Shuangyong Song


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Sentence Segmentation and Punctuation for Ancient Books Based on Supervised In-context Training
Shiquan Wang | Weiwei Fu | Mengxiang Li | Zhongjiang He | Yongxiang Li | Ruiyu Fang | Li Guan | Shuangyong Song
Proceedings of the Third Workshop on Language Technologies for Historical and Ancient Languages (LT4HALA) @ LREC-COLING-2024

This paper describes the participation of team “TeleAI” in the third International Chinese Ancient Chinese Language Information Processing Evaluation (EvalHan24). The competition comprises a joint task of sentence segmentation and punctuation, categorized into open and closed tracks based on the models and data used. In the final evaluation, our system achieved significantly better results than the baseline. Specifically, in the closed-track sentence segmentation task, we obtained an F1 score of 0.8885, while in the sentence punctuation task, we achieved an F1 score of 0.7129.


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CCL23-Eval 任务1系统报告:基于持续预训练方法与上下文增强策略的古籍命名实体识别(System Report for CCL23-Eval Task 1:Named Entity Recognition for Ancient Books based on Continual Pre-training Method and Context Augmentation Strategy)
Shiquan Wang (士权王,) | Lingling Shi (石玲玲) | Luwen Pu (蒲璐汶) | Ruiyu Fang (方瑞玉) | Yu Zhao (宇赵,) | Shuangyong Song (宋双永)
Proceedings of the 22nd Chinese National Conference on Computational Linguistics (Volume 3: Evaluations)


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Scalable-DSC: A Structural Template Prompt Approach to Scalable Dialogue State Correction
Haoxiang Su | Hongyan Xie | Hao Huang | Shuangyong Song | Ruiyu Fang | Xiaomeng Huang | Sijie Feng
Proceedings of the 2023 Conference on Empirical Methods in Natural Language Processing

Dialogue state error correction has recently been proposed to correct wrong slot values in predicted dialogue states, thereby mitigating the error propagation problem for dialogue state tracking (DST). These approaches, though effective, are heavily intertwined with specific DST models, limiting their applicability to other DST models. To solve this problem, we propose Scalable Dialogue State Correction (Scalable-DSC), which can correct wrong slot values in the dialogue state predicted by any DST model. Specifically, we propose a Structural Template Prompt (STP) that converts predicted dialogue state from any DST models into a standardized natural language sequence as a part of the historical context, associates them with dialogue history information, and generates a corrected dialogue state sequence based on predefined template options. We further enhance Scalable-DSC by introducing two training strategies. The first employs a predictive state simulator to simulate the predicted dialogue states as the training data to enhance the generalization ability of the model. The second involves using the dialogue state predicted by DST as the training data, aiming at mitigating the inconsistent error type distribution between the training and inference. Experiments confirm that our model achieves state-of-the-art results on MultiWOZ 2.0-2.4.


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Correctable-DST: Mitigating Historical Context Mismatch between Training and Inference for Improved Dialogue State Tracking
Hongyan Xie | Haoxiang Su | Shuangyong Song | Hao Huang | Bo Zou | Kun Deng | Jianghua Lin | Zhihui Zhang | Xiaodong He
Proceedings of the 2022 Conference on Empirical Methods in Natural Language Processing

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.

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Tracking Satisfaction States for Customer Satisfaction Prediction in E-commerce Service Chatbots
Yang Sun | Liangqing Wu | Shuangyong Song | Xiaoguang Yu | Xiaodong He | Guohong Fu
Proceedings of the 29th International Conference on Computational Linguistics

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.


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An Emotional Comfort Framework for Improving User Satisfaction in E-Commerce Customer Service Chatbots
Shuangyong Song | Chao Wang | Haiqing Chen | Huan Chen
Proceedings of the 2021 Conference of the North American Chapter of the Association for Computational Linguistics: Human Language Technologies: Industry Papers

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.


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Automatic Identifying Entity Type in Linked Data
Qingliang Miao | Ruiyu Fang | Shuangyong Song | Zhongguang Zheng | Lu Fang | Yao Meng | Jun Sun
Proceedings of the 30th Pacific Asia Conference on Language, Information and Computation: Posters