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Mar 18

REAPER: Reasoning based Retrieval Planning for Complex RAG Systems

Complex dialog systems often use retrieved evidence to facilitate factual responses. Such RAG (Retrieval Augmented Generation) systems retrieve from massive heterogeneous data stores that are usually architected as multiple indexes or APIs instead of a single monolithic source. For a given query, relevant evidence needs to be retrieved from one or a small subset of possible retrieval sources. Complex queries can even require multi-step retrieval. For example, a conversational agent on a retail site answering customer questions about past orders will need to retrieve the appropriate customer order first and then the evidence relevant to the customer's question in the context of the ordered product. Most RAG Agents handle such Chain-of-Thought (CoT) tasks by interleaving reasoning and retrieval steps. However, each reasoning step directly adds to the latency of the system. For large models (>100B parameters) this latency cost is significant -- in the order of multiple seconds. Multi-agent systems may classify the query to a single Agent associated with a retrieval source, though this means that a (small) classification model dictates the performance of a large language model. In this work we present REAPER (REAsoning-based PlannER) - an LLM based planner to generate retrieval plans in conversational systems. We show significant gains in latency over Agent-based systems and are able to scale easily to new and unseen use cases as compared to classification-based planning. Though our method can be applied to any RAG system, we show our results in the context of Rufus -- Amazon's conversational shopping assistant.

LLaSA: Large Language and E-Commerce Shopping Assistant

The e-commerce platform has evolved rapidly due to its widespread popularity and convenience. Developing an e-commerce shopping assistant for customers is crucial to aiding them in quickly finding desired products and recommending precisely what they need. However, most previous shopping assistants face two main problems: (1) task-specificity, which necessitates the development of different models for various tasks, thereby increasing development costs and limiting effectiveness; and (2) poor generalization, where the trained model performs inadequately on up-to-date products. To resolve these issues, we employ Large Language Models (LLMs) to construct an omnipotent assistant, leveraging their adeptness at handling multiple tasks and their superior generalization capability. Nonetheless, LLMs lack inherent knowledge of e-commerce concepts. To address this, we create an instruction dataset comprising 65,000 samples and diverse tasks, termed as EshopInstruct. Through instruction tuning on our dataset, the assistant, named LLaSA, demonstrates the potential to function as an omnipotent assistant. Additionally, we propose various inference optimization strategies to enhance performance with limited inference resources. In the Amazon KDD Cup 2024 Challenge, our proposed method, LLaSA, achieved an overall ranking of 3rd place on ShopBench, including 57 tasks and approximately 20,000 questions, and we secured top-5 rankings in each track, especially in track4, where we achieved the best performance result among all student teams. Our extensive practices fully demonstrate that LLMs possess the great potential to be competent e-commerce shopping assistants.

Leveraging Large Language Models in Conversational Recommender Systems

A Conversational Recommender System (CRS) offers increased transparency and control to users by enabling them to engage with the system through a real-time multi-turn dialogue. Recently, Large Language Models (LLMs) have exhibited an unprecedented ability to converse naturally and incorporate world knowledge and common-sense reasoning into language understanding, unlocking the potential of this paradigm. However, effectively leveraging LLMs within a CRS introduces new technical challenges, including properly understanding and controlling a complex conversation and retrieving from external sources of information. These issues are exacerbated by a large, evolving item corpus and a lack of conversational data for training. In this paper, we provide a roadmap for building an end-to-end large-scale CRS using LLMs. In particular, we propose new implementations for user preference understanding, flexible dialogue management and explainable recommendations as part of an integrated architecture powered by LLMs. For improved personalization, we describe how an LLM can consume interpretable natural language user profiles and use them to modulate session-level context. To overcome conversational data limitations in the absence of an existing production CRS, we propose techniques for building a controllable LLM-based user simulator to generate synthetic conversations. As a proof of concept we introduce RecLLM, a large-scale CRS for YouTube videos built on LaMDA, and demonstrate its fluency and diverse functionality through some illustrative example conversations.

Towards Unified Conversational Recommender Systems via Knowledge-Enhanced Prompt Learning

Conversational recommender systems (CRS) aim to proactively elicit user preference and recommend high-quality items through natural language conversations. Typically, a CRS consists of a recommendation module to predict preferred items for users and a conversation module to generate appropriate responses. To develop an effective CRS, it is essential to seamlessly integrate the two modules. Existing works either design semantic alignment strategies, or share knowledge resources and representations between the two modules. However, these approaches still rely on different architectures or techniques to develop the two modules, making it difficult for effective module integration. To address this problem, we propose a unified CRS model named UniCRS based on knowledge-enhanced prompt learning. Our approach unifies the recommendation and conversation subtasks into the prompt learning paradigm, and utilizes knowledge-enhanced prompts based on a fixed pre-trained language model (PLM) to fulfill both subtasks in a unified approach. In the prompt design, we include fused knowledge representations, task-specific soft tokens, and the dialogue context, which can provide sufficient contextual information to adapt the PLM for the CRS task. Besides, for the recommendation subtask, we also incorporate the generated response template as an important part of the prompt, to enhance the information interaction between the two subtasks. Extensive experiments on two public CRS datasets have demonstrated the effectiveness of our approach.

Advances and Challenges in Conversational Recommender Systems: A Survey

Recommender systems exploit interaction history to estimate user preference, having been heavily used in a wide range of industry applications. However, static recommendation models are difficult to answer two important questions well due to inherent shortcomings: (a) What exactly does a user like? (b) Why does a user like an item? The shortcomings are due to the way that static models learn user preference, i.e., without explicit instructions and active feedback from users. The recent rise of conversational recommender systems (CRSs) changes this situation fundamentally. In a CRS, users and the system can dynamically communicate through natural language interactions, which provide unprecedented opportunities to explicitly obtain the exact preference of users. Considerable efforts, spread across disparate settings and applications, have been put into developing CRSs. Existing models, technologies, and evaluation methods for CRSs are far from mature. In this paper, we provide a systematic review of the techniques used in current CRSs. We summarize the key challenges of developing CRSs in five directions: (1) Question-based user preference elicitation. (2) Multi-turn conversational recommendation strategies. (3) Dialogue understanding and generation. (4) Exploitation-exploration trade-offs. (5) Evaluation and user simulation. These research directions involve multiple research fields like information retrieval (IR), natural language processing (NLP), and human-computer interaction (HCI). Based on these research directions, we discuss some future challenges and opportunities. We provide a road map for researchers from multiple communities to get started in this area. We hope this survey can help to identify and address challenges in CRSs and inspire future research.

Unified Conversational Recommendation Policy Learning via Graph-based Reinforcement Learning

Conversational recommender systems (CRS) enable the traditional recommender systems to explicitly acquire user preferences towards items and attributes through interactive conversations. Reinforcement learning (RL) is widely adopted to learn conversational recommendation policies to decide what attributes to ask, which items to recommend, and when to ask or recommend, at each conversation turn. However, existing methods mainly target at solving one or two of these three decision-making problems in CRS with separated conversation and recommendation components, which restrict the scalability and generality of CRS and fall short of preserving a stable training procedure. In the light of these challenges, we propose to formulate these three decision-making problems in CRS as a unified policy learning task. In order to systematically integrate conversation and recommendation components, we develop a dynamic weighted graph based RL method to learn a policy to select the action at each conversation turn, either asking an attribute or recommending items. Further, to deal with the sample efficiency issue, we propose two action selection strategies for reducing the candidate action space according to the preference and entropy information. Experimental results on two benchmark CRS datasets and a real-world E-Commerce application show that the proposed method not only significantly outperforms state-of-the-art methods but also enhances the scalability and stability of CRS.

