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Register a new userA Semi-supervised Multi-task Learning Approach to Classify Customer Contact Intents
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Added by
Li Dong
Publication date
2021
fields
Informatics Engineering
and research's language is
English
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In the area of customer support, understanding customers intents is a crucial step. Machine learning plays a vital role in this type of intent classification. In reality, it is typical to collect confirmation from customer support representatives (CSRs) regarding the intent prediction, though it can unnecessarily incur prohibitive cost to ask CSRs to assign existing or new intents to the mis-classified cases. Apart from the confirmed cases with and without intent labels, there can be a number of cases with no human curation. This data composition (Positives + Unlabeled + multiclass Negatives) creates unique challenges for model development. In response to that, we propose a semi-supervised multi-task learning paradigm. In this manuscript, we share our experience in building text-based intent classification models for a customer support service on an E-commerce website. We improve the performance significantly by evolving the model from multiclass classification to semi-supervised multi-task learning by leveraging the negative cases, domain- and task-adaptively pretrained ALBERT on customer contact texts, and a number of un-curated data with no labels. In the evaluation, the final model boosts the average AUC ROC by almost 20 points compared to the baseline finetuned multiclass classification ALBERT model.
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Multi-task learning (MTL) allows deep neural networks to learn from related tasks by sharing parameters with other networks. In practice, however, MTL involves searching an enormous space of possible parameter sharing architectures to find (a) the layers or subspaces that benefit from sharing, (b) the appropriate amount of sharing, and (c) the appropriate relative weights of the different task losses. Recent work has addressed each of the above problems in isolation. In this work we present an approach that learns a latent multi-task architecture that jointly addresses (a)--(c). We present experiments on synthetic data and data from OntoNotes 5.0, including four different tasks and seven different domains. Our extension consistently outperforms previous approaches to learning latent architectures for multi-task problems and achieves up to 15% average error reductions over common approaches to MTL.
We extend semi-supervised learning to the problem of domain adaptation to learn significantly higher-accuracy models that train on one data distribution and test on a different one. With the goal of generality, we introduce AdaMatch, a method that unifies the tasks of unsupervised domain adaptation (UDA), semi-supervised learning (SSL), and semi-supervised domain adaptation (SSDA). In an extensive experimental study, we compare its behavior with respective state-of-the-art techniques from SSL, SSDA, and UDA on vision classification tasks. We find AdaMatch either matches or significantly exceeds the state-of-the-art in each case using the same hyper-parameters regardless of the dataset or task. For example, AdaMatch nearly doubles the accuracy compared to that of the prior state-of-the-art on the UDA task for DomainNet and even exceeds the accuracy of the prior state-of-the-art obtained with pre-training by 6.4% when AdaMatch is trained completely from scratch. Furthermore, by providing AdaMatch with just one labeled example per class from the target domain (i.e., the SSDA setting), we increase the target accuracy by an additional 6.1%, and with 5 labeled examples, by 13.6%.
Knowledge graph (KG) plays an increasingly important role in recommender systems. A recent technical trend is to develop end-to-end models founded on graph neural networks (GNNs). However, existing GNN-based models are coarse-grained in relational modeling, failing to (1) identify user-item relation at a fine-grained level of intents, and (2) exploit relation dependencies to preserve the semantics of long-range connectivity. In this study, we explore intents behind a user-item interaction by using auxiliary item knowledge, and propose a new model, Knowledge Graph-based Intent Network (KGIN). Technically, we model each intent as an attentive combination of KG relations, encouraging the independence of different intents for better model capability and interpretability. Furthermore, we devise a new information aggregation scheme for GNN, which recursively integrates the relation sequences of long-range connectivity (i.e., relational paths). This scheme allows us to distill useful information about user intents and encode them into the representations of users and items. Experimental results on three benchmark datasets show that, KGIN achieves significant improvements over the state-of-the-art methods like KGAT, KGNN-LS, and CKAN. Further analyses show that KGIN offers interpretable explanations for predictions by identifying influential intents and relational paths. The implementations are available at https://github.com/huangtinglin/Knowledge_Graph_based_Intent_Network.
Automated classification of metadata of research data by their discipline(s) of research can be used in scientometric research, by repository service providers, and in the context of research data aggregation services. Openly available metadata of the DataCite index for research data were used to compile a large training and evaluation set comprised of 609,524 records, which is published alongside this paper. These data allow to reproducibly assess classification approaches, such as tree-based models and neural networks. According to our experiments with 20 base classes (multi-label classification), multi-layer perceptron models perform best with a f1-macro score of 0.760 closely followed by Long Short-Term Memory models (f1-macro score of 0.755). A possible application of the trained classification models is the quantitative analysis of trends towards interdisciplinarity of digital scholarly output or the characterization of growth patterns of research data, stratified by discipline of research. Both applications perform at scale with the proposed models which are available for re-use.
The task of natural language table retrieval (NLTR) seeks to retrieve semantically relevant tables based on natural language queries. Existing learning systems for this task often treat tables as plain text based on the assumption that tables are structured as dataframes. However, tables can have complex layouts which indicate diverse dependencies between subtable structures, such as nested headers. As a result, queries may refer to different spans of relevant content that is distributed across these structures. Moreover, such systems fail to generalize to novel scenarios beyond those seen in the training set. Prior methods are still distant from a generalizable solution to the NLTR problem, as they fall short in handling complex table layouts or queries over multiple granularities. To address these issues, we propose Graph-based Table Retrieval (GTR), a generalizable NLTR framework with multi-granular graph representation learning. In our framework, a table is first converted into a tabular graph, with cell nodes, row nodes and column nodes to capture content at different granularities. Then the tabular graph is input to a Graph Transformer model that can capture both table cell content and the layout structures. To enhance the robustness and generalizability of the model, we further incorporate a self-supervised pre-training task based on graph-context matching. Experimental results on two benchmarks show that our method leads to significant improvements over the current state-of-the-art systems. Further experiments demonstrate promising performance of our method on cross-dataset generalization, and enhanced capability of handling complex tables and fulfilling diverse query intents. Code and data are available at https://github.com/FeiWang96/GTR.
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