Unlike empathetic dialogues, the system in emotional support conversations (ESC) is expected to not only convey empathy for comforting the help-seeker, but also proactively assist in exploring and addressing their problems during the conversation. In this work, we study the problem of mixed-initiative ESC where the user and system can both take the initiative in leading the conversation. Specifically, we conduct a novel analysis on mixed-initiative ESC systems with a tailor-designed schema that divides utterances into different types with speaker roles and initiative types. Four emotional support metrics are proposed to evaluate the mixed-initiative interactions. The analysis reveals the necessity and challenges of building mixed-initiative ESC systems. In the light of this, we propose a knowledge-enhanced mixed-initiative framework (KEMI) for ESC, which retrieves actual case knowledge from a large-scale mental health knowledge graph for generating mixed-initiative responses. Experimental results on two ESC datasets show the superiority of KEMI in both content-preserving evaluation and mixed initiative related analyses.

Span identification aims at identifying specific text spans from text input and classifying them into pre-defined categories. Different from previous works that merely leverage the Subordinate (SUB) relation (i.e. if a span is an instance of a certain category) to train models, this paper for the first time explores the Peer (PR) relation, which indicates that two spans are instances of the same category and share similar features. Specifically, a novel Peer Data Augmentation (PeerDA) approach is proposed which employs span pairs with the PR relation as the augmentation data for training. PeerDA has two unique advantages: (1) There are a large number of PR span pairs for augmenting the training data. (2) The augmented data can prevent the trained model from over-fitting the superficial span-category mapping by pushing the model to leverage the span semantics. Experimental results on ten datasets over four diverse tasks across seven domains demonstrate the effectiveness of PeerDA. Notably, PeerDA achieves state-of-the-art results on six of them.

Product question answering (PQA), aiming to automatically provide instant responses to customer’s questions in E-Commerce platforms, has drawn increasing attention in recent years. Compared with typical QA problems, PQA exhibits unique challenges such as the subjectivity and reliability of user-generated contents in E-commerce platforms. Therefore, various problem settings and novel methods have been proposed to capture these special characteristics. In this paper, we aim to systematically review existing research efforts on PQA. Specifically, we categorize PQA studies into four problem settings in terms of the form of provided answers. We analyze the pros and cons, as well as present existing datasets and evaluation protocols for each setting. We further summarize the most significant challenges that characterize PQA from general QA applications and discuss their corresponding solutions. Finally, we conclude this paper by providing the prospect on several future directions.

Conversational systems are envisioned to provide social support or functional service to human users via natural language interactions. Conventional conversation researches mainly focus on the responseability of the system, such as dialogue context understanding and response generation, but overlooks the design of an essential property in intelligent conversations, i.e., goal awareness. The awareness of goals means the state of not only being responsive to the users but also aware of the target conversational goal and capable of leading the conversation towards the goal, which is a significant step towards higher-level intelligence and artificial consciousness. It can not only largely improve user engagement and service efficiency in the conversation, but also empower the system to handle more complicated conversation tasks that involve strategical and motivational interactions. In this tutorial, we will introduce the recent advances on the design of agent’s awareness of goals in a wide range of conversational systems.

Generating persona consistent dialogue response is important for developing an intelligent conversational agent. Recent works typically fine-tune large-scale pre-trained models on this task by concatenating persona texts and dialogue history as a single input sequence to generate the target response. While simple and effective, our analysis shows that this popular practice is seriously affected by order sensitivity where different input orders of persona sentences significantly impact the quality and consistency of generated response, resulting in severe performance fluctuations (i.e., 29.4% on GPT2 and 83.2% on BART). To mitigate the order sensitivity problem, we propose a model-agnostic framework, ORder Insensitive Generation (ORIG), which enables dialogue models to learn robust representation under different persona orders and improve the consistency of response generation. Experiments on the Persona-Chat dataset justify the effectiveness and superiority of our method with two dominant pre-trained models (GPT2 and BART).

We study automatic Contract Clause Extraction (CCE) by modeling implicit relations in legal contracts. Existing CCE methods mostly treat contracts as plain text, creating a substantial barrier to understanding contracts of high complexity. In this work, we first comprehensively analyze the complexity issues of contracts and distill out three implicit relations commonly found in contracts, namely, 1) Long-range Context Relation that captures the correlations of distant clauses; 2) Term-Definition Relation that captures the relation between important terms with their corresponding definitions, and 3) Similar Clause Relation that captures the similarities between clauses of the same type. Then we propose a novel framework ConReader to exploit the above three relations for better contract understanding and improving CCE. Experimental results show that ConReader makes the prediction more interpretable and achieves new state-of-the-art on two CCE tasks in both conventional and zero-shot settings.