Shopping MMLU: A Massive Multi-Task Online Shopping Benchmark for Large Language Models

Online shopping is a complex multi-task, few-shot learning problem with a wide and evolving range of entities, relations, and tasks. However, existing models and benchmarks are commonly tailored to specific tasks, falling short of capturing the full complexity of online shopping. Large Language Models (LLMs), with their multi-task and few-shot learning abilities, have the potential to profoundly transform online shopping by alleviating task-specific engineering efforts and by providing users with interactive conversations. Despite the potential, LLMs face unique challenges in online shopping, such as domain-specific concepts, implicit knowledge, and heterogeneous user behaviors. Motivated by the potential and challenges, we propose Shopping MMLU, a diverse multi-task online shopping benchmark derived from real-world Amazon data. Shopping MMLU consists of 57 tasks covering 4 major shopping skills: concept understanding, knowledge reasoning, user behavior alignment, and multi-linguality, and can thus comprehensively evaluate the abilities of LLMs as general shop assistants. With Shopping MMLU, we benchmark over 20 existing LLMs and uncover valuable insights about practices and prospects of building versatile LLM-based shop assistants. Shopping MMLU can be publicly accessed at https://github.com/KL4805/ShoppingMMLU. In addition, with Shopping MMLU, we host a competition in KDD Cup 2024 with over 500 participating teams. The winning solutions and the associated workshop can be accessed at our website https://amazon-kddcup24.github.io/.

Interactive Path Reasoning on Graph for Conversational Recommendation

Traditional recommendation systems estimate user preference on items from past interaction history, thus suffering from the limitations of obtaining fine-grained and dynamic user preference. Conversational recommendation system (CRS) brings revolutions to those limitations by enabling the system to directly ask users about their preferred attributes on items. However, existing CRS methods do not make full use of such advantage -- they only use the attribute feedback in rather implicit ways such as updating the latent user representation. In this paper, we propose Conversational Path Reasoning (CPR), a generic framework that models conversational recommendation as an interactive path reasoning problem on a graph. It walks through the attribute vertices by following user feedback, utilizing the user preferred attributes in an explicit way. By leveraging on the graph structure, CPR is able to prune off many irrelevant candidate attributes, leading to better chance of hitting user preferred attributes. To demonstrate how CPR works, we propose a simple yet effective instantiation named SCPR (Simple CPR). We perform empirical studies on the multi-round conversational recommendation scenario, the most realistic CRS setting so far that considers multiple rounds of asking attributes and recommending items. Through extensive experiments on two datasets Yelp and LastFM, we validate the effectiveness of our SCPR, which significantly outperforms the state-of-the-art CRS methods EAR (arXiv:2002.09102) and CRM (arXiv:1806.03277). In particular, we find that the more attributes there are, the more advantages our method can achieve.

Estimation-Action-Reflection: Towards Deep Interaction Between Conversational and Recommender Systems

Recommender systems are embracing conversational technologies to obtain user preferences dynamically, and to overcome inherent limitations of their static models. A successful Conversational Recommender System (CRS) requires proper handling of interactions between conversation and recommendation. We argue that three fundamental problems need to be solved: 1) what questions to ask regarding item attributes, 2) when to recommend items, and 3) how to adapt to the users' online feedback. To the best of our knowledge, there lacks a unified framework that addresses these problems. In this work, we fill this missing interaction framework gap by proposing a new CRS framework named Estimation-Action-Reflection, or EAR, which consists of three stages to better converse with users. (1) Estimation, which builds predictive models to estimate user preference on both items and item attributes; (2) Action, which learns a dialogue policy to determine whether to ask attributes or recommend items, based on Estimation stage and conversation history; and (3) Reflection, which updates the recommender model when a user rejects the recommendations made by the Action stage. We present two conversation scenarios on binary and enumerated questions, and conduct extensive experiments on two datasets from Yelp and LastFM, for each scenario, respectively. Our experiments demonstrate significant improvements over the state-of-the-art method CRM [32], corresponding to fewer conversation turns and a higher level of recommendation hits.

Self-Supervised Bot Play for Conversational Recommendation with Justifications

Conversational recommender systems offer the promise of interactive, engaging ways for users to find items they enjoy. We seek to improve conversational recommendation via three dimensions: 1) We aim to mimic a common mode of human interaction for recommendation: experts justify their suggestions, a seeker explains why they don't like the item, and both parties iterate through the dialog to find a suitable item. 2) We leverage ideas from conversational critiquing to allow users to flexibly interact with natural language justifications by critiquing subjective aspects. 3) We adapt conversational recommendation to a wider range of domains where crowd-sourced ground truth dialogs are not available. We develop a new two-part framework for training conversational recommender systems. First, we train a recommender system to jointly suggest items and justify its reasoning with subjective aspects. We then fine-tune this model to incorporate iterative user feedback via self-supervised bot-play. Experiments on three real-world datasets demonstrate that our system can be applied to different recommendation models across diverse domains to achieve superior performance in conversational recommendation compared to state-of-the-art methods. We also evaluate our model on human users, showing that systems trained under our framework provide more useful, helpful, and knowledgeable recommendations in warm- and cold-start settings.

Improving Conversational Recommendation Systems' Quality with Context-Aware Item Meta Information

Conversational recommendation systems (CRS) engage with users by inferring user preferences from dialog history, providing accurate recommendations, and generating appropriate responses. Previous CRSs use knowledge graph (KG) based recommendation modules and integrate KG with language models for response generation. Although KG-based approaches prove effective, two issues remain to be solved. First, KG-based approaches ignore the information in the conversational context but only rely on entity relations and bag of words to recommend items. Second, it requires substantial engineering efforts to maintain KGs that model domain-specific relations, thus leading to less flexibility. In this paper, we propose a simple yet effective architecture comprising a pre-trained language model (PLM) and an item metadata encoder. The encoder learns to map item metadata to embeddings that can reflect the semantic information in the dialog context. The PLM then consumes the semantic-aligned item embeddings together with dialog context to generate high-quality recommendations and responses. Instead of modeling entity relations with KGs, our model reduces engineering complexity by directly converting each item to an embedding. Experimental results on the benchmark dataset ReDial show that our model obtains state-of-the-art results on both recommendation and response generation tasks.

Towards Building Large Scale Multimodal Domain-Aware Conversation Systems

While multimodal conversation agents are gaining importance in several domains such as retail, travel etc., deep learning research in this area has been limited primarily due to the lack of availability of large-scale, open chatlogs. To overcome this bottleneck, in this paper we introduce the task of multimodal, domain-aware conversations, and propose the MMD benchmark dataset. This dataset was gathered by working in close coordination with large number of domain experts in the retail domain. These experts suggested various conversations flows and dialog states which are typically seen in multimodal conversations in the fashion domain. Keeping these flows and states in mind, we created a dataset consisting of over 150K conversation sessions between shoppers and sales agents, with the help of in-house annotators using a semi-automated manually intense iterative process. With this dataset, we propose 5 new sub-tasks for multimodal conversations along with their evaluation methodology. We also propose two multimodal neural models in the encode-attend-decode paradigm and demonstrate their performance on two of the sub-tasks, namely text response generation and best image response selection. These experiments serve to establish baseline performance and open new research directions for each of these sub-tasks. Further, for each of the sub-tasks, we present a `per-state evaluation' of 9 most significant dialog states, which would enable more focused research into understanding the challenges and complexities involved in each of these states.

