Real-world sequential decision making is characterized by sparse rewards and large decision spaces, posing significant difficulty for experiential learning systems like tabula rasa reinforcement learning (RL) agents. Large Language Models (LLMs), with a wealth of world knowledge, can help RL agents learn quickly and adapt to distribution shifts. In this work, we introduce Language Guided Exploration (LGE) framework, which uses a pre-trained language model (called GUIDE ) to provide decision-level guidance to an RL agent (called EXPLORER ). We observe that on ScienceWorld (Wang et al., 2022), a challenging text environment, LGE outperforms vanilla RL agents significantly and also outperforms other sophisticated methods like Behaviour Cloning and Text Decision Transformer.

In this paper, we propose an effective deep learning framework for inducing courteous behavior in customer care responses. The interaction between a customer and the customer care representative contributes substantially to the overall customer experience. Thus it is imperative for customer care agents and chatbots engaging with humans to be personal, cordial and emphatic to ensure customer satisfaction and retention. Our system aims at automatically transforming neutral customer care responses into courteous replies. Along with stylistic transfer (of courtesy), our system ensures that responses are coherent with the conversation history, and generates courteous expressions consistent with the emotional state of the customer. Our technique is based on a reinforced pointer-generator model for the sequence to sequence task. The model is also conditioned on a hierarchically encoded and emotionally aware conversational context. We use real interactions on Twitter between customer care professionals and aggrieved customers to create a large conversational dataset having both forms of agent responses: ‘generic’ and ‘courteous’. We perform quantitative and qualitative analyses on established and task-specific metrics, both automatic and human evaluation based. Our evaluation shows that the proposed models can generate emotionally-appropriate courteous expressions while preserving the content. Experimental results also prove that our proposed approach performs better than the baseline models.