Multi-intent Spoken Language Understanding has great potential for widespread implementation. Jointly modeling Intent Detection and Slot Filling in it provides a channel to exploit the correlation between intents and slots. However, current approaches are apt to formulate these two sub-tasks differently, which leads to two issues: 1) It hinders models from effective extraction of shared features. 2) Pretty complicated structures are involved to enhance expression ability while causing damage to the interpretability of frameworks. In this work, we describe a Prompt-based Spoken Language Understanding (PromptSLU) framework, to intuitively unify two sub-tasks into the same form by offering a common pre-trained Seq2Seq model. In detail, ID and SF are completed by concisely filling the utterance into task-specific prompt templates as input, and sharing output formats of key-value pairs sequence. Furthermore, variable intents are predicted first, then naturally embedded into prompts to guide slot-value pairs inference from a semantic perspective. Finally, we are inspired by prevalent multi-task learning to introduce an auxiliary sub-task, which helps to learn relationships among provided labels. Experiment results show that our framework outperforms several state-of-the-art baselines on two public datasets.
We present the first empirical study investigating the influence of disfluency detection on downstream tasks of intent detection and slot filling. We perform this study for Vietnamese -- a low-resource language that has no previous study as well as no public dataset available for disfluency detection. First, we extend the fluent Vietnamese intent detection and slot filling dataset PhoATIS by manually adding contextual disfluencies and annotating them. Then, we conduct experiments using strong baselines for disfluency detection and joint intent detection and slot filling, which are based on pre-trained language models. We find that: (i) disfluencies produce negative effects on the performances of the downstream intent detection and slot filling tasks, and (ii) in the disfluency context, the pre-trained multilingual language model XLM-R helps produce better intent detection and slot filling performances than the pre-trained monolingual language model PhoBERT, and this is opposite to what generally found in the fluency context.
Slot filling and intent detection are two fundamental tasks in the field of natural language understanding. Due to the strong correlation between these two tasks, previous studies make efforts on modeling them with multi-task learning or designing feature interaction modules to improve the performance of each task. However, none of the existing approaches consider the relevance between the structural information of sentences and the label semantics of two tasks. The intent and semantic components of a utterance are dependent on the syntactic elements of a sentence. In this paper, we investigate a multi-grained label refinement network, which utilizes dependency structures and label semantic embeddings. Considering to enhance syntactic representations, we introduce the dependency structures of sentences into our model by graph attention layer. To capture the semantic dependency between the syntactic information and task labels, we combine the task specific features with corresponding label embeddings by attention mechanism. The experimental results demonstrate that our model achieves the competitive performance on two public datasets.
Understanding the intention of the users and recognizing the semantic entities from their sentences, aka natural language understanding (NLU), is the upstream task of many natural language processing tasks. One of the main challenges is to collect a sufficient amount of annotated data to train a model. Existing research about text augmentation does not abundantly consider entity and thus performs badly for NLU tasks. To solve this problem, we propose a novel NLP data augmentation technique, Entity Aware Data Augmentation (EADA), which applies a tree structure, Entity Aware Syntax Tree (EAST), to represent sentences combined with attention on the entity. Our EADA technique automatically constructs an EAST from a small amount of annotated data, and then generates a large number of training instances for intent detection and slot filling. Experimental results on four datasets showed that the proposed technique significantly outperforms the existing data augmentation methods in terms of both accuracy and generalization ability.
Intent detection is a key part of any Natural Language Understanding (NLU) system of a conversational assistant. Detecting the correct intent is essential yet difficult for email conversations where multiple directives and intents are present. In such settings, conversation context can become a key disambiguating factor for detecting the user's request from the assistant. One prominent way of incorporating context is modeling past conversation history like task-oriented dialogue models. However, the nature of email conversations (long form) restricts direct usage of the latest advances in task-oriented dialogue models. So in this paper, we provide an effective transfer learning framework (EMToD) that allows the latest development in dialogue models to be adapted for long-form conversations. We show that the proposed EMToD framework improves intent detection performance over pre-trained language models by 45% and over pre-trained dialogue models by 30% for task-oriented email conversations. Additionally, the modular nature of the proposed framework allows plug-and-play for any future developments in both pre-trained language and task-oriented dialogue models.