To facilitate conversational question answering (CQA) over hybrid contexts in finance, we present a new dataset, named PACIFIC. Compared with existing CQA datasets, PACIFIC exhibits three key features: (i) proactivity, (ii) numerical reasoning, and (iii) hybrid context of tables and text. A new task is defined accordingly to study Proactive Conversational Question Answering (PCQA), which combines clarification question generation and CQA. In addition, we propose a novel method, namely UniPCQA, to adapt a hybrid format of input and output content in PCQA into the Seq2Seq problem, including the reformulation of the numerical reasoning process as code generation. UniPCQA performs multi-task learning over all sub-tasks in PCQA and incorporates a simple ensemble strategy to alleviate the error propagation issue in the multi-task learning by cross-validating top-k sampled Seq2Seq outputs. We benchmark the PACIFIC dataset with extensive baselines and provide comprehensive evaluations on each sub-task of PCQA.

Despite significant progress has been achieved in text summarization, factual inconsistency in generated summaries still severely limits its practical applications. Among the key factors to ensure factual consistency, a reliable automatic evaluation metric is the first and the most crucial one. However, existing metrics either neglect the intrinsic cause of the factual inconsistency or rely on auxiliary tasks, leading to an unsatisfied correlation with human judgments or increasing the inconvenience of usage in practice. In light of these challenges, we propose a novel metric to evaluate the factual consistency in text summarization via counterfactual estimation, which formulates the causal relationship among the source document, the generated summary, and the language prior. We remove the effect of language prior, which can cause factual inconsistency, from the total causal effect on the generated summary, and provides a simple yet effective way to evaluate consistency without relying on other auxiliary tasks. We conduct a series of experiments on three public abstractive text summarization datasets, and demonstrate the advantages of the proposed metric in both improving the correlation with human judgments and the convenience of usage. The source code is available at https://github.com/xieyxclack/factual_coco.

We propose a novel Chain Guided Retriever-reader (CGR) framework to model the reasoning chain for multi-hop Science Question Answering. Our framework is capable of performing explainable reasoning without the need of any corpus-specific annotations, such as the ground-truth reasoning chain, or human-annotated entity mentions. Specifically, we first generate reasoning chains from a semantic graph constructed by Abstract Meaning Representation of retrieved evidence facts. A Chain-aware loss, concerning both local and global chain information, is also designed to enable the generated chains to serve as distant supervision signals for training the retriever, where reinforcement learning is also adopted to maximize the utility of the reasoning chains. Our framework allows the retriever to capture step-by-step clues of the entire reasoning process, which is not only shown to be effective on two challenging multi-hop Science QA tasks, namely OpenBookQA and ARC-Challenge, but also favors explainability.

Aspect-based sentiment analysis (ABSA) typically focuses on extracting aspects and predicting their sentiments on individual sentences such as customer reviews. Recently, another kind of opinion sharing platform, namely question answering (QA) forum, has received increasing popularity, which accumulates a large number of user opinions towards various aspects. This motivates us to investigate the task of ABSA on QA forums (ABSA-QA), aiming to jointly detect the discussed aspects and their sentiment polarities for a given QA pair. Unlike review sentences, a QA pair is composed of two parallel sentences, which requires interaction modeling to align the aspect mentioned in the question and the associated opinion clues in the answer. To this end, we propose a model with a specific design of cross-sentence aspect-opinion interaction modeling to address this task. The proposed method is evaluated on three real-world datasets and the results show that our model outperforms several strong baselines adopted from related state-of-the-art models.

In this work, we propose a novel and easy-to-apply data augmentation strategy, namely Bilateral Generation (BiG), with a contrastive training objective for improving the performance of ranking question answer pairs with existing labeled data. In specific, we synthesize pseudo-positive QA pairs in contrast to the original negative QA pairs with two pre-trained generation models, one for question generation, the other for answer generation, which are fine-tuned on the limited positive QA pairs from the original dataset. With the augmented dataset, we design a contrastive training objective for learning to rank question answer pairs. Experimental results on three benchmark datasets show that our method significantly improves the performance of ranking models by making full use of existing labeled data and can be easily applied to different ranking models.