Improving Conversational Recommendation Systems via Counterfactual Data Simulation

Conversational recommender systems (CRSs) aim to provide recommendation services via natural language conversations. Although a number of approaches have been proposed for developing capable CRSs, they typically rely on sufficient training data for training. Since it is difficult to annotate recommendation-oriented dialogue datasets, existing CRS approaches often suffer from the issue of insufficient training due to the scarcity of training data. To address this issue, in this paper, we propose a CounterFactual data simulation approach for CRS, named CFCRS, to alleviate the issue of data scarcity in CRSs. Our approach is developed based on the framework of counterfactual data augmentation, which gradually incorporates the rewriting to the user preference from a real dialogue without interfering with the entire conversation flow. To develop our approach, we characterize user preference and organize the conversation flow by the entities involved in the dialogue, and design a multi-stage recommendation dialogue simulator based on a conversation flow language model. Under the guidance of the learned user preference and dialogue schema, the flow language model can produce reasonable, coherent conversation flows, which can be further realized into complete dialogues. Based on the simulator, we perform the intervention at the representations of the interacted entities of target users, and design an adversarial training method with a curriculum schedule that can gradually optimize the data augmentation strategy. Extensive experiments show that our approach can consistently boost the performance of several competitive CRSs, and outperform other data augmentation methods, especially when the training data is limited. Our code is publicly available at https://github.com/RUCAIBox/CFCRS.

Towards Scalable Multi-domain Conversational Agents: The Schema-Guided Dialogue Dataset

Virtual assistants such as Google Assistant, Alexa and Siri provide a conversational interface to a large number of services and APIs spanning multiple domains. Such systems need to support an ever-increasing number of services with possibly overlapping functionality. Furthermore, some of these services have little to no training data available. Existing public datasets for task-oriented dialogue do not sufficiently capture these challenges since they cover few domains and assume a single static ontology per domain. In this work, we introduce the the Schema-Guided Dialogue (SGD) dataset, containing over 16k multi-domain conversations spanning 16 domains. Our dataset exceeds the existing task-oriented dialogue corpora in scale, while also highlighting the challenges associated with building large-scale virtual assistants. It provides a challenging testbed for a number of tasks including language understanding, slot filling, dialogue state tracking and response generation. Along the same lines, we present a schema-guided paradigm for task-oriented dialogue, in which predictions are made over a dynamic set of intents and slots, provided as input, using their natural language descriptions. This allows a single dialogue system to easily support a large number of services and facilitates simple integration of new services without requiring additional training data. Building upon the proposed paradigm, we release a model for dialogue state tracking capable of zero-shot generalization to new APIs, while remaining competitive in the regular setting.

Rethinking Conversational Recommendations: Is Decision Tree All You Need?

Conversational recommender systems (CRS) dynamically obtain the user preferences via multi-turn questions and answers. The existing CRS solutions are widely dominated by deep reinforcement learning algorithms. However, deep reinforcement learning methods are often criticised for lacking interpretability and requiring a large amount of training data to perform. In this paper, we explore a simpler alternative and propose a decision tree based solution to CRS. The underlying challenge in CRS is that the same item can be described differently by different users. We show that decision trees are sufficient to characterize the interactions between users and items, and solve the key challenges in multi-turn CRS: namely which questions to ask, how to rank the candidate items, when to recommend, and how to handle negative feedback on the recommendations. Firstly, the training of decision trees enables us to find questions which effectively narrow down the search space. Secondly, by learning embeddings for each item and tree nodes, the candidate items can be ranked based on their similarity to the conversation context encoded by the tree nodes. Thirdly, the diversity of items associated with each tree node allows us to develop an early stopping strategy to decide when to make recommendations. Fourthly, when the user rejects a recommendation, we adaptively choose the next decision tree to improve subsequent questions and recommendations. Extensive experiments on three publicly available benchmark CRS datasets show that our approach provides significant improvement to the state of the art CRS methods.

KECRS: Towards Knowledge-Enriched Conversational Recommendation System

The chit-chat-based conversational recommendation systems (CRS) provide item recommendations to users through natural language interactions. To better understand user's intentions, external knowledge graphs (KG) have been introduced into chit-chat-based CRS. However, existing chit-chat-based CRS usually generate repetitive item recommendations, and they cannot properly infuse knowledge from KG into CRS to generate informative responses. To remedy these issues, we first reformulate the conversational recommendation task to highlight that the recommended items should be new and possibly interested by users. Then, we propose the Knowledge-Enriched Conversational Recommendation System (KECRS). Specifically, we develop the Bag-of-Entity (BOE) loss and the infusion loss to better integrate KG with CRS for generating more diverse and informative responses. BOE loss provides an additional supervision signal to guide CRS to learn from both human-written utterances and KG. Infusion loss bridges the gap between the word embeddings and entity embeddings by minimizing distances of the same words in these two embeddings. Moreover, we facilitate our study by constructing a high-quality KG, \ie The Movie Domain Knowledge Graph (TMDKG). Experimental results on a large-scale dataset demonstrate that KECRS outperforms state-of-the-art chit-chat-based CRS, in terms of both recommendation accuracy and response generation quality.

Interactive Dialogue Agents via Reinforcement Learning on Hindsight Regenerations

Recent progress on large language models (LLMs) has enabled dialogue agents to generate highly naturalistic and plausible text. However, current LLM language generation focuses on responding accurately to questions and requests with a single effective response. In reality, many real dialogues are interactive, meaning an agent's utterances will influence their conversational partner, elicit information, or change their opinion. Accounting for how an agent can effectively steer a conversation is a crucial ability in many dialogue tasks, from healthcare to preference elicitation. Existing methods for fine-tuning dialogue agents to accomplish such tasks would rely on curating some amount of expert data. However, doing so often requires understanding the underlying cognitive processes of the conversational partner, which is a skill neither humans nor LLMs trained on human data can reliably do. Our key insight is that while LLMs may not be adept at identifying effective strategies for steering conversations a priori, or in the middle of an ongoing conversation, they can do so post-hoc, or in hindsight, after seeing how their conversational partner responds. We use this fact to rewrite and augment existing suboptimal data, and train via offline reinforcement learning (RL) an agent that outperforms both prompting and learning from unaltered human demonstrations. We apply our approach to two domains that require understanding human mental state, intelligent interaction, and persuasion: mental health support, and soliciting charitable donations. Our results in a user study with real humans show that our approach greatly outperforms existing state-of-the-art dialogue agents.

ChatGPT as your Personal Data Scientist

The rise of big data has amplified the need for efficient, user-friendly automated machine learning (AutoML) tools. However, the intricacy of understanding domain-specific data and defining prediction tasks necessitates human intervention making the process time-consuming while preventing full automation. Instead, envision an intelligent agent capable of assisting users in conducting AutoML tasks through intuitive, natural conversations without requiring in-depth knowledge of the underlying machine learning (ML) processes. This agent's key challenge is to accurately comprehend the user's prediction goals and, consequently, formulate precise ML tasks, adjust data sets and model parameters accordingly, and articulate results effectively. In this paper, we take a pioneering step towards this ambitious goal by introducing a ChatGPT-based conversational data-science framework to act as a "personal data scientist". Precisely, we utilize Large Language Models (ChatGPT) to build a natural interface between the users and the ML models (Scikit-Learn), which in turn, allows us to approach this ambitious problem with a realistic solution. Our model pivots around four dialogue states: Data Visualization, Task Formulation, Prediction Engineering, and Result Summary and Recommendation. Each state marks a unique conversation phase, impacting the overall user-system interaction. Multiple LLM instances, serving as "micro-agents", ensure a cohesive conversation flow, granting us granular control over the conversation's progression. In summary, we developed an end-to-end system that not only proves the viability of the novel concept of conversational data science but also underscores the potency of LLMs in solving complex tasks. Interestingly, its development spotlighted several critical weaknesses in the current LLMs (ChatGPT) and highlighted substantial opportunities for improvement.

