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Register a new userSelf-Supervised Contrastive Learning for Efficient User Satisfaction Prediction in Conversational Agents
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Mohammad Kachuee Mr.
Publication date
2020
fields
Informatics Engineering
and research's language is
English
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Turn-level user satisfaction is one of the most important performance metrics for conversational agents. It can be used to monitor the agents performance and provide insights about defective user experiences. Moreover, a powerful satisfaction model can be used as an objective function that a conversational agent continuously optimizes for. While end-to-end deep learning has shown promising results, having access to a large number of reliable annotated samples required by these methods remains challenging. In a large-scale conversational system, there is a growing number of newly developed skills, making the traditional data collection, annotation, and modeling process impractical due to the required annotation costs as well as the turnaround times. In this paper, we suggest a self-supervised contrastive learning approach that leverages the pool of unlabeled data to learn user-agent interactions. We show that the pre-trained models using the self-supervised objective are transferable to the user satisfaction prediction. In addition, we propose a novel few-shot transfer learning approach that ensures better transferability for very small sample sizes. The suggested few-shot method does not require any inner loop optimization process and is scalable to very large datasets and complex models. Based on our experiments using real-world data from a large-scale commercial system, the suggested approach is able to significantly reduce the required number of annotations, while improving the generalization on unseen out-of-domain skills.
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Measuring user satisfaction level is a challenging task, and a critical component in developing large-scale conversational agent systems serving the needs of real users. An widely used approach to tackle this is to collect human annotation data and use them for evaluation or modeling. Human annotation based approaches are easier to control, but hard to scale. A novel alternative approach is to collect users direct feedback via a feedback elicitation system embedded to the conversational agent system, and use the collected user feedback to train a machine-learned model for generalization. User feedback is the best proxy for user satisfaction, but is not available for some ineligible intents and certain situations. Thus, these two types of approaches are complementary to each other. In this work, we tackle the user satisfaction assessment problem with a hybrid approach that fuses explicit user feedback, user satisfaction predictions inferred by two machine-learned models, one trained on user feedback data and the other human annotation data. The hybrid approach is based on a waterfall policy, and the experimental results with Amazon Alexas large-scale datasets show significant improvements in inferring user satisfaction. A detailed hybrid architecture, an in-depth analysis on user feedback data, and an algorithm that generates data sets to properly simulate the live traffic are presented in this paper.
Community based question answering services have arisen as a popular knowledge sharing pattern for netizens. With abundant interactions among users, individuals are capable of obtaining satisfactory information. However, it is not effective for users to attain answers within minutes. Users have to check the progress over time until the satisfying answers submitted. We address this problem as a user personalized satisfaction prediction task. Existing methods usually exploit manual feature selection. It is not desirable as it requires careful design and is labor intensive. In this paper, we settle this issue by developing a new multiple instance deep learning framework. Specifically, in our settings, each question follows a weakly supervised learning multiple instance learning assumption