Gated Mechanism Enhanced Multi-Task Learning for Dialog Routing

Ziming Huang, Zhuoxuan Jiang, Ke Wang, Juntao Li, Shanshan Feng, Xian-Ling Mao


Abstract
Currently, human-bot symbiosis dialog systems, e.g. pre- and after-sales in E-commerce, are ubiquitous, and the dialog routing component is essential to improve the overall efficiency, reduce human resource cost and increase user experience. To satisfy this requirement, existing methods are mostly heuristic and cannot obtain high-quality performance. In this paper, we investigate the important problem by thoroughly mining both the data-to-task and task-to-task knowledge among various kinds of dialog data. To achieve the above target, we propose a comprehensive and general solution with multi-task learning framework, specifically including a novel dialog encoder and two tailored gated mechanism modules. The proposed Gated Mechanism enhanced Multi-task Model (G3M) can play the role of hierarchical information filtering and is non-invasive to the existing dialog systems. Experiments on two datasets collected from the real world demonstrate our method’s effectiveness and the results achieve the state-of-the-art performance by relatively increasing 8.7%/11.8% on RMSE metric and 2.2%/4.4% on F1 metric.
Anthology ID:
2022.coling-1.271
Volume:
Proceedings of the 29th International Conference on Computational Linguistics
Month:
October
Year:
2022
Address:
Gyeongju, Republic of Korea
Venue:
COLING
SIG:
Publisher:
International Committee on Computational Linguistics
Note:
Pages:
3064–3073
Language:
URL:
https://aclanthology.org/2022.coling-1.271
DOI:
Bibkey:
Cite (ACL):
Ziming Huang, Zhuoxuan Jiang, Ke Wang, Juntao Li, Shanshan Feng, and Xian-Ling Mao. 2022. Gated Mechanism Enhanced Multi-Task Learning for Dialog Routing. In Proceedings of the 29th International Conference on Computational Linguistics, pages 3064–3073, Gyeongju, Republic of Korea. International Committee on Computational Linguistics.
Cite (Informal):
Gated Mechanism Enhanced Multi-Task Learning for Dialog Routing (Huang et al., COLING 2022)
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PDF:
https://aclanthology.org/2022.coling-1.271.pdf