Currently, human-bot symbiosis dialog systems, e.g. pre- and after-sales in E-commerce, are ubiquitous, and the dialog routing component is essential to improve the overall efficiency, reduce human resource cost and increase user experience. To satisfy this requirement, existing methods are mostly heuristic and cannot obtain high-quality performance. In this paper, we investigate the important problem by thoroughly mining both the data-to-task and task-to-task knowledge among various kinds of dialog data. To achieve the above target, we propose a comprehensive and general solution with multi-task learning framework, specifically including a novel dialog encoder and two tailored gated mechanism modules. The proposed Gated Mechanism enhanced Multi-task Model (G3M) can play the role of hierarchical information filtering and is non-invasive to the existing dialog systems. Experiments on two datasets collected from the real world demonstrate our method’s effectiveness and the results achieve the state-of-the-art performance by relatively increasing 8.7%/11.8% on RMSE metric and 2.2%/4.4% on F1 metric.

In the recent advances of natural language processing, the scale of the state-of-the-art models and datasets is usually extensive, which challenges the application of sample-based explanation methods in many aspects, such as explanation interpretability, efficiency, and faithfulness. In this work, for the first time, we can improve the interpretability of explanations by allowing arbitrary text sequences as the explanation unit. On top of this, we implement a hessian-free method with a model faithfulness guarantee. Finally, to compare our method with the others, we propose a semantic-based evaluation metric that can better align with humans’ judgment of explanations than the widely adopted diagnostic or re-training measures. The empirical results on multiple real data sets demonstrate the proposed method’s superior performance to popular explanation techniques such as Influence Function or TracIn on semantic evaluation.

Learning an efficient manager of dialogue agent from data with little manual intervention is important, especially for goal-oriented dialogues. However, existing methods either take too many manual efforts (e.g. reinforcement learning methods) or cannot guarantee the dialogue efficiency (e.g. sequence-to-sequence methods). In this paper, we address this problem by proposing a novel end-to-end learning model to train a dialogue agent that can look ahead for several future turns and generate an optimal response to make the dialogue efficient. Our method is data-driven and does not require too much manual work for intervention during system design. We evaluate our method on two datasets of different scenarios and the experimental results demonstrate the efficiency of our model.