RecInDial: A Unified Framework for Conversational Recommendation with Pretrained Language Models

Conversational Recommender System (CRS), which aims to recommend high-quality items to users through interactive conversations, has gained great research interest recently. A CRS is usually composed of a recommendation module and a generation module. In the previous work, these two modules are loosely connected in the model training and are shallowly integrated during inference, where a simple switching or copy mechanism is adopted to incorporate recommended items into generated responses. Moreover, the current end-to-end neural models trained on small crowd-sourcing datasets (e.g., 10K dialogs in the ReDial dataset) tend to overfit and have poor chit-chat ability. In this work, we propose a novel unified framework that integrates recommendation into the dialog (RecInDial) generation by introducing a vocabulary pointer. To tackle the low-resource issue in CRS, we finetune the large-scale pretrained language models to generate fluent and diverse responses, and introduce a knowledge-aware bias learned from an entity-oriented knowledge graph to enhance the recommendation performance. Furthermore, we propose to evaluate the CRS models in an end-to-end manner, which can reflect the overall performance of the entire system rather than the performance of individual modules, compared to the separate evaluations of the two modules used in previous work. Experiments on the benchmark dataset ReDial show our RecInDial model significantly surpasses the state-of-the-art methods. More extensive analyses show the effectiveness of our model.

User Satisfaction Estimation with Sequential Dialogue Act Modeling in Goal-oriented Conversational Systems

User Satisfaction Estimation (USE) is an important yet challenging task in goal-oriented conversational systems. Whether the user is satisfied with the system largely depends on the fulfillment of the user's needs, which can be implicitly reflected by users' dialogue acts. However, existing studies often neglect the sequential transitions of dialogue act or rely heavily on annotated dialogue act labels when utilizing dialogue acts to facilitate USE. In this paper, we propose a novel framework, namely USDA, to incorporate the sequential dynamics of dialogue acts for predicting user satisfaction, by jointly learning User Satisfaction Estimation and Dialogue Act Recognition tasks. In specific, we first employ a Hierarchical Transformer to encode the whole dialogue context, with two task-adaptive pre-training strategies to be a second-phase in-domain pre-training for enhancing the dialogue modeling ability. In terms of the availability of dialogue act labels, we further develop two variants of USDA to capture the dialogue act information in either supervised or unsupervised manners. Finally, USDA leverages the sequential transitions of both content and act features in the dialogue to predict the user satisfaction. Experimental results on four benchmark goal-oriented dialogue datasets across different applications show that the proposed method substantially and consistently outperforms existing methods on USE, and validate the important role of dialogue act sequences in USE.

Chat-REC: Towards Interactive and Explainable LLMs-Augmented Recommender System

Large language models (LLMs) have demonstrated their significant potential to be applied for addressing various application tasks. However, traditional recommender systems continue to face great challenges such as poor interactivity and explainability, which actually also hinder their broad deployment in real-world systems. To address these limitations, this paper proposes a novel paradigm called Chat-Rec (ChatGPT Augmented Recommender System) that innovatively augments LLMs for building conversational recommender systems by converting user profiles and historical interactions into prompts. Chat-Rec is demonstrated to be effective in learning user preferences and establishing connections between users and products through in-context learning, which also makes the recommendation process more interactive and explainable. What's more, within the Chat-Rec framework, user's preferences can transfer to different products for cross-domain recommendations, and prompt-based injection of information into LLMs can also handle the cold-start scenarios with new items. In our experiments, Chat-Rec effectively improve the results of top-k recommendations and performs better in zero-shot rating prediction task. Chat-Rec offers a novel approach to improving recommender systems and presents new practical scenarios for the implementation of AIGC (AI generated content) in recommender system studies.

Item-Language Model for Conversational Recommendation

Large-language Models (LLMs) have been extremely successful at tasks like complex dialogue understanding, reasoning and coding due to their emergent abilities. These emergent abilities have been extended with multi-modality to include image, audio, and video capabilities. Recommender systems, on the other hand, have been critical for information seeking and item discovery needs. Recently, there have been attempts to apply LLMs for recommendations. One difficulty of current attempts is that the underlying LLM is usually not trained on the recommender system data, which largely contains user interaction signals and is often not publicly available. Another difficulty is user interaction signals often have a different pattern from natural language text, and it is currently unclear if the LLM training setup can learn more non-trivial knowledge from interaction signals compared with traditional recommender system methods. Finally, it is difficult to train multiple LLMs for different use-cases, and to retain the original language and reasoning abilities when learning from recommender system data. To address these three limitations, we propose an Item-Language Model (ILM), which is composed of an item encoder to produce text-aligned item representations that encode user interaction signals, and a frozen LLM that can understand those item representations with preserved pretrained knowledge. We conduct extensive experiments which demonstrate both the importance of the language-alignment and of user interaction knowledge in the item encoder.

The Imperative of Conversation Analysis in the Era of LLMs: A Survey of Tasks, Techniques, and Trends

In the era of large language models (LLMs), a vast amount of conversation logs will be accumulated thanks to the rapid development trend of language UI. Conversation Analysis (CA) strives to uncover and analyze critical information from conversation data, streamlining manual processes and supporting business insights and decision-making. The need for CA to extract actionable insights and drive empowerment is becoming increasingly prominent and attracting widespread attention. However, the lack of a clear scope for CA leads to a dispersion of various techniques, making it difficult to form a systematic technical synergy to empower business applications. In this paper, we perform a thorough review and systematize CA task to summarize the existing related work. Specifically, we formally define CA task to confront the fragmented and chaotic landscape in this field, and derive four key steps of CA from conversation scene reconstruction, to in-depth attribution analysis, and then to performing targeted training, finally generating conversations based on the targeted training for achieving the specific goals. In addition, we showcase the relevant benchmarks, discuss potential challenges and point out future directions in both industry and academia. In view of current advancements, it is evident that the majority of efforts are still concentrated on the analysis of shallow conversation elements, which presents a considerable gap between the research and business, and with the assist of LLMs, recent work has shown a trend towards research on causality and strategic tasks which are sophisticated and high-level. The analyzed experiences and insights will inevitably have broader application value in business operations that target conversation logs.

Conversation Routines: A Prompt Engineering Framework for Task-Oriented Dialog Systems

This study introduces Conversation Routines (CR), a structured prompt engineering framework for developing task-oriented dialog systems using Large Language Models (LLMs). While LLMs demonstrate remarkable natural language understanding capabilities, engineering them to reliably execute complex business workflows remains challenging. The proposed CR framework enables the development of Conversation Agentic Systems (CAS) through natural language specifications, embedding task-oriented logic within LLM prompts. This approach provides a systematic methodology for designing and implementing complex conversational workflows while maintaining behavioral consistency. We demonstrate the framework's effectiveness through two proof-of-concept implementations: a Train Ticket Booking System and an Interactive Troubleshooting Copilot. These case studies validate CR's capability to encode sophisticated behavioral patterns and decision logic while preserving natural conversational flexibility. Results show that CR enables domain experts to design conversational workflows in natural language while leveraging custom functions (tools) developed by software engineers, creating an efficient division of responsibilities where developers focus on core API implementation and domain experts handle conversation design. While the framework shows promise in accessibility and adaptability, we identify key challenges including computational overhead, non-deterministic behavior, and domain-specific logic optimization. Future research directions include CR evaluation methods based on prompt engineering frameworks driven by goal-oriented grading criteria, improving scalability for complex multi-agent interactions, and enhancing system robustness to address the identified limitations across diverse business applications.

