Harvesting question-answer (QA) pairs from customer service chatlog in the wild is an efficient way to enrich the knowledge base for customer service chatbots in the cold start or continuous integration scenarios. Prior work attempts to obtain 1-to-1 QA pairs from growing customer service chatlog, which fails to integrate the incomplete utterances from the dialog context for composite QA retrieval. In this paper, we propose N-to-N QA extraction task in which the derived questions and corresponding answers might be separated across different utterances. We introduce a suite of generative/discriminative tagging based methods with end-to-end and two-stage variants that perform well on 5 customer service datasets and for the first time setup a benchmark for N-to-N DialogQAE with utterance and session level evaluation metrics. With a deep dive into extracted QA pairs, we find that the relations between and inside the QA pairs can be indicators to analyze the dialogue structure, e.g. information seeking, clarification, barge-in and elaboration. We also show that the proposed models can adapt to different domains and languages, and reduce the labor cost of knowledge accumulation in the real-world product dialogue platform.

It is a common practice for recent works in vision language cross-modal reasoning to adopt a binary or multi-choice classification formulation taking as input a set of source image(s) and textual query. In this work, we take a sober look at such an “unconditional” formulation in the sense that no prior knowledge is specified with respect to the source image(s). Inspired by the designs of both visual commonsense reasoning and natural language inference tasks, we propose a new task termed “Premise-based Multi-modal Reasoning” (PMR) where a textual premise is the background presumption on each source image. The PMR dataset contains 15,360 manually annotated samples which are created by a multi-phase crowd-sourcing process. With selected high-quality movie screenshots and human-curated premise templates from 6 pre-defined categories, we ask crowd-source workers to write one true hypothesis and three distractors (4 choices) given the premise and image through a cross-check procedure.

While interacting with chatbots, users may elicit multiple intents in a single dialogue utterance. Instead of training a dedicated multi-intent detection model, we propose DialogUSR, a dialogue utterance splitting and reformulation task that first splits multi-intent user query into several single-intent sub-queries and then recovers all the coreferred and omitted information in the sub-queries. DialogUSR can serve as a plug-in and domain-agnostic module that empowers the multi-intent detection for the deployed chatbots with minimal efforts. We collect a high-quality naturally occurring dataset that covers 23 domains with a multi-step crowd-souring procedure. To benchmark the proposed dataset, we propose multiple action-based generative models that involve end-to-end and two-stage training, and conduct in-depth analyses on the pros and cons of the proposed baselines.

The prosperity of Pretrained Language Models(PLM) has greatly promoted the development of Machine Reading Comprehension (MRC). However, these models are vulnerable and not robust to adversarial examples. In this paper, we propose Stable and Contrastive Question Answering (SCQA) to improve invariance of representation to alleviate these robustness issues. Specifically, we first construct positive example pairs which have same answer through data augmentation. Then SCQA learns enhanced representations with better alignment between positive pairs by introducing stability and contrastive loss. Experimental results show that our approach can boost the robustness of QA models cross different MRC tasks and attack sets significantly and consistently.