agent Assistance, to reduce the cognitive workload of support agents who engage with users through conversation systems. CAIRAA monitors an evolving conversation and recommends both responses and URLs of documents the agent can use in replies to their client. We combine traditional information retrieval (IR) approaches with more recent Deep Learning (DL) models to ensure high accuracy and efficient run-time performance in the deployed system. Here, we describe the CAIRAA system and demonstrate its effectiveness in a pilot study via a short video.

Implicit relation classification on Penn Discourse TreeBank (PDTB) 2.0 is a common benchmark task for evaluating the understanding of discourse relations. However, the lack of consistency in preprocessing and evaluation poses challenges to fair comparison of results in the literature. In this work, we highlight these inconsistencies and propose an improved evaluation protocol. Paired with this protocol, we report strong baseline results from pretrained sentence encoders, which set the new state-of-the-art for PDTB 2.0. Furthermore, this work is the first to explore fine-grained relation classification on PDTB 3.0. We expect our work to serve as a point of comparison for future work, and also as an initiative to discuss models of larger context and possible data augmentations for downstream transferability.