Recently proposed dialogue state tracking (DST) approaches predict the dialogue state of a target turn sequentially based on the previous dialogue state. During the training time, the ground-truth previous dialogue state is utilized as the historical context. However, only the previously predicted dialogue state can be used in inference. This discrepancy might lead to error propagation, i.e., mistakes made by the model in the current turn are likely to be carried over to the following turns.To solve this problem, we propose Correctable Dialogue State Tracking (Correctable-DST). Specifically, it consists of three stages: (1) a Predictive State Simulator is exploited to generate a previously “predicted” dialogue state based on the ground-truth previous dialogue state during training; (2) a Slot Detector is proposed to determine the slots with an incorrect value in the previously “predicted” state and the slots whose values are to be updated in the current turn; (3) a State Generator takes the name of the above-selected slots as a prompt to generate the current state.Empirical results show that our approach achieves 67.51%, 68.24%, 70.30%, 71.38%, and 81.27% joint goal accuracy on MultiWOZ 2.0-2.4 datasets, respectively, and achieves a new state-of-the-art performance with significant improvements.
Due to the increasing use of service chatbots in E-commerce platforms in recent years, customer satisfaction prediction (CSP) is gaining more and more attention. CSP is dedicated to evaluating subjective customer satisfaction in conversational service and thus helps improve customer service experience. However, previous methods focus on modeling customer-chatbot interaction across different turns, which are hard to represent the important dynamic satisfaction states throughout the customer journey. In this work, we investigate the problem of satisfaction states tracking and its effects on CSP in E-commerce service chatbots. To this end, we propose a dialogue-level classification model named DialogueCSP to track satisfaction states for CSP. In particular, we explore a novel two-step interaction module to represent the dynamic satisfaction states at each turn. In order to capture dialogue-level satisfaction states for CSP, we further introduce dialogue-aware attentions to integrate historical informative cues into the interaction module. To evaluate the proposed approach, we also build a Chinese E-commerce dataset for CSP. Experiment results demonstrate that our model significantly outperforms multiple baselines, illustrating the benefits of satisfaction states tracking on CSP.
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.