RSVP: Customer Intent Detection via Agent Response Contrastive and Generative Pre-Training

Yu Chien Tang, Wei Yao Wang, An Zi Yen, Wen Chih Peng

研究成果: Conference contribution同行評審

摘要

The dialogue systems in customer services have been developed with neural models to provide users with precise answers and round-the-clock support in task-oriented conversations by detecting customer intents based on their utterances. Existing intent detection approaches have highly relied on adaptively pre-training language models with large-scale datasets, yet the predominant cost of data collection may hinder their superiority. In addition, they neglect the information within the conversational responses of the agents, which have a lower collection cost, but are significant to customer intent as agents must tailor their replies based on the customers' intent. In this paper, we propose RSVP, a self-supervised framework dedicated to task-oriented dialogues, which utilizes agent responses for pre-training in a two-stage manner. Specifically, we introduce two pre-training tasks to incorporate the relations of utterance-response pairs: 1) Response Retrieval by selecting a correct response from a batch of candidates, and 2) Response Generation by mimicking agents to generate the response to a given utterance. Our benchmark results for two real-world customer service datasets show that RSVP significantly outperforms the state-ofthe-art baselines by 4.95% for accuracy, 3.4% for MRR@3, and 2.75% for MRR@5 on average. Extensive case studies are investigated to show the validity of incorporating agent responses into the pre-training stage.

原文English
主出版物標題Findings of the Association for Computational Linguistics
主出版物子標題EMNLP 2023
發行者Association for Computational Linguistics (ACL)
頁面10400-10412
頁數13
ISBN(電子)9798891760615
出版狀態Published - 2023
事件2023 Findings of the Association for Computational Linguistics: EMNLP 2023 - Singapore, Singapore
持續時間: 6 12月 202310 12月 2023

出版系列

名字Findings of the Association for Computational Linguistics: EMNLP 2023

Conference

Conference2023 Findings of the Association for Computational Linguistics: EMNLP 2023
國家/地區Singapore
城市Singapore
期間6/12/2310/12/23

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