Keyword-Guided Neural Conversational Model

We study the problem of imposing conversational goals/keywords on open-domain conversational agents, where the agent is required to lead the conversation to a target keyword smoothly and fast. Solving this problem enables the application of conversational agents in many real-world scenarios, e.g., recommendation and psychotherapy. The dominant paradigm for tackling this problem is to 1) train a next-turn keyword classifier, and 2) train a keyword-augmented response retrieval model. However, existing approaches in this paradigm have two limitations: 1) the training and evaluation datasets for next-turn keyword classification are directly extracted from conversations without human annotations, thus, they are noisy and have low correlation with human judgements, and 2) during keyword transition, the agents solely rely on the similarities between word embeddings to move closer to the target keyword, which may not reflect how humans converse. In this paper, we assume that human conversations are grounded on commonsense and propose a keyword-guided neural conversational model that can leverage external commonsense knowledge graphs (CKG) for both keyword transition and response retrieval. Automatic evaluations suggest that commonsense improves the performance of both next-turn keyword prediction and keyword-augmented response retrieval. In addition, both self-play and human evaluations show that our model produces responses with smoother keyword transition and reaches the target keyword faster than competitive baselines.

Recommender AI Agent: Integrating Large Language Models for Interactive Recommendations

Recommender models excel at providing domain-specific item recommendations by leveraging extensive user behavior data. Despite their ability to act as lightweight domain experts, they struggle to perform versatile tasks such as providing explanations and engaging in conversations. On the other hand, large language models (LLMs) represent a significant step towards artificial general intelligence, showcasing remarkable capabilities in instruction comprehension, commonsense reasoning, and human interaction. However, LLMs lack the knowledge of domain-specific item catalogs and behavioral patterns, particularly in areas that diverge from general world knowledge, such as online e-commerce. Finetuning LLMs for each domain is neither economic nor efficient. In this paper, we bridge the gap between recommender models and LLMs, combining their respective strengths to create a versatile and interactive recommender system. We introduce an efficient framework called InteRecAgent, which employs LLMs as the brain and recommender models as tools. We first outline a minimal set of essential tools required to transform LLMs into InteRecAgent. We then propose an efficient workflow within InteRecAgent for task execution, incorporating key components such as a memory bus, dynamic demonstration-augmented task planning, and reflection. InteRecAgent enables traditional recommender systems, such as those ID-based matrix factorization models, to become interactive systems with a natural language interface through the integration of LLMs. Experimental results on several public datasets show that InteRecAgent achieves satisfying performance as a conversational recommender system, outperforming general-purpose LLMs.

IQA-EVAL: Automatic Evaluation of Human-Model Interactive Question Answering

To evaluate Large Language Models (LLMs) for question answering (QA), traditional methods typically focus on directly assessing the immediate responses generated by the models based on the given question and context. In the common use case of humans seeking AI assistant's help in finding information, these non-interactive evaluations do not account for the dynamic nature of human-model conversations, and interaction-aware evaluations have shown that accurate QA models are preferred by humans (Lee et al., 2023). Recent works in human-computer interaction (HCI) have employed human evaluators to conduct interactions and evaluations, but they are often prohibitively expensive and time-consuming to scale. In this work, we introduce an automatic evaluation framework IQA-EVAL to Interactive Question Answering Evaluation. More specifically, we introduce LLM-based Evaluation Agent (LEA) that can: (1) simulate human behaviors to generate interactions with IQA models; (2) automatically evaluate the generated interactions. Moreover, we propose assigning personas to LEAs to better simulate groups of real human evaluators. We show that: (1) our evaluation framework with GPT-4 (or Claude) as the backbone model achieves a high correlation with human evaluations on the IQA task; (2) assigning personas to LEA to better represent the crowd further significantly improves correlations. Finally, we use our automatic metric to evaluate five recent representative LLMs with over 1000 questions from complex and ambiguous question answering tasks, which comes with a substantial cost of $5k if evaluated by humans.

SalesBot: Transitioning from Chit-Chat to Task-Oriented Dialogues

Dialogue systems are usually categorized into two types, open-domain and task-oriented. The first one focuses on chatting with users and making them engage in the conversations, where selecting a proper topic to fit the dialogue context is essential for a successful dialogue. The other one focuses on a specific task instead of casual talks, e.g., finding a movie on Friday night, or playing a song. These two directions have been studied separately due to their different purposes. However, how smoothly transitioning from social chatting to task-oriented dialogues is important for triggering business opportunities, and there is no public data focusing on such scenarios. Hence, this paper focuses on investigating the conversations starting from open-domain social chatting and then gradually transitioning to task-oriented purposes, and releases a large-scale dataset with detailed annotations for encouraging this research direction. To achieve this goal, this paper proposes a framework to automatically generate many dialogues without human involvement, in which any powerful open-domain dialogue generation model can be easily leveraged. The human evaluation shows that our generated dialogue data has a natural flow at a reasonable quality, showing that our released data has a great potential of guiding future research directions and commercial activities. Furthermore, the released models allow researchers to automatically generate unlimited dialogues in the target scenarios, which can greatly benefit semi-supervised and unsupervised approaches.

IntentionQA: A Benchmark for Evaluating Purchase Intention Comprehension Abilities of Language Models in E-commerce

Enhancing Language Models' (LMs) ability to understand purchase intentions in E-commerce scenarios is crucial for their effective assistance in various downstream tasks. However, previous approaches that distill intentions from LMs often fail to generate meaningful and human-centric intentions applicable in real-world E-commerce contexts. This raises concerns about the true comprehension and utilization of purchase intentions by LMs. In this paper, we present IntentionQA, a double-task multiple-choice question answering benchmark to evaluate LMs' comprehension of purchase intentions in E-commerce. Specifically, LMs are tasked to infer intentions based on purchased products and utilize them to predict additional purchases. IntentionQA consists of 4,360 carefully curated problems across three difficulty levels, constructed using an automated pipeline to ensure scalability on large E-commerce platforms. Human evaluations demonstrate the high quality and low false-negative rate of our benchmark. Extensive experiments across 19 language models show that they still struggle with certain scenarios, such as understanding products and intentions accurately, jointly reasoning with products and intentions, and more, in which they fall far behind human performances. Our code and data are publicly available at https://github.com/HKUST-KnowComp/IntentionQA.

Using Advanced LLMs to Enhance Smaller LLMs: An Interpretable Knowledge Distillation Approach

Advanced Large language models (LLMs) like GPT-4 or LlaMa 3 provide superior performance in complex human-like interactions. But they are costly, or too large for edge devices such as smartphones and harder to self-host, leading to security and privacy concerns. This paper introduces a novel interpretable knowledge distillation approach to enhance the performance of smaller, more economical LLMs that firms can self-host. We study this problem in the context of building a customer service agent aimed at achieving high customer satisfaction through goal-oriented dialogues. Unlike traditional knowledge distillation, where the "student" model learns directly from the "teacher" model's responses via fine-tuning, our interpretable "strategy" teaching approach involves the teacher providing strategies to improve the student's performance in various scenarios. This method alternates between a "scenario generation" step and a "strategies for improvement" step, creating a customized library of scenarios and optimized strategies for automated prompting. The method requires only black-box access to both student and teacher models; hence it can be used without manipulating model parameters. In our customer service application, the method improves performance, and the learned strategies are transferable to other LLMs and scenarios beyond the training set. The method's interpretabilty helps safeguard against potential harms through human audit.

Intelligent Virtual Assistants with LLM-based Process Automation

While intelligent virtual assistants like Siri, Alexa, and Google Assistant have become ubiquitous in modern life, they still face limitations in their ability to follow multi-step instructions and accomplish complex goals articulated in natural language. However, recent breakthroughs in large language models (LLMs) show promise for overcoming existing barriers by enhancing natural language processing and reasoning capabilities. Though promising, applying LLMs to create more advanced virtual assistants still faces challenges like ensuring robust performance and handling variability in real-world user commands. This paper proposes a novel LLM-based virtual assistant that can automatically perform multi-step operations within mobile apps based on high-level user requests. The system represents an advance in assistants by providing an end-to-end solution for parsing instructions, reasoning about goals, and executing actions. LLM-based Process Automation (LLMPA) has modules for decomposing instructions, generating descriptions, detecting interface elements, predicting next actions, and error checking. Experiments demonstrate the system completing complex mobile operation tasks in Alipay based on natural language instructions. This showcases how large language models can enable automated assistants to accomplish real-world tasks. The main contributions are the novel LLMPA architecture optimized for app process automation, the methodology for applying LLMs to mobile apps, and demonstrations of multi-step task completion in a real-world environment. Notably, this work represents the first real-world deployment and extensive evaluation of a large language model-based virtual assistant in a widely used mobile application with an enormous user base numbering in the hundreds of millions.

