Adding Chit-Chat to Enhance Task-Oriented Dialogues

• URL: http://arxiv.org/abs/2010.12757v2
• Date: Sat, 1 May 2021 19:12:41 GMT
• Title: Adding Chit-Chat to Enhance Task-Oriented Dialogues
• Authors: Kai Sun, Seungwhan Moon, Paul Crook, Stephen Roller, Becka Silvert, Bing Liu, Zhiguang Wang, Honglei Liu, Eunjoon Cho, Claire Cardie
• Abstract summary: Chit-Chat can be added to task-oriented dialogues to make virtual assistant conversations more engaging and interactive. We present our new chit-chat-based annotations to 23.8K dialogues from two popular task-oriented dialogue datasets. We also propose three new models for adding chit-chat to task-oriented dialogues, explicitly trained to predict user goals and to generate contextually relevant chit-chat responses.
• Score: 36.93917437554091
• License: http://arxiv.org/licenses/nonexclusive-distrib/1.0/
• Abstract: Existing dialogue corpora and models are typically designed under two disjoint motives: while task-oriented systems focus on achieving functional goals (e.g., booking hotels), open-domain chatbots aim at making socially engaging conversations. In this work, we propose to integrate both types of systems by Adding Chit-Chat to ENhance Task-ORiented dialogues (ACCENTOR), with the goal of making virtual assistant conversations more engaging and interactive. Specifically, we propose a Human <-> AI collaborative data collection approach for generating diverse chit-chat responses to augment task-oriented dialogues with minimal annotation effort. We then present our new chit-chat-based annotations to 23.8K dialogues from two popular task-oriented datasets (Schema-Guided Dialogue and MultiWOZ 2.1) and demonstrate their advantage over the originals via human evaluation. Lastly, we propose three new models for adding chit-chat to task-oriented dialogues, explicitly trained to predict user goals and to generate contextually relevant chit-chat responses. Automatic and human evaluations show that, compared with the state-of-the-art task-oriented baseline, our models can code-switch between task and chit-chat to be more engaging, interesting, knowledgeable, and humanlike, while maintaining competitive task performance.

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