Personalized recommender systems play a crucial role in direct marketing, particularly in financial services, where delivering relevant content can enhance customer engagement and promote informed decision-making. This study explores interpretable knowledge graph (KG)-based recommender systems by proposing two distinct approaches for personalized article recommendations within a multinational financial services firm. The first approach leverages Reinforcement Learning (RL) to traverse a KG constructed from both structured (tabular) and unstructured (textual) data, enabling interpretability through Path Directed Reasoning (PDR). The second approach employs the XGBoost algorithm, with post-hoc explainability techniques such as SHAP and ELI5 to enhance transparency. By integrating machine learning with automatically generated KGs, our methods not only improve recommendation accuracy but also provide interpretable insights, facilitating more informed decision-making in customer relationship management.

Persuasive dialogue requires multi-turn following and planning abilities to achieve the goal of persuading users, which is still challenging even for state-of-the-art large language models (LLMs). Previous works focus on retrieval-based models or generative models in a specific domain due to a lack of data across multiple domains. In this paper, we leverage GPT-4 to create the first multi-domain persuasive dialogue dataset DailyPersuasion. Then we propose a general method named PersuGPT to learn a persuasion model based on LLMs through intent-to-strategy reasoning, which summarizes the intent of user’s utterance and reasons next strategy to respond. Moreover, we design a simulation-based preference optimization, which utilizes a learned user model and our model to simulate next turns and estimate their rewards more accurately. Experimental results on two datasets indicate that our proposed method outperforms all baselines in terms of automatic evaluation metric Win-Rate and human evaluation. The code and data are available at https://persugpt.github.io.

Persuasive dialogue aims to persuade users to achieve some targets by conversations. While previous persuasion models have achieved notable successes, they mostly base themselves on utterance semantic matching, and an important aspect has been ignored, that is, the strategy of the conversations, for example, the agent can choose an emotional-appeal strategy to impress users. Compared with utterance semantics, conversation strategies are high-level concepts, which can be informative and provide complementary information to achieve effective persuasions. In this paper, we propose to build a persuasion model by jointly modeling the conversation semantics and strategies, where we design a BERT-like module and an auto-regressive predictor to match the semantics and strategies, respectively. Experimental results indicate that our proposed approach can significantly improve the state-of-the-art baseline by 5% on a small dataset and 37% on a large dataset in terms of Recall@1. Detailed analyses show that the auto-regressive predictor contributes most to the final performance.

Recent advances in multimodal pre-trained models have significantly improved information extraction from visually-rich documents (VrDs), in which named entity recognition (NER) is treated as a sequence-labeling task of predicting the BIO entity tags for tokens, following the typical setting of NLP. However, BIO-tagging scheme relies on the correct order of model inputs, which is not guaranteed in real-world NER on scanned VrDs where text are recognized and arranged by OCR systems. Such reading order issue hinders the accurate marking of entities by BIO-tagging scheme, making it impossible for sequence-labeling methods to predict correct named entities. To address the reading order issue, we introduce Token Path Prediction (TPP), a simple prediction head to predict entity mentions as token sequences within documents. Alternative to token classification, TPP models the document layout as a complete directed graph of tokens, and predicts token paths within the graph as entities. For better evaluation of VrD-NER systems, we also propose two revised benchmark datasets of NER on scanned documents which can reflect real-world scenarios. Experiment results demonstrate the effectiveness of our method, and suggest its potential to be a universal solution to various information extraction tasks on documents.

E-commerce has grown substantially over the last several years, and chatbots for intelligent customer service are concurrently drawing attention. We presented AliMe Assist, a Chinese intelligent assistant designed for creating an innovative online shopping experience in E-commerce. Based on question answering (QA), AliMe Assist offers assistance service, customer service, and chatting service. According to the survey of user studies and the real online testing, emotional comfort of customers’ negative emotions, which make up more than 5% of whole number of customer visits on AliMe, is a key point for providing considerate service. In this paper, we propose a framework to obtain proper answer to customers’ emotional questions. The framework takes emotion classification model as a core, and final answer selection is based on topic classification and text matching. Our experiments on real online systems show that the framework is very promising.

Query Rewriting (QR) is proposed to solve the problem of the word mismatch between queries and documents in Web search. Existing approaches usually model QR with an end-to-end sequence-to-sequence (seq2seq) model. The state-of-the-art Transformer-based models can effectively learn textual semantics from user session logs, but they often ignore users’ geographic location information that is crucial for the Point-of-Interest (POI) search of map services. In this paper, we proposed a pre-training model, called Geo-BERT, to integrate semantics and geographic information in the pre-trained representations of POIs. Firstly, we simulate POI distribution in the real world as a graph, in which nodes represent POIs and multiple geographic granularities. Then we use graph representation learning methods to get geographic representations. Finally, we train a BERT-like pre-training model with text and POIs’ graph embeddings to get an integrated representation of both geographic and semantic information, and apply it in the QR of POI search. The proposed model achieves excellent accuracy on a wide range of real-world datasets of map services.