Automating Customer Service using LangChain: Building custom open-source GPT Chatbot for organizations

In the digital age, the dynamics of customer service are evolving, driven by technological advancements and the integration of Large Language Models (LLMs). This research paper introduces a groundbreaking approach to automating customer service using LangChain, a custom LLM tailored for organizations. The paper explores the obsolescence of traditional customer support techniques, particularly Frequently Asked Questions (FAQs), and proposes a paradigm shift towards responsive, context-aware, and personalized customer interactions. The heart of this innovation lies in the fusion of open-source methodologies, web scraping, fine-tuning, and the seamless integration of LangChain into customer service platforms. This open-source state-of-the-art framework, presented as "Sahaay," demonstrates the ability to scale across industries and organizations, offering real-time support and query resolution. Key elements of this research encompass data collection via web scraping, the role of embeddings, the utilization of Google's Flan T5 XXL, Base and Small language models for knowledge retrieval, and the integration of the chatbot into customer service platforms. The results section provides insights into their performance and use cases, here particularly within an educational institution. This research heralds a new era in customer service, where technology is harnessed to create efficient, personalized, and responsive interactions. Sahaay, powered by LangChain, redefines the customer-company relationship, elevating customer retention, value extraction, and brand image. As organizations embrace LLMs, customer service becomes a dynamic and customer-centric ecosystem.

WebLINX: Real-World Website Navigation with Multi-Turn Dialogue

We propose the problem of conversational web navigation, where a digital agent controls a web browser and follows user instructions to solve real-world tasks in a multi-turn dialogue fashion. To support this problem, we introduce WEBLINX - a large-scale benchmark of 100K interactions across 2300 expert demonstrations of conversational web navigation. Our benchmark covers a broad range of patterns on over 150 real-world websites and can be used to train and evaluate agents in diverse scenarios. Due to the magnitude of information present, Large Language Models (LLMs) cannot process entire web pages in real-time. To solve this bottleneck, we design a retrieval-inspired model that efficiently prunes HTML pages by ranking relevant elements. We use the selected elements, along with screenshots and action history, to assess a variety of models for their ability to replicate human behavior when navigating the web. Our experiments span from small text-only to proprietary multimodal LLMs. We find that smaller finetuned decoders surpass the best zero-shot LLMs (including GPT-4V), but also larger finetuned multimodal models which were explicitly pretrained on screenshots. However, all finetuned models struggle to generalize to unseen websites. Our findings highlight the need for large multimodal models that can generalize to novel settings. Our code, data and models are available for research: https://mcgill-nlp.github.io/weblinx

A Fine-tuning Enhanced RAG System with Quantized Influence Measure as AI Judge

This study presents an innovative enhancement to retrieval-augmented generation (RAG) systems by seamlessly integrating fine-tuned large language models (LLMs) with vector databases. This integration capitalizes on the combined strengths of structured data retrieval and the nuanced comprehension provided by advanced LLMs. Central to our approach are the LoRA and QLoRA methodologies, which stand at the forefront of model refinement through parameter-efficient fine-tuning and memory optimization. A novel feature of our research is the incorporation of user feedback directly into the training process, ensuring the model's continuous adaptation to user expectations and thus, improving its performance and applicability. Additionally, we introduce a Quantized Influence Measure (QIM) as an innovative "AI Judge" mechanism to enhance the precision of result selection, further refining the system's accuracy. Accompanied by an executive diagram and a detailed algorithm for fine-tuning QLoRA, our work provides a comprehensive framework for implementing these advancements within chatbot technologies. This research contributes significant insights into LLM optimization for specific uses and heralds new directions for further development in retrieval-augmented models. Through extensive experimentation and analysis, our findings lay a robust foundation for future advancements in chatbot technology and retrieval systems, marking a significant step forward in the creation of more sophisticated, precise, and user-centric conversational AI systems.

CONSCENDI: A Contrastive and Scenario-Guided Distillation Approach to Guardrail Models for Virtual Assistants

A wave of new task-based virtual assistants has been fueled by increasingly powerful large language models, such as GPT-4. These conversational agents can be customized to serve customer-specific use cases, but ensuring that agent-generated text conforms to designer-specified rules included in prompt instructions alone is challenging. Therefore, chatbot designers often use another model, called a guardrail model, to verify that the agent output aligns with their rules and constraints. We explore using a distillation approach to guardrail models to monitor the output of the first model using training data from GPT-4. We find two crucial steps to our CONSCENDI process: scenario-augmented generation and contrastive training examples. When generating conversational data, we generate a set of rule-breaking scenarios, which enumerate a diverse set of high-level ways a rule can be violated. This scenario-guided approach produces a diverse training set of rule-violating conversations, and it provides chatbot designers greater control over the classification process. We also prompt GPT-4 to also generate contrastive examples by altering conversations with violations into acceptable conversations. This set of borderline, contrastive examples enables the distilled model to learn finer-grained distinctions between what is acceptable and what is not. We find that CONSCENDI results in guardrail models that improve over baselines.

BERT-CoQAC: BERT-based Conversational Question Answering in Context

As one promising way to inquire about any particular information through a dialog with the bot, question answering dialog systems have gained increasing research interests recently. Designing interactive QA systems has always been a challenging task in natural language processing and used as a benchmark to evaluate a machine's ability of natural language understanding. However, such systems often struggle when the question answering is carried out in multiple turns by the users to seek more information based on what they have already learned, thus, giving rise to another complicated form called Conversational Question Answering (CQA). CQA systems are often criticized for not understanding or utilizing the previous context of the conversation when answering the questions. To address the research gap, in this paper, we explore how to integrate conversational history into the neural machine comprehension system. On one hand, we introduce a framework based on a publically available pre-trained language model called BERT for incorporating history turns into the system. On the other hand, we propose a history selection mechanism that selects the turns that are relevant and contributes the most to answer the current question. Experimentation results revealed that our framework is comparable in performance with the state-of-the-art models on the QuAC leader board. We also conduct a number of experiments to show the side effects of using entire context information which brings unnecessary information and noise signals resulting in a decline in the model's performance.

Recommender Systems in the Era of Large Language Models (LLMs)

With the prosperity of e-commerce and web applications, Recommender Systems (RecSys) have become an important component of our daily life, providing personalized suggestions that cater to user preferences. While Deep Neural Networks (DNNs) have made significant advancements in enhancing recommender systems by modeling user-item interactions and incorporating textual side information, DNN-based methods still face limitations, such as difficulties in understanding users' interests and capturing textual side information, inabilities in generalizing to various recommendation scenarios and reasoning on their predictions, etc. Meanwhile, the emergence of Large Language Models (LLMs), such as ChatGPT and GPT4, has revolutionized the fields of Natural Language Processing (NLP) and Artificial Intelligence (AI), due to their remarkable abilities in fundamental responsibilities of language understanding and generation, as well as impressive generalization and reasoning capabilities. As a result, recent studies have attempted to harness the power of LLMs to enhance recommender systems. Given the rapid evolution of this research direction in recommender systems, there is a pressing need for a systematic overview that summarizes existing LLM-empowered recommender systems, to provide researchers in relevant fields with an in-depth understanding. Therefore, in this paper, we conduct a comprehensive review of LLM-empowered recommender systems from various aspects including Pre-training, Fine-tuning, and Prompting. More specifically, we first introduce representative methods to harness the power of LLMs (as a feature encoder) for learning representations of users and items. Then, we review recent techniques of LLMs for enhancing recommender systems from three paradigms, namely pre-training, fine-tuning, and prompting. Finally, we comprehensively discuss future directions in this emerging field.

