@inproceedings{zhong-etal-2022-cem,
title = "{CEM}: Machine-Human Chatting Handoff via Causal-Enhance Module",
author = "Zhong, Shanshan and
Qin, Jinghui and
Huang, Zhongzhan and
Li, Daifeng",
editor = "Goldberg, Yoav and
Kozareva, Zornitsa and
Zhang, Yue",
booktitle = "Proceedings of the 2022 Conference on Empirical Methods in Natural Language Processing",
month = dec,
year = "2022",
address = "Abu Dhabi, United Arab Emirates",
publisher = "Association for Computational Linguistics",
url = "https://aclanthology.org/2022.emnlp-main.213",
doi = "10.18653/v1/2022.emnlp-main.213",
pages = "3242--3253",
abstract = "Aiming to ensure chatbot quality by predicting chatbot failure and enabling human-agent collaboration, Machine-Human Chatting Handoff (MHCH) has attracted lots of attention from both industry and academia in recent years. However, most existing methods mainly focus on the dialogue context or assist with global satisfaction prediction based on multi-task learning, which ignore the grounded relationships among the causal variables, like the user state and labor cost. These variables are significantly associated with handoff decisions, resulting in prediction bias and cost increasement. Therefore, we propose Causal-Enhance Module (CEM) by establishing the causal graph of MHCH based on these two variables, which is a simple yet effective module and can be easy to plug into the existing MHCH methods. For the impact of users, we use the user state to correct the prediction bias according to the causal relationship of multi-task. For the labor cost, we train an auxiliary cost simulator to calculate unbiased labor cost through counterfactual learning so that a model becomes cost-aware.Extensive experiments conducted on four real-world benchmarks demonstrate the effectiveness of CEM in generally improving the performance of existing MHCH methods without any elaborated model crafting.",
}
<?xml version="1.0" encoding="UTF-8"?>
<modsCollection xmlns="http://www.loc.gov/mods/v3">
<mods ID="zhong-etal-2022-cem">
<titleInfo>
<title>CEM: Machine-Human Chatting Handoff via Causal-Enhance Module</title>
</titleInfo>
<name type="personal">
<namePart type="given">Shanshan</namePart>
<namePart type="family">Zhong</namePart>
<role>
<roleTerm authority="marcrelator" type="text">author</roleTerm>
</role>
</name>
<name type="personal">
<namePart type="given">Jinghui</namePart>
<namePart type="family">Qin</namePart>
<role>
<roleTerm authority="marcrelator" type="text">author</roleTerm>
</role>
</name>
<name type="personal">
<namePart type="given">Zhongzhan</namePart>
<namePart type="family">Huang</namePart>
<role>
<roleTerm authority="marcrelator" type="text">author</roleTerm>
</role>
</name>
<name type="personal">
<namePart type="given">Daifeng</namePart>
<namePart type="family">Li</namePart>
<role>
<roleTerm authority="marcrelator" type="text">author</roleTerm>
</role>
</name>
<originInfo>
<dateIssued>2022-12</dateIssued>
</originInfo>
<typeOfResource>text</typeOfResource>
<relatedItem type="host">
<titleInfo>
<title>Proceedings of the 2022 Conference on Empirical Methods in Natural Language Processing</title>
</titleInfo>
<name type="personal">
<namePart type="given">Yoav</namePart>
<namePart type="family">Goldberg</namePart>
<role>
<roleTerm authority="marcrelator" type="text">editor</roleTerm>
</role>
</name>
<name type="personal">
<namePart type="given">Zornitsa</namePart>
<namePart type="family">Kozareva</namePart>
<role>
<roleTerm authority="marcrelator" type="text">editor</roleTerm>
</role>
</name>
<name type="personal">
<namePart type="given">Yue</namePart>
<namePart type="family">Zhang</namePart>
<role>
<roleTerm authority="marcrelator" type="text">editor</roleTerm>
</role>
</name>
<originInfo>
<publisher>Association for Computational Linguistics</publisher>
<place>
<placeTerm type="text">Abu Dhabi, United Arab Emirates</placeTerm>
</place>
</originInfo>
<genre authority="marcgt">conference publication</genre>
</relatedItem>
