A Role-Selected Sharing Network for Joint Machine-Human Chatting Handoff and Service Satisfaction Analysis

Jiawei Liu, Kaisong Song, Yangyang Kang, Guoxiu He, Zhuoren Jiang, Changlong Sun, Wei Lu, Xiaozhong Liu


Abstract
Chatbot is increasingly thriving in different domains, however, because of unexpected discourse complexity and training data sparseness, its potential distrust hatches vital apprehension. Recently, Machine-Human Chatting Handoff (MHCH), predicting chatbot failure and enabling human-algorithm collaboration to enhance chatbot quality, has attracted increasing attention from industry and academia. In this study, we propose a novel model, Role-Selected Sharing Network (RSSN), which integrates both dialogue satisfaction estimation and handoff prediction in one multi-task learning framework. Unlike prior efforts in dialog mining, by utilizing local user satisfaction as a bridge, global satisfaction detector and handoff predictor can effectively exchange critical information. Specifically, we decouple the relation and interaction between the two tasks by the role information after the shared encoder. Extensive experiments on two public datasets demonstrate the effectiveness of our model.
Anthology ID:
2021.emnlp-main.767
Volume:
Proceedings of the 2021 Conference on Empirical Methods in Natural Language Processing
Month:
November
Year:
2021
Address:
Online and Punta Cana, Dominican Republic
Venue:
EMNLP
SIG:
Publisher:
Association for Computational Linguistics
Note:
Pages:
9731–9741
Language:
URL:
https://aclanthology.org/2021.emnlp-main.767
DOI:
10.18653/v1/2021.emnlp-main.767
Bibkey:
Cite (ACL):
Jiawei Liu, Kaisong Song, Yangyang Kang, Guoxiu He, Zhuoren Jiang, Changlong Sun, Wei Lu, and Xiaozhong Liu. 2021. A Role-Selected Sharing Network for Joint Machine-Human Chatting Handoff and Service Satisfaction Analysis. In Proceedings of the 2021 Conference on Empirical Methods in Natural Language Processing, pages 9731–9741, Online and Punta Cana, Dominican Republic. Association for Computational Linguistics.
Cite (Informal):
A Role-Selected Sharing Network for Joint Machine-Human Chatting Handoff and Service Satisfaction Analysis (Liu et al., EMNLP 2021)
Copy Citation:
PDF:
https://aclanthology.org/2021.emnlp-main.767.pdf
Code
 weijialau/rssn