Abstract
Large-scale pretrained transformer models have demonstrated state-of-the-art (SOTA) performance in a variety of NLP tasks. Nowadays, numerous pretrained models are available in different model flavors and different languages, and can be easily adapted to one’s downstream task. However, only a limited number of models are available for dialogue tasks, and in particular, goal-oriented dialogue tasks. In addition, the available pretrained models are trained on general domain language, creating a mismatch between the pretraining language and the downstream domain launguage. In this contribution, we present CS-BERT, a BERT model pretrained on millions of dialogues in the customer service domain. We evaluate CS-BERT on several downstream customer service dialogue tasks, and demonstrate that our in-domain pretraining is advantageous compared to other pretrained models in both zero-shot experiments as well as in finetuning experiments, especially in a low-resource data setting.- Anthology ID:
- 2021.nlp4convai-1.13
- Volume:
- Proceedings of the 3rd Workshop on Natural Language Processing for Conversational AI
- Month:
- November
- Year:
- 2021
- Address:
- Online
- Editors:
- Alexandros Papangelis, Paweł Budzianowski, Bing Liu, Elnaz Nouri, Abhinav Rastogi, Yun-Nung Chen
- Venue:
- NLP4ConvAI
- SIG:
- Publisher:
- Association for Computational Linguistics
- Note:
- Pages:
- 130–142
- Language:
- URL:
- https://aclanthology.org/2021.nlp4convai-1.13
- DOI:
- 10.18653/v1/2021.nlp4convai-1.13
- Cite (ACL):
- Peiyao Wang, Joyce Fang, and Julia Reinspach. 2021. CS-BERT: a pretrained model for customer service dialogues. In Proceedings of the 3rd Workshop on Natural Language Processing for Conversational AI, pages 130–142, Online. Association for Computational Linguistics.
- Cite (Informal):
- CS-BERT: a pretrained model for customer service dialogues (Wang et al., NLP4ConvAI 2021)
- PDF:
- https://preview.aclanthology.org/ingest-acl-2023-videos/2021.nlp4convai-1.13.pdf