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.

The rapidly growing market demand for automatic dialogue agents capable of goal-oriented behavior has caused many tech-industry leaders to invest considerable efforts into task-oriented dialog systems. The success of these systems is highly dependent on the accuracy of their intent identification – the process of deducing the goal or meaning of the user’s request and mapping it to one of the known intents for further processing. Gaining insights into unrecognized utterances – user requests the systems fails to attribute to a known intent – is therefore a key process in continuous improvement of goal-oriented dialog systems. We present an end-to-end pipeline for processing unrecognized user utterances, deployed in a real-world, commercial task-oriented dialog system, including a specifically-tailored clustering algorithm, a novel approach to cluster representative extraction, and cluster naming. We evaluated the proposed components, demonstrating their benefits in the analysis of unrecognized user requests.

In this paper we present the Exemplar Encoder-Decoder network (EED), a novel conversation model that learns to utilize similar examples from training data to generate responses. Similar conversation examples (context-response pairs) from training data are retrieved using a traditional TF-IDF based retrieval model and the corresponding responses are used by our decoder to generate the ground truth response. The contribution of each retrieved response is weighed by the similarity of corresponding context with the input context. As a result, our model learns to assign higher similarity scores to those retrieved contexts whose responses are crucial for generating the final response. We present detailed experiments on two large data sets and we find that our method out-performs state of the art sequence to sequence generative models on several recently proposed evaluation metrics.

An interactive Question Answering (QA) system frequently encounters non-sentential (incomplete) questions. These non-sentential questions may not make sense to the system when a user asks them without the context of conversation. The system thus needs to take into account the conversation context to process the question. In this work, we present a recurrent neural network (RNN) based encoder decoder network that can generate a complete (intended) question, given an incomplete question and conversation context. RNN encoder decoder networks have been show to work well when trained on a parallel corpus with millions of sentences, however it is extremely hard to obtain conversation data of this magnitude. We therefore propose to decompose the original problem into two separate simplified problems where each problem focuses on an abstraction. Specifically, we train a semantic sequence model to learn semantic patterns, and a syntactic sequence model to learn linguistic patterns. We further combine syntactic and semantic sequence models to generate an ensemble model. Our model achieves a BLEU score of 30.15 as compared to 18.54 using a standard RNN encoder decoder model.