Intent discovery is a crucial task in natural language processing, and it is increasingly relevant for various of industrial applications. Identifying novel, unseen intents from user inputs remains one of the biggest challenges in this field. Herein, we propose Zero-Shot-BERT-Adapters, a two-stage method for multilingual intent discovery relying on a Transformer architecture, fine-tuned with Adapters. We train the model for Natural Language Inference (NLI) and later perform unknown intent classification in a zero-shot setting for multiple languages. In our evaluation, we first analyze the quality of the model after adaptive fine-tuning on known classes. Secondly, we evaluate its performance in casting intent classification as an NLI task. Lastly, we test the zero-shot performance of the model on unseen classes, showing how Zero-Shot-BERT-Adapters can effectively perform intent discovery by generating semantically similar intents, if not equal, to the ground-truth ones. Our experiments show how Zero-Shot-BERT-Adapters outperforms various baselines in two zero-shot settings: known intent classification and unseen intent discovery. The proposed pipeline holds the potential for broad application in customer care. It enables automated dynamic triage using a lightweight model that can be easily deployed and scaled in various business scenarios, unlike large language models. Zero-Shot-BERT-Adapters represents an innovative multi-language approach for intent discovery, enabling the online generation of novel intents. A Python package implementing the pipeline and the new datasets we compiled are available at the following link: https://github.com/GT4SD/zero-shot-bert-adapters.
Agent assistance during human-human customer support spoken interactions requires triggering workflows based on the caller's intent (reason for call). Timeliness of prediction is essential for a good user experience. The goal is for a system to detect the caller's intent at the time the agent would have been able to detect it (Intent Boundary). Some approaches focus on predicting the output offline, i.e. once the full spoken input (e.g. the whole conversational turn) has been processed by the ASR system. This introduces an undesirable latency in the prediction each time the intent could have been detected earlier in the turn. Recent work on voice assistants has used incremental real-time predictions at a word-by-word level to detect intent before the end of a command. Human-directed and machine-directed speech however have very different characteristics. In this work, we propose to apply a method developed in the context of voice-assistant to the problem of online real time caller's intent detection in human-human spoken interactions. We use a dual architecture in which two LSTMs are jointly trained: one predicting the Intent Boundary (IB) and then other predicting the intent class at the IB. We conduct our experiments on our private dataset comprising transcripts of human-human telephone conversations from the telecom customer support domain. We report results analyzing both the accuracy of our system as well as the impact of different architectures on the trade off between overall accuracy and prediction latency.
BERT-style models pre-trained on the general corpus (e.g., Wikipedia) and fine-tuned on specific task corpus, have recently emerged as breakthrough techniques in many NLP tasks: question answering, text classification, sequence labeling and so on. However, this technique may not always work, especially for two scenarios: a corpus that contains very different text from the general corpus Wikipedia, or a task that learns embedding spacial distribution for a specific purpose (e.g., approximate nearest neighbor search). In this paper, to tackle the above two scenarios that we have encountered in an industrial e-commerce search system, we propose customized and novel pre-training tasks for two critical modules: user intent detection and semantic embedding retrieval. The customized pre-trained models after fine-tuning, being less than 10% of BERT-base's size in order to be feasible for cost-efficient CPU serving, significantly improve the other baseline models: 1) no pre-training model and 2) fine-tuned model from the official pre-trained BERT using general corpus, on both offline datasets and online system. We have open sourced our datasets for the sake of reproducibility and future works.
Learning high-quality dialogue representations is essential for solving a variety of dialogue-oriented tasks, especially considering that dialogue systems often suffer from data scarcity. In this paper, we introduce Dialogue Sentence Embedding (DSE), a self-supervised contrastive learning method that learns effective dialogue representations suitable for a wide range of dialogue tasks. DSE learns from dialogues by taking consecutive utterances of the same dialogue as positive pairs for contrastive learning. Despite its simplicity, DSE achieves significantly better representation capability than other dialogue representation and universal sentence representation models. We evaluate DSE on five downstream dialogue tasks that examine dialogue representation at different semantic granularities. Experiments in few-shot and zero-shot settings show that DSE outperforms baselines by a large margin. For example, it achieves 13% average performance improvement over the strongest unsupervised baseline in 1-shot intent classification on 6 datasets. We also provide analyses on the benefits and limitations of our model.