Aspect-based sentiment analysis (ABSA) has been extensively studied in recent years, which typically involves four fundamental sentiment elements, including the aspect category, aspect term, opinion term, and sentiment polarity. Existing studies usually consider the detection of partial sentiment elements, instead of predicting the four elements in one shot. In this work, we introduce the Aspect Sentiment Quad Prediction (ASQP) task, aiming to jointly detect all sentiment elements in quads for a given opinionated sentence, which can reveal a more comprehensive and complete aspect-level sentiment structure. We further propose a novel Paraphrase modeling paradigm to cast the ASQP task to a paraphrase generation process. On one hand, the generation formulation allows solving ASQP in an end-to-end manner, alleviating the potential error propagation in the pipeline solution. On the other hand, the semantics of the sentiment elements can be fully exploited by learning to generate them in the natural language form. Extensive experiments on benchmark datasets show the superiority of our proposed method and the capacity of cross-task transfer with the proposed unified Paraphrase modeling framework.

Aspect-based sentiment analysis (ABSA) has received increasing attention recently. Most existing work tackles ABSA in a discriminative manner, designing various task-specific classification networks for the prediction. Despite their effectiveness, these methods ignore the rich label semantics in ABSA problems and require extensive task-specific designs. In this paper, we propose to tackle various ABSA tasks in a unified generative framework. Two types of paradigms, namely annotation-style and extraction-style modeling, are designed to enable the training process by formulating each ABSA task as a text generation problem. We conduct experiments on four ABSA tasks across multiple benchmark datasets where our proposed generative approach achieves new state-of-the-art results in almost all cases. This also validates the strong generality of the proposed framework which can be easily adapted to arbitrary ABSA task without additional task-specific model design.

Multi-turn response selection has been extensively studied and applied to many real-world applications in recent years. However, current methods typically model the interactions between multi-turn utterances and candidate responses with iterative approaches, which is not practical as the turns of conversations vary. Besides, some latent features, such as user intent and conversation topic, are under-discovered in existing works. In this work, we propose Intra-/Inter-Interaction Network (I³) with latent interaction modeling to comprehensively model multi-level interactions between the utterance context and the response. In specific, we first encode the intra- and inter-utterance interaction with the given response from both individual utterance and the overall utterance context. Then we develop a latent multi-view subspace clustering module to model the latent interaction between the utterance and response. Experimental results show that the proposed method substantially and consistently outperforms existing state-of-the-art methods on three multi-turn response selection benchmark datasets.

Product-related question answering platforms nowadays are widely employed in many E-commerce sites, providing a convenient way for potential customers to address their concerns during online shopping. However, the misinformation in the answers on those platforms poses unprecedented challenges for users to obtain reliable and truthful product information, which may even cause a commercial loss in E-commerce business. To tackle this issue, we investigate to predict the veracity of answers in this paper and introduce AnswerFact, a large scale fact checking dataset from product question answering forums. Each answer is accompanied by its veracity label and associated evidence sentences, providing a valuable testbed for evidence-based fact checking tasks in QA settings. We further propose a novel neural model with tailored evidence ranking components to handle the concerned answer veracity prediction problem. Extensive experiments are conducted with our proposed model and various existing fact checking methods, showing that our method outperforms all baselines on this task.

Question-driven summarization has been recently studied as an effective approach to summarizing the source document to produce concise but informative answers for non-factoid questions. In this work, we propose a novel question-driven abstractive summarization method, Multi-hop Selective Generator (MSG), to incorporate multi-hop reasoning into question-driven summarization and, meanwhile, provide justifications for the generated summaries. Specifically, we jointly model the relevance to the question and the interrelation among different sentences via a human-like multi-hop inference module, which captures important sentences for justifying the summarized answer. A gated selective pointer generator network with a multi-view coverage mechanism is designed to integrate diverse information from different perspectives. Experimental results show that the proposed method consistently outperforms state-of-the-art methods on two non-factoid QA datasets, namely WikiHow and PubMedQA.

Answer selection is an important but challenging task. Significant progresses have been made in domains where a large amount of labeled training data is available. However, obtaining rich annotated data is a time-consuming and expensive process, creating a substantial barrier for applying answer selection models to a new domain which has limited labeled data. In this paper, we propose Knowledge-aware Attentive Network (KAN), a transfer learning framework for cross-domain answer selection, which uses the knowledge base as a bridge to enable knowledge transfer from the source domain to the target domains. Specifically, we design a knowledge module to integrate the knowledge-based representational learning into answer selection models. The learned knowledge-based representations are shared by source and target domains, which not only leverages large amounts of cross-domain data, but also benefits from a regularization effect that leads to more general representations to help tasks in new domains. To verify the effectiveness of our model, we use SQuAD-T dataset as the source domain and three other datasets (i.e., Yahoo QA, TREC QA and InsuranceQA) as the target domains. The experimental results demonstrate that KAN has remarkable applicability and generality, and consistently outperforms the strong competitors by a noticeable margin for cross-domain answer selection.