It is time-saving to build a reading assistant for customer service representations (CSRs) when reading user manuals, especially information-rich ones. Current solutions don’t fit the online custom service scenarios well due to the lack of attention to user questions and possible responses. Hence, we propose to develop a time-saving and careful reading assistant for CSRs, named CARE. It can help the CSRs quickly find proper responses from the user manuals via explicit clue chains. Specifically, each of the clue chains is formed by inferring over the user manuals, starting from the question clue aligned with the user question and ending at a possible response. To overcome the shortage of supervised data, we adopt the self-supervised strategy for model learning. The offline experiment shows that CARE is efficient in automatically inferring accurate responses from the user manual. The online experiment further demonstrates the superiority of CARE to reduce CSRs’ reading burden and keep high service quality, in particular with >35% decrease in time spent and keeping a >0.75 ICC score.

The machine reading comprehension (MRC) of user manuals has huge potential in customer service. However, current methods have trouble answering complex questions. Therefore, we introduce the knowing-how & knowing-that task that requires the model to answer factoid-style, procedure-style, and inconsistent questions about user manuals. We resolve this task by jointly representing the sTeps and fActs in a gRAh (TARA), which supports a unified inference of various questions. Towards a systematical benchmarking study, we design a heuristic method to automatically parse user manuals into TARAs and build an annotated dataset to test the model’s ability in answering real-world questions. Empirical results demonstrate that representing user manuals as TARAs is a desired solution for the MRC of user manuals. An in-depth investigation of TARA further sheds light on the issues and broader impacts of future representations of user manuals. We hope our work can move the MRC of user manuals to a more complex and realistic stage.

Understanding debtor personas is crucial for collectors to empathize with debtors and develop more effective collection strategies. In this paper, we take the first step towards comprehensively investigating the significance of debtor personas and present a successful commercial practice on automatic debt collection agents. Specifically, we organize the debtor personas into a taxonomy and construct a persona-aware conversation dataset. Building upon it, we implement a simple yet effective persona-aware agent called PAD. After two-month online testing, PAD increases the recovery rate by 3.31% and collects an additional ~100K RMB. Our commercial practice brings inspiration to the debt collection industry by providing an effective automatic solution.

On the WikiSQL benchmark, most methods tackle the challenge of text-to-SQL with predefined sketch slots and build sophisticated sub-tasks to fill these slots. Though achieving promising results, these methods suffer from over-complex model structure. In this paper, we present a simple yet effective approach that enables auto-regressive sequence-to-sequence model to robust text-to-SQL generation. Instead of formulating the task of text-to-SQL as slot-filling, we propose to train sequence-to-sequence model with Schema-aware Denoising (SeaD), which consists of two denoising objectives that train model to either recover input or predict output from two novel erosion and shuffle noises. These model-agnostic denoising objectives act as the auxiliary tasks for structural data modeling during sequence-to-sequence generation. In addition, we propose a clause-sensitive execution guided (EG) decoding strategy to overcome the limitation of EG decoding for generative model. The experiments show that the proposed method improves the performance of sequence-to-sequence model in both schema linking and grammar correctness and establishes new state-of-the-art on WikiSQL benchmark. Our work indicates that the capacity of sequence-to-sequence model for text-to-SQL may have been under-estimated and could be enhanced by specialized denoising task.

Although explainable artificial intelligence (XAI) has achieved remarkable developments in recent years, there are few efforts have been devoted to the following problems, namely, i) how to develop an explainable method that could explain the black-box in a model-agnostic way? and ii) how to improve the performance and interpretability of the black-box using such explanations instead of pre-collected important attributions? To explore the potential solution, we propose a model-agnostic explanation method termed as Sparse Contrastive Coding (SCC) and verify its effectiveness in text classification and natural language inference. In brief, SCC explains the feature attributions which characterize the importance of words based on the hidden states of each layer of the model. With such word-level explainability, SCC adaptively divides the input sentences into foregrounds and backgrounds in terms of task relevance. Through maximizing the similarity between the foregrounds and input sentences while minimizing the similarity between the backgrounds and input sentences, SSC employs a supervised contrastive learning loss to boost the interpretability and performance of the model. Extensive experiments show the superiority of our method over five state-of-the-art methods in terms of interpretability and classification measurements. The code is available at https://pengxi.me.

Human language understanding operates at multiple levels of granularity (e.g., words, phrases, and sentences) with increasing levels of abstraction that can be hierarchically combined. However, existing deep models with stacked layers do not explicitly model any sort of hierarchical process. In this paper, we propose a recursive Transformer model based on differentiable CKY style binary trees to emulate this composition process, and we extend the bidirectional language model pre-training objective to this architecture, attempting to predict each word given its left and right abstraction nodes. To scale up our approach, we also introduce an efficient pruning and growing algorithm to reduce the time complexity and enable encoding in linear time. Experimental results on language modeling and unsupervised parsing show the effectiveness of our approach.

Recent years have witnessed substantial progress in the development of neural ranking networks, but also an increasingly heavy computational burden due to growing numbers of parameters and the adoption of model ensembles. Knowledge Distillation (KD) is a common solution to balance the effectiveness and efficiency. However, it is not straightforward to apply KD to ranking problems. Ranking Distillation (RD) has been proposed to address this issue, but only shows effectiveness on recommendation tasks. We present a novel two-stage distillation method for ranking problems that allows a smaller student model to be trained while benefitting from the better performance of the teacher model, providing better control of the inference latency and computational burden. We design a novel BERT-based ranking model structure for list-wise ranking to serve as our student model. All ranking candidates are fed to the BERT model simultaneously, such that the self-attention mechanism can enable joint inference to rank the document list. Our experiments confirm the advantages of our method, not just with regard to the inference latency but also in terms of higher-quality rankings compared to the original teacher model.

Coping with ambiguous questions has been a perennial problem in real-world dialogue systems. Although clarification by asking questions is a common form of human interaction, it is hard to define appropriate questions to elicit more specific intents from a user. In this work, we propose a reinforcement model to clarify ambiguous questions by suggesting refinements of the original query. We first formulate a collection partitioning problem to select a set of labels enabling us to distinguish potential unambiguous intents. We list the chosen labels as intent phrases to the user for further confirmation. The selected label along with the original user query then serves as a refined query, for which a suitable response can more easily be identified. The model is trained using reinforcement learning with a deep policy network. We evaluate our model based on real-world user clicks and demonstrate significant improvements across several different experiments.