Instruction tuning is an emergent paradigm in NLP wherein natural language instructions are leveraged with language models to induce zero-shot performance on unseen tasks. Instructions have been shown to enable good performance on unseen tasks and datasets in both large and small language models. Dialogue is an especially interesting area to explore instruction tuning because dialogue systems perform multiple kinds of tasks related to language (e.g., natural language understanding and generation, domain-specific interaction), yet instruction tuning has not been systematically explored for dialogue-related tasks. We introduce InstructDial, an instruction tuning framework for dialogue, which consists of a repository of 48 diverse dialogue tasks in a unified text-to-text format created from 59 openly available dialogue datasets. Next, we explore cross-task generalization ability on models tuned on InstructDial across diverse dialogue tasks. Our analysis reveals that InstructDial enables good zero-shot performance on unseen datasets and tasks such as dialogue evaluation and intent detection, and even better performance in a few-shot setting. To ensure that models adhere to instructions, we introduce novel meta-tasks. We establish benchmark zero-shot and few-shot performance of models trained using the proposed framework on multiple dialogue tasks.
The past ten years have witnessed the rapid development of text-based intent detection, whose benchmark performances have already been taken to a remarkable level by deep learning techniques. However, automatic speech recognition (ASR) errors are inevitable in real-world applications due to the environment noise, unique speech patterns and etc, leading to sharp performance drop in state-of-the-art text-based intent detection models. Essentially, this phenomenon is caused by the semantic drift brought by ASR errors and most existing works tend to focus on designing new model structures to reduce its impact, which is at the expense of versatility and flexibility. Different from previous one-piece model, in this paper, we propose a novel and agile framework called CR-ID for ASR error robust intent detection with two plug-and-play modules, namely semantic drift calibration module (SDCM) and phonemic refinement module (PRM), which are both model-agnostic and thus could be easily integrated to any existing intent detection models without modifying their structures. Experimental results on SNIPS dataset show that, our proposed CR-ID framework achieves competitive performance and outperform all the baseline methods on ASR outputs, which verifies that CR-ID can effectively alleviate the semantic drift caused by ASR errors.
We introduce a method for improving the structural understanding abilities of language models. Unlike previous approaches that finetune the models with task-specific augmentation, we pretrain language models on a collection of task-agnostic corpora to generate structures from text. Our structure pretraining enables zero-shot transfer of the learned knowledge that models have about the structure tasks. We study the performance of this approach on 28 datasets, spanning 10 structure prediction tasks including open information extraction, joint entity and relation extraction, named entity recognition, relation classification, semantic role labeling, event extraction, coreference resolution, factual probe, intent detection, and dialogue state tracking. We further enhance the pretraining with the task-specific training sets. We show that a 10B parameter language model transfers non-trivially to most tasks and obtains state-of-the-art performance on 21 of 28 datasets that we evaluate.
Recent joint intent detection and slot tagging models have seen improved performance when compared to individual models. In many real-world datasets, the slot labels and values have a strong correlation with their intent labels. In such cases, the intent label information may act as a useful feature to the slot tagging model. In this paper, we examine the effect of leveraging intent label features through 3 techniques in the slot tagging task of joint intent and slot detection models. We evaluate our techniques on benchmark spoken language datasets SNIPS and ATIS, as well as over a large private Bixby dataset and observe an improved slot-tagging performance over state-of-the-art models.
Intent detection and slot filling are two main tasks in natural language understanding and play an essential role in task-oriented dialogue systems. The joint learning of both tasks can improve inference accuracy and is popular in recent works. However, most joint models ignore the inference latency and cannot meet the need to deploy dialogue systems at the edge. In this paper, we propose a Fast Attention Network (FAN) for joint intent detection and slot filling tasks, guaranteeing both accuracy and latency. Specifically, we introduce a clean and parameter-refined attention module to enhance the information exchange between intent and slot, improving semantic accuracy by more than 2%. FAN can be implemented on different encoders and delivers more accurate models at every speed level. Our experiments on the Jetson Nano platform show that FAN inferences fifteen utterances per second with a small accuracy drop, showing its effectiveness and efficiency on edge devices.
It is challenging to train a good intent classifier for a task-oriented dialogue system with only a few annotations. Recent studies have shown that fine-tuning pre-trained language models with a small amount of labeled utterances from public benchmarks in a supervised manner is extremely helpful. However, we find that supervised pre-training yields an anisotropic feature space, which may suppress the expressive power of the semantic representations. Inspired by recent research in isotropization, we propose to improve supervised pre-training by regularizing the feature space towards isotropy. We propose two regularizers based on contrastive learning and correlation matrix respectively, and demonstrate their effectiveness through extensive experiments. Our main finding is that it is promising to regularize supervised pre-training with isotropization to further improve the performance of few-shot intent detection. The source code can be found at https://github.com/fanolabs/isoIntentBert-main.
