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Register a new userAre Pretrained Transformers Robust in Intent Classification? A Missing Ingredient in Evaluation of Out-of-Scope Intent Detection
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Jianguo Zhang
Publication date
2021
fields
Informatics Engineering
and research's language is
English
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Pretrained Transformer-based models were reported to be robust in intent classification. In this work, we first point out the importance of in-domain out-of-scope detection in few-shot intent recognition tasks and then illustrate the vulnerability of pretrained Transformer-based models against samples that are in-domain but out-of-scope (ID-OOS). We empirically show that pretrained models do not perform well on both ID-OOS examples and general out-of-scope examples, especially on fine-grained few-shot intent detection tasks. To figure out how the models mistakenly classify ID-OOS intents as in-scope intents, we further conduct analysis on confidence scores and the overlapping keywords and provide several prospective directions for future work. We release the relevant resources to facilitate future research.
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User queries for a real-world dialog system may sometimes fall outside the scope of the systems capabilities, but appropriate system responses will enable smooth processing throughout the human-computer interaction. This paper is concerned with the users intent, and focuses on out-of-scope intent classification in dialog systems. Although user intents are highly correlated with the application domain, few studies have exploited such correlations for intent classification. Rather than developing a two-stage approach that first classifies the domain and then the intent, we propose a hierarchical multi-task learning approach based on a joint model to classify domain and intent simultaneously. Novelties in the proposed approach include: (1) sharing supervised out-of-scope signals in joint modeling of domain and intent classification to replace a two-stage pipeline; and (2) introducing a hierarchical model that learns the intent and domain representations in the higher and lower layers respectively. Experiments show that the model outperforms existing methods in terms of accuracy, out-of-scope recall and F1. Additionally, threshold-based post-processing further improves performance by balancing precision and recall in intent classification.
Intent classification is a major task in spoken language understanding (SLU). Since most models are built with pre-collected in-domain (IND) training utterances, their ability to detect unsupported out-of-domain (OOD) utterances has a critical effect in practical use. Recent works have shown that using extra data and labels can improve the OOD detection performance, yet it could be costly to collect such data. This paper proposes to train a model with only IND data while supporting both IND intent classification and OOD detection. Our method designs a novel domain-regularized module (DRM) to reduce the overconfident phenomenon of a vanilla classifier, achieving a better generalization in both cases. Besides, DRM can be used as a drop-in replacement for the last layer in any neural network-based intent classifier, providing a low-cost strategy for a significant improvement. The evaluation on four datasets shows that our method built on BERT and RoBERTa models achieves state-of-the-art performance against existing approaches and the strong baselines we created for the comparisons.
Pretrained Transformers achieve remarkable performance when training and test data are from the same distribution. However, in real-world scenarios, the model often faces out-of-distribution (OOD) instances that can cause severe semantic shift problems at inference time. Therefore, in practice, a reliable model should identify such instances, and then either reject them during inference or pass them over to models that handle another distribution. In this paper, we develop an unsupervised OOD detection method, in which only the in-distribution (ID) data are used in training. We propose to fine-tune the Transformers with a contrastive loss, which improves the compactness of representations, such that OOD instances can be better differentiated from ID ones. These OOD instances can then be accurately detected using the Mahalanobis distance in the models penultimate layer. We experiment with comprehensive settings and achieve near-perfect OOD detection performance, outperforming baselines drastically. We further investigate the rationales behind the improvement, finding that more compact representations through margin-based contrastive learning bring the improvement. We release our code to the community for future research.
Modern task-oriented dialog systems need to reliably understand users intents. Intent detection is most challenging when moving to new domains or new languages, since there is little annotated data. To address this challenge, we present a suite of pretrained intent detection models. Our models are able to predict a broad range of intended goals from many actions because they are trained on wikiHow, a comprehensive instructional website. Our models achieve state-of-the-art results on the Snips dataset, the Schema-Guided Dialogue dataset, and all 3 languages of the Facebook multilingual dialog datasets. Our models also demonstrate strong zero- and few-shot performance, reaching over 75% accuracy using only 100 training examples in all datasets.
Zero-shot intent detection (ZSID) aims to deal with the continuously emerging intents without annotated training data. However, existing ZSID systems suffer from two limitations: 1) They are not good at modeling the relationship between seen and unseen intents. 2) They cannot effectively recognize unseen intents under the generalized intent detection (GZSID) setting. A critical problem behind these limitations is that the representations of unseen intents cannot be learned in the training stage. To address this problem, we propose a novel framework that utilizes unseen class labels to learn Class-Transductive Intent Representations (CTIR). Specifically, we allow the model to predict unseen intents during training, with the corresponding label names serving as input utterances. On this basis, we introduce a multi-task learning objective, which encourages the model to learn the distinctions among intents, and a similarity scorer, which estimates the connections among intents more accurately. CTIR is easy to implement and can be integrated with existing methods. Experiments on two real-world datasets show that CTIR brings considerable improvement to the baseline systems.
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