Task-Oriented Dialogue (TOD) systems have become increasingly important for real-world applications, yet existing frameworks face significant challenges in handling unstructured information, providing multilingual support, and engaging proactively. We propose SMART (Scalable Multilingual Approach for a Robust TOD System), a novel TOD framework that effectively addresses these limitations. SMART combines traditional pipeline elements with modern agent-based approaches, featuring a simplified dialogue state, intelligent clarification mechanisms, and a unified natural language generation component that eliminates response redundancy. Through comprehensive evaluation on troubleshooting and medical domains, we demonstrate that SMART outperforms baseline systems across key metrics. The system’s modular approach enables efficient scaling to new languages, as demonstrated through Spanish and Arabic languages. Integration of SMART in an e-commerce store resulted in reduction in product return rates, highlighting its industry impact. Our results establish SMART as an effective approach for building robust, scalable TOD systems that meet real-world requirements.

Existing approaches to metaphor processing typically rely on local features, such as immediate lexico-syntactic contexts or information within a given sentence. However, a large body of corpus-linguistic research suggests that situational information and broader discourse properties influence metaphor production and comprehension. In this paper, we present the first neural metaphor processing architecture that models a broader discourse through the use of attention mechanisms. Our models advance the state of the art on the all POS track of the 2018 VU Amsterdam metaphor identification task. The inclusion of discourse-level information yields further significant improvements.