Systems like Voice-command based conversational agents are characterized by a pre-defined set of skills or intents to perform user specified tasks. In the course of time, newer intents may emerge requiring retraining. However, the newer intents may not be explicitly announced and need to be inferred dynamically. Thus, there are two important tasks at hand (a). identifying emerging new intents, (b). annotating data of the new intents so that the underlying classifier can be retrained efficiently. The tasks become specially challenging when a large number of new intents emerge simultaneously and there is a limited budget of manual annotation. In this paper, we propose MNID (Multiple Novel Intent Detection) which is a cluster based framework to detect multiple novel intents with budgeted human annotation cost. Empirical results on various benchmark datasets (of different sizes) demonstrate that MNID, by intelligently using the budget for annotation, outperforms the baseline methods in terms of accuracy and F1-score.
Sentiment analysis is an important task in natural language processing. In recent works, pre-trained language models are often used to achieve state-of-the-art results, especially when training data is scarce. It is common to fine-tune on the downstream task, usually by adding task-specific layers on top of the model. In this paper, we focus on aspect-based sentiment analysis, which involves extracting aspect term, category, and predicting their corresponding polarities. In particular, we are interested in few-shot settings. We propose to reformulate the extraction and prediction tasks into the sequence generation task, using a generative language model with unidirectional attention (GPT2 is used unless stated otherwise). This way, the model learns to accomplish the tasks via language generation without the need of training task-specific layers. Our evaluation results on the single-task polarity prediction show that our approach outperforms the previous state-of-the-art (based on BERT) on average performance by a large margins in few-shot and full-shot settings. More importantly, our generative approach significantly reduces the model variance caused by low-resource data. We further demonstrate that the proposed generative language model can handle joint and multi-task settings, unlike previous work. We observe that the proposed sequence generation method achieves further improved performances on polarity prediction when the model is trained via joint and multi-task settings. Further evaluation on similar sentiment analysis datasets, SST-2, SST- and OOS intent detection validates the superiority and noise robustness of generative language model in few-shot settings.
With the development of pre-trained language models, remarkable success has been witnessed in dialogue understanding (DU). However, current DU approaches usually employ independent models for each distinct DU task without considering shared knowledge across different DU tasks. In this paper, we propose a unified generative dialogue understanding framework, named {\em UniDU}, to achieve effective information exchange across diverse DU tasks. Here, we reformulate all DU tasks into a unified prompt-based generative model paradigm. More importantly, a novel model-agnostic multi-task training strategy (MATS) is introduced to dynamically adapt the weights of diverse tasks for best knowledge sharing during training, based on the nature and available data of each task. Experiments on ten DU datasets covering five fundamental DU tasks show that the proposed UniDU framework largely outperforms task-specific well-designed methods on all tasks. MATS also reveals the knowledge-sharing structure of these tasks. Finally, UniDU obtains promising performance in the unseen dialogue domain, showing the great potential for generalization.
Data-driven methods have achieved notable performance on intent detection, which is a task to comprehend user queries. Nonetheless, they are controversial for over-confident predictions. In some scenarios, users do not only care about the accuracy but also the confidence of model. Unfortunately, mainstream neural networks are poorly calibrated, with a large gap between accuracy and confidence. To handle this problem defined as confidence calibration, we propose a model using the hyperspherical space and rebalanced accuracy-uncertainty loss. Specifically, we project the label vector onto hyperspherical space uniformly to generate a dense label representation matrix, which mitigates over-confident predictions due to overfitting sparce one-hot label matrix. Besides, we rebalance samples of different accuracy and uncertainty to better guide model training. Experiments on the open datasets verify that our model outperforms the existing calibration methods and achieves a significant improvement on the calibration metric.
Open intent detection is a significant problem in natural language understanding, which aims to identify the unseen open intent while ensuring known intent identification performance. However, current methods face two major challenges. Firstly, they struggle to learn friendly representations to detect the open intent with prior knowledge of only known intents. Secondly, there is a lack of an effective approach to obtaining specific and compact decision boundaries for known intents. To address these issues, this paper presents an original framework called DA-ADB, which successively learns distance-aware intent representations and adaptive decision boundaries for open intent detection. Specifically, we first leverage distance information to enhance the distinguishing capability of the intent representations. Then, we design a novel loss function to obtain appropriate decision boundaries by balancing both empirical and open space risks. Extensive experiments demonstrate the effectiveness of the proposed distance-aware and boundary learning strategies. Compared to state-of-the-art methods, our framework achieves substantial improvements on three benchmark datasets. Furthermore, it yields robust performance with varying proportions of labeled data and known categories.