MuseChat: A Conversational Music Recommendation System for Videos

We introduce MuseChat, an innovative dialog-based music recommendation system. This unique platform not only offers interactive user engagement but also suggests music tailored for input videos, so that users can refine and personalize their music selections. In contrast, previous systems predominantly emphasized content compatibility, often overlooking the nuances of users' individual preferences. For example, all the datasets only provide basic music-video pairings or such pairings with textual music descriptions. To address this gap, our research offers three contributions. First, we devise a conversation-synthesis method that simulates a two-turn interaction between a user and a recommendation system, which leverages pre-trained music tags and artist information. In this interaction, users submit a video to the system, which then suggests a suitable music piece with a rationale. Afterwards, users communicate their musical preferences, and the system presents a refined music recommendation with reasoning. Second, we introduce a multi-modal recommendation engine that matches music either by aligning it with visual cues from the video or by harmonizing visual information, feedback from previously recommended music, and the user's textual input. Third, we bridge music representations and textual data with a Large Language Model(Vicuna-7B). This alignment equips MuseChat to deliver music recommendations and their underlying reasoning in a manner resembling human communication. Our evaluations show that MuseChat surpasses existing state-of-the-art models in music retrieval tasks and pioneers the integration of the recommendation process within a natural language framework.

Toward Conversational Agents with Context and Time Sensitive Long-term Memory

There has recently been growing interest in conversational agents with long-term memory which has led to the rapid development of language models that use retrieval-augmented generation (RAG). Until recently, most work on RAG has focused on information retrieval from large databases of texts, like Wikipedia, rather than information from long-form conversations. In this paper, we argue that effective retrieval from long-form conversational data faces two unique problems compared to static database retrieval: 1) time/event-based queries, which requires the model to retrieve information about previous conversations based on time or the order of a conversational event (e.g., the third conversation on Tuesday), and 2) ambiguous queries that require surrounding conversational context to understand. To better develop RAG-based agents that can deal with these challenges, we generate a new dataset of ambiguous and time-based questions that build upon a recent dataset of long-form, simulated conversations, and demonstrate that standard RAG based approaches handle such questions poorly. We then develop a novel retrieval model which combines chained-of-table search methods, standard vector-database retrieval, and a prompting method to disambiguate queries, and demonstrate that this approach substantially improves over current methods at solving these tasks. We believe that this new dataset and more advanced RAG agent can act as a key benchmark and stepping stone towards effective memory augmented conversational agents that can be used in a wide variety of AI applications.

Synthetic Dialogue Dataset Generation using LLM Agents

Linear programming (LP) problems are pervasive in real-life applications. However, despite their apparent simplicity, an untrained user may find it difficult to determine the linear model of their specific problem. We envisage the creation of a goal-oriented conversational agent that will engage in conversation with the user to elicit all information required so that a subsequent agent can generate the linear model. In this paper, we present an approach for the generation of sample dialogues that can be used to develop and train such a conversational agent. Using prompt engineering, we develop two agents that "talk" to each other, one acting as the conversational agent, and the other acting as the user. Using a set of text descriptions of linear problems from NL4Opt available to the user only, the agent and the user engage in conversation until the agent has retrieved all key information from the original problem description. We also propose an extrinsic evaluation of the dialogues by assessing how well the summaries generated by the dialogues match the original problem descriptions. We conduct human and automatic evaluations, including an evaluation approach that uses GPT-4 to mimic the human evaluation metrics. The evaluation results show an overall good quality of the dialogues, though research is still needed to improve the quality of the GPT-4 evaluation metrics. The resulting dialogues, including the human annotations of a subset, are available to the research community. The conversational agent used for the generation of the dialogues can be used as a baseline.

Taskmaster-1: Toward a Realistic and Diverse Dialog Dataset

A significant barrier to progress in data-driven approaches to building dialog systems is the lack of high quality, goal-oriented conversational data. To help satisfy this elementary requirement, we introduce the initial release of the Taskmaster-1 dataset which includes 13,215 task-based dialogs comprising six domains. Two procedures were used to create this collection, each with unique advantages. The first involves a two-person, spoken "Wizard of Oz" (WOz) approach in which trained agents and crowdsourced workers interact to complete the task while the second is "self-dialog" in which crowdsourced workers write the entire dialog themselves. We do not restrict the workers to detailed scripts or to a small knowledge base and hence we observe that our dataset contains more realistic and diverse conversations in comparison to existing datasets. We offer several baseline models including state of the art neural seq2seq architectures with benchmark performance as well as qualitative human evaluations. Dialogs are labeled with API calls and arguments, a simple and cost effective approach which avoids the requirement of complex annotation schema. The layer of abstraction between the dialog model and the service provider API allows for a given model to interact with multiple services that provide similar functionally. Finally, the dataset will evoke interest in written vs. spoken language, discourse patterns, error handling and other linguistic phenomena related to dialog system research, development and design.

TikTalk: A Video-Based Dialogue Dataset for Multi-Modal Chitchat in Real World

To facilitate the research on intelligent and human-like chatbots with multi-modal context, we introduce a new video-based multi-modal dialogue dataset, called TikTalk. We collect 38K videos from a popular video-sharing platform, along with 367K conversations posted by users beneath them. Users engage in spontaneous conversations based on their multi-modal experiences from watching videos, which helps recreate real-world chitchat context. Compared to previous multi-modal dialogue datasets, the richer context types in TikTalk lead to more diverse conversations, but also increase the difficulty in capturing human interests from intricate multi-modal information to generate personalized responses. Moreover, external knowledge is more frequently evoked in our dataset. These facts reveal new challenges for multi-modal dialogue models. We quantitatively demonstrate the characteristics of TikTalk, propose a video-based multi-modal chitchat task, and evaluate several dialogue baselines. Experimental results indicate that the models incorporating large language models (LLM) can generate more diverse responses, while the model utilizing knowledge graphs to introduce external knowledge performs the best overall. Furthermore, no existing model can solve all the above challenges well. There is still a large room for future improvements, even for LLM with visual extensions. Our dataset is available at https://ruc-aimind.github.io/projects/TikTalk/.

Enhancing Chat Language Models by Scaling High-quality Instructional Conversations

Fine-tuning on instruction data has been widely validated as an effective practice for implementing chat language models like ChatGPT. Scaling the diversity and quality of such data, although straightforward, stands a great chance of leading to improved performance. This paper aims to improve the upper bound of open-source models further. We first provide a systematically designed, diverse, informative, large-scale dataset of instructional conversations, UltraChat, which does not involve human queries. Our objective is to capture the breadth of interactions that a human might have with an AI assistant and employs a comprehensive framework to generate multi-turn conversation iteratively. UltraChat contains 1.5 million high-quality multi-turn dialogues and covers a wide range of topics and instructions. Our statistical analysis of UltraChat reveals its superiority in various key metrics, including scale, average length, diversity, coherence, etc., solidifying its position as a leading open-source dataset. Building upon UltraChat, we fine-tune a LLaMA model to create a powerful conversational model, UltraLLaMA. Our evaluations indicate that UltraLLaMA consistently outperforms other open-source models, including Vicuna, the previously recognized state-of-the-art open-source model. The dataset and the model will be publicly released\url{https://github.com/thunlp/UltraChat}.

