With the ever-increasing demands on Question Answering (QA) systems for IT operations and maintenance, an efficient and supervised fine-tunable framework is necessary to ensure the data security, private deployment and continuous upgrading. Although Large Language Models (LLMs) have notably improved the open-domain QA’s performance, how to efficiently handle enterprise-exclusive corpora and build domain-specific QA systems are still less-studied for industrial applications. In this paper, we propose a general and comprehensive framework based on Retrieval Augmented Generation (RAG) and facilitate the whole business process of establishing QA systems for IT operations and maintenance. In accordance with the prevailing RAG method, our proposed framework, named with RAG4ITOps, composes of two major stages: (1) Models Fine-tuning & Data Vectorization, and (2) Online QA System Process. At the Stage 1, we leverage a contrastive learning method with two negative sampling strategies to fine-tune the embedding model, and design the instruction templates to fine-tune the LLM with a Retrieval Augmented Fine-Tuning method. At the Stage 2, an efficient process of QA system is built for serving. We collect enterprise-exclusive corpora from the domain of cloud computing, and the extensive experiments show that our method achieves superior results than counterparts on two kinds of QA tasks. Our experiment also provide a case for applying the RAG4ITOps to real-world enterprise-level applications.

In document-level event extraction (DEE) task, event arguments always scatter across sentences (across-sentence issue) and multipleevents may lie in one document (multi-event issue). In this paper, we argue that the relation information of event arguments is of greatsignificance for addressing the above two issues, and propose a new DEE framework which can model the relation dependencies, calledRelation-augmented Document-level Event Extraction (ReDEE). More specifically, this framework features a novel and tailored transformer,named as Relation-augmented Attention Transformer (RAAT). RAAT is scalable to capture multi-scale and multi-amount argument relations. To further leverage relation information, we introduce a separate event relation prediction task and adopt multi-task learning method to explicitly enhance event extraction performance. Extensive experiments demonstrate the effectiveness of the proposed method, which can achieve state-of-the-art performance on two public datasets. Our code is available at https://github.com/TencentYoutuResearch/RAAT.

Recent language generative models are mostly trained on large-scale datasets, while in some real scenarios, the training datasets are often expensive to obtain and would be small-scale. In this paper we investigate the challenging task of less-data constrained generation, especially when the generated news headlines are short yet expected by readers to keep readable and informative simultaneously. We highlight the key information modeling task and propose a novel duality fine-tuning method by formally defining the probabilistic duality constraints between key information prediction and headline generation tasks. The proposed method can capture more information from limited data, build connections between separate tasks, and is suitable for less-data constrained generation tasks. Furthermore, the method can leverage various pre-trained generative regimes, e.g., autoregressive and encoder-decoder models. We conduct extensive experiments to demonstrate that our method is effective and efficient to achieve improved performance in terms of language modeling metric and informativeness correctness metric on two public datasets.

Currently, human-bot symbiosis dialog systems, e.g. pre- and after-sales in E-commerce, are ubiquitous, and the dialog routing component is essential to improve the overall efficiency, reduce human resource cost and increase user experience. To satisfy this requirement, existing methods are mostly heuristic and cannot obtain high-quality performance. In this paper, we investigate the important problem by thoroughly mining both the data-to-task and task-to-task knowledge among various kinds of dialog data. To achieve the above target, we propose a comprehensive and general solution with multi-task learning framework, specifically including a novel dialog encoder and two tailored gated mechanism modules. The proposed Gated Mechanism enhanced Multi-task Model (G3M) can play the role of hierarchical information filtering and is non-invasive to the existing dialog systems. Experiments on two datasets collected from the real world demonstrate our method’s effectiveness and the results achieve the state-of-the-art performance by relatively increasing 8.7%/11.8% on RMSE metric and 2.2%/4.4% on F1 metric.

In online customer service applications, multiple chatbots that are specialized in various topics are typically developed separately and are then merged with other human agents to a single platform, presenting to the users with a unified interface. Ideally the conversation can be transparently transferred between different sources of customer support so that domain-specific questions can be answered timely and this is what we coined as a Bot-Agent symbiosis. Conversation transition is a major challenge in such online customer service and our work formalises the challenge as two core problems, namely, when to transfer and which bot or agent to transfer to and introduces a deep neural networks based approach that addresses these problems. Inspired by the net promoter score (NPS), our research reveals how the problems can be effectively solved by providing user feedback and developing deep neural networks that predict the conversation category distribution and the NPS of the dialogues. Experiments on realistic data generated from an online service support platform demonstrate that the proposed approach outperforms state-of-the-art methods and shows promising perspective for transparent conversation transition.

Learning an efficient manager of dialogue agent from data with little manual intervention is important, especially for goal-oriented dialogues. However, existing methods either take too many manual efforts (e.g. reinforcement learning methods) or cannot guarantee the dialogue efficiency (e.g. sequence-to-sequence methods). In this paper, we address this problem by proposing a novel end-to-end learning model to train a dialogue agent that can look ahead for several future turns and generate an optimal response to make the dialogue efficient. Our method is data-driven and does not require too much manual work for intervention during system design. We evaluate our method on two datasets of different scenarios and the experimental results demonstrate the efficiency of our model.

Recent years have witnessed the proliferation of Massive Open Online Courses (MOOCs). With massive learners being offered MOOCs, there is a demand that the forum contents within MOOCs need to be classified in order to facilitate both learners and instructors. Therefore we investigate a significant application, which is to associate forum threads to subtitles of video clips. This task can be regarded as a document ranking problem, and the key is how to learn a distinguishable text representation from word sequences and learners’ behavior sequences. In this paper, we propose a novel cascade model, which can capture both the latent semantics and latent similarity by modeling MOOC data. Experimental results on two real-world datasets demonstrate that our textual representation outperforms state-of-the-art unsupervised counterparts for the application.