<abstract>Aiming to ensure chatbot quality by predicting chatbot failure and enabling human-agent collaboration, Machine-Human Chatting Handoff (MHCH) has attracted lots of attention from both industry and academia in recent years. However, most existing methods mainly focus on the dialogue context or assist with global satisfaction prediction based on multi-task learning, which ignore the grounded relationships among the causal variables, like the user state and labor cost. These variables are significantly associated with handoff decisions, resulting in prediction bias and cost increasement. Therefore, we propose Causal-Enhance Module (CEM) by establishing the causal graph of MHCH based on these two variables, which is a simple yet effective module and can be easy to plug into the existing MHCH methods. For the impact of users, we use the user state to correct the prediction bias according to the causal relationship of multi-task. For the labor cost, we train an auxiliary cost simulator to calculate unbiased labor cost through counterfactual learning so that a model becomes cost-aware.Extensive experiments conducted on four real-world benchmarks demonstrate the effectiveness of CEM in generally improving the performance of existing MHCH methods without any elaborated model crafting.</abstract>
<identifier type="citekey">zhong-etal-2022-cem</identifier>
<identifier type="doi">10.18653/v1/2022.emnlp-main.213</identifier>
<location>
<url>https://aclanthology.org/2022.emnlp-main.213</url>
</location>
<part>
<date>2022-12</date>
<extent unit="page">
<start>3242</start>
<end>3253</end>
</extent>
</part>
</mods>
</modsCollection>
%0 Conference Proceedings
%T CEM: Machine-Human Chatting Handoff via Causal-Enhance Module
%A Zhong, Shanshan
%A Qin, Jinghui
%A Huang, Zhongzhan
%A Li, Daifeng
%Y Goldberg, Yoav
%Y Kozareva, Zornitsa
%Y Zhang, Yue
%S Proceedings of the 2022 Conference on Empirical Methods in Natural Language Processing
%D 2022
%8 December
%I Association for Computational Linguistics
%C Abu Dhabi, United Arab Emirates
%F zhong-etal-2022-cem
%X Aiming to ensure chatbot quality by predicting chatbot failure and enabling human-agent collaboration, Machine-Human Chatting Handoff (MHCH) has attracted lots of attention from both industry and academia in recent years. However, most existing methods mainly focus on the dialogue context or assist with global satisfaction prediction based on multi-task learning, which ignore the grounded relationships among the causal variables, like the user state and labor cost. These variables are significantly associated with handoff decisions, resulting in prediction bias and cost increasement. Therefore, we propose Causal-Enhance Module (CEM) by establishing the causal graph of MHCH based on these two variables, which is a simple yet effective module and can be easy to plug into the existing MHCH methods. For the impact of users, we use the user state to correct the prediction bias according to the causal relationship of multi-task. For the labor cost, we train an auxiliary cost simulator to calculate unbiased labor cost through counterfactual learning so that a model becomes cost-aware.Extensive experiments conducted on four real-world benchmarks demonstrate the effectiveness of CEM in generally improving the performance of existing MHCH methods without any elaborated model crafting.
%R 10.18653/v1/2022.emnlp-main.213
%U https://aclanthology.org/2022.emnlp-main.213
%U https://doi.org/10.18653/v1/2022.emnlp-main.213
%P 3242-3253
Markdown (Informal)
[CEM: Machine-Human Chatting Handoff via Causal-Enhance Module](https://aclanthology.org/2022.emnlp-main.213) (Zhong et al., EMNLP 2022)
ACL
- Shanshan Zhong, Jinghui Qin, Zhongzhan Huang, and Daifeng Li. 2022. CEM: Machine-Human Chatting Handoff via Causal-Enhance Module. In Proceedings of the 2022 Conference on Empirical Methods in Natural Language Processing, pages 3242–3253, Abu Dhabi, United Arab Emirates. Association for Computational Linguistics.