WebShop: Towards Scalable Real-World Web Interaction with Grounded Language Agents

Existing benchmarks for grounding language in interactive environments either lack real-world linguistic elements, or prove difficult to scale up due to substantial human involvement in the collection of data or feedback signals. To bridge this gap, we develop WebShop -- a simulated e-commerce website environment with 1.18 million real-world products and 12,087 crowd-sourced text instructions. Given a text instruction specifying a product requirement, an agent needs to navigate multiple types of webpages and issue diverse actions to find, customize, and purchase an item. WebShop provides several challenges for language grounding including understanding compositional instructions, query (re-)formulation, comprehending and acting on noisy text in webpages, and performing strategic exploration. We collect over 1,600 human demonstrations for the task, and train and evaluate a diverse range of agents using reinforcement learning, imitation learning, and pre-trained image and language models. Our best model achieves a task success rate of 29%, which outperforms rule-based heuristics (9.6%) but is far lower than human expert performance (59%). We also analyze agent and human trajectories and ablate various model components to provide insights for developing future agents with stronger language understanding and decision making abilities. Finally, we show that agents trained on WebShop exhibit non-trivial sim-to-real transfer when evaluated on amazon.com and ebay.com, indicating the potential value of WebShop in developing practical web-based agents that can operate in the wild.

Principle-Driven Self-Alignment of Language Models from Scratch with Minimal Human Supervision

Recent AI-assistant agents, such as ChatGPT, predominantly rely on supervised fine-tuning (SFT) with human annotations and reinforcement learning from human feedback (RLHF) to align the output of large language models (LLMs) with human intentions, ensuring they are helpful, ethical, and reliable. However, this dependence can significantly constrain the true potential of AI-assistant agents due to the high cost of obtaining human supervision and the related issues on quality, reliability, diversity, self-consistency, and undesirable biases. To address these challenges, we propose a novel approach called SELF-ALIGN, which combines principle-driven reasoning and the generative power of LLMs for the self-alignment of AI agents with minimal human supervision. Our approach encompasses four stages: first, we use an LLM to generate synthetic prompts, and a topic-guided method to augment the prompt diversity; second, we use a small set of human-written principles for AI models to follow, and guide the LLM through in-context learning from demonstrations (of principles application) to produce helpful, ethical, and reliable responses to user's queries; third, we fine-tune the original LLM with the high-quality self-aligned responses so that the resulting model can generate desirable responses for each query directly without the principle set and the demonstrations anymore; and finally, we offer a refinement step to address the issues of overly-brief or indirect responses. Applying SELF-ALIGN to the LLaMA-65b base language model, we develop an AI assistant named Dromedary. With fewer than 300 lines of human annotations (including < 200 seed prompts, 16 generic principles, and 5 exemplars for in-context learning). Dromedary significantly surpasses the performance of several state-of-the-art AI systems, including Text-Davinci-003 and Alpaca, on benchmark datasets with various settings.

What would Harry say? Building Dialogue Agents for Characters in a Story

We have a Christmas gift for Harry Potter fans all over the world. In this paper, we present Harry Potter Dialogue (HPD), a dataset that helps train Harry Potter-like dialogue agents. Such a task is typically viewed as a variant of personalized dialogue agents, but they differ significantly in three respects: 1) Harry lived in a virtual world of wizards, thus, real-world commonsense may not apply to Harry's conversations; 2) Harry's behavior is strongly linked to background information in conversations: the scene, its attributes and its relationship to other speakers; and 3) Such backgrounds are dynamically altered as the storyline goes on. The HPD dataset, as the first dataset to facilitate the study of dialogue agent construction for characters within a story, provides rich contextual information about each dialogue session such as scenes, character attributes, and relations. More importantly, all the background information will change over the course of the story. In addition, HPD could support both dialogue generation and retrieval tasks. We evaluate baselines such as Dialog-GPT and BOB to determine the extent to which they can generate Harry Potter-like responses. The experimental results disappoint us in that although the generated responses are fluent, they still seem out of character for Harry. Besides, we validate the current most robust dialogue agent, ChatGPT, which also can't generate plausible Harry-Potter-like responses in some cases, either. Our results suggest that there is much scope for future research.

Feedback-Based Self-Learning in Large-Scale Conversational AI Agents

Today, most large-scale conversational AI agents (e.g. Alexa, Siri, or Google Assistant) are built using manually annotated data to train the different components of the system. Typically, the accuracy of the ML models in these components are improved by manually transcribing and annotating data. As the scope of these systems increase to cover more scenarios and domains, manual annotation to improve the accuracy of these components becomes prohibitively costly and time consuming. In this paper, we propose a system that leverages user-system interaction feedback signals to automate learning without any manual annotation. Users here tend to modify a previous query in hopes of fixing an error in the previous turn to get the right results. These reformulations, which are often preceded by defective experiences caused by errors in ASR, NLU, ER or the application. In some cases, users may not properly formulate their requests (e.g. providing partial title of a song), but gleaning across a wider pool of users and sessions reveals the underlying recurrent patterns. Our proposed self-learning system automatically detects the errors, generate reformulations and deploys fixes to the runtime system to correct different types of errors occurring in different components of the system. In particular, we propose leveraging an absorbing Markov Chain model as a collaborative filtering mechanism in a novel attempt to mine these patterns. We show that our approach is highly scalable, and able to learn reformulations that reduce Alexa-user errors by pooling anonymized data across millions of customers. The proposed self-learning system achieves a win/loss ratio of 11.8 and effectively reduces the defect rate by more than 30% on utterance level reformulations in our production A/B tests. To the best of our knowledge, this is the first self-learning large-scale conversational AI system in production.

Sustainable Cloud Services for Verbal Interaction with Embodied Agents

This article presents the design and the implementation of a cloud system for knowledge-based autonomous interaction devised for Social Robots and other conversational agents. The system is particularly convenient for low-cost robots and devices: it can be used as a stand-alone dialogue system or as an integration to provide "background" dialogue capabilities to any preexisting Natural Language Processing ability that the robot may already have as part of its basic skills. By connecting to the cloud, developers are provided with a sustainable solution to manage verbal interaction through a network connection, with about 3,000 topics of conversation ready for "chit-chatting" and a library of pre-cooked plans that only needs to be grounded into the robot's physical capabilities. The system is structured as a set of REST API endpoints so that it can be easily expanded by adding new APIs to improve the capabilities of the clients connected to the cloud. Another key feature of the system is that it has been designed to make the development of its clients straightforward: in this way, multiple robots and devices can be easily endowed with the capability of autonomously interacting with the user, understanding when to perform specific actions, and exploiting all the information provided by cloud services. The article outlines and discusses the results of the experiments performed to assess the system's performance in terms of response time, paving the way for its use both for research and market solutions. Links to repositories with clients for ROS and popular robots such as Pepper and NAO are available on request.

A Mixture-of-Expert Approach to RL-based Dialogue Management

Despite recent advancements in language models (LMs), their application to dialogue management (DM) problems and ability to carry on rich conversations remain a challenge. We use reinforcement learning (RL) to develop a dialogue agent that avoids being short-sighted (outputting generic utterances) and maximizes overall user satisfaction. Most existing RL approaches to DM train the agent at the word-level, and thus, have to deal with a combinatorially complex action space even for a medium-size vocabulary. As a result, they struggle to produce a successful and engaging dialogue even if they are warm-started with a pre-trained LM. To address this issue, we develop a RL-based DM using a novel mixture of expert language model (MoE-LM) that consists of (i) a LM capable of learning diverse semantics for conversation histories, (ii) a number of {\em specialized} LMs (or experts) capable of generating utterances corresponding to a particular attribute or personality, and (iii) a RL-based DM that performs dialogue planning with the utterances generated by the experts. Our MoE approach provides greater flexibility to generate sensible utterances with different intents and allows RL to focus on conversational-level DM. We compare it with SOTA baselines on open-domain dialogues and demonstrate its effectiveness both in terms of the diversity and sensibility of the generated utterances and the overall DM performance.