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Register a new userDomain-Independent turn-level Dialogue Quality Evaluation via User Satisfaction Estimation
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Added by
Praveen Kumar Bodigutla
Publication date
2019
fields
Informatics Engineering
and research's language is
English
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An automated metric to evaluate dialogue quality is vital for optimizing data driven dialogue management. The common approach of relying on explicit user feedback during a conversation is intrusive and sparse. Current models to estimate user satisfaction use limited feature sets and rely on annotation schemes with low inter-rater reliability, limiting generalizability to conversations spanning multiple domains. To address these gaps, we created a new Response Quality annotation scheme, based on which we developed turn-level User Satisfaction metric. We introduced five new domain-independent feature sets and experimented with six machine learning models to estimate the new satisfaction metric. Using Response Quality annotation scheme, across randomly sampled single and multi-turn conversations from 26 domains, we achieved high inter-annotator agreement (Spearmans rho 0.94). The Response Quality labels were highly correlated (0.76) with explicit turn-level user ratings. Gradient boosting regression achieved best correlation of ~0.79 between predicted and annotated user satisfaction labels. Multi Layer Perceptron and Gradient Boosting regression models generalized to an unseen domain better (linear correlation 0.67) than other models. Finally, our ablation study verified that our novel features significantly improved model performance.
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Digital assistants are experiencing rapid growth due to their ability to assist users with day-to-day tasks where most dialogues are happening multi-turn. However, evaluating multi-turn dialogues remains challenging, especially at scale. We suggest a context-sensitive method to estimate the turn-level satisfaction for dialogue considering various types of user preferences. The costs of interactions between users and dialogue systems are formulated using a budget consumption concept. We assume users have an initial interaction budget for a dialogue formed based on the task complexity and that each turn has a cost. When the task is completed, or the budget has been exhausted, users quit the dialogue. We demonstrate our methods effectiveness by extensive experimentation with a simulated dialogue platform and real multi-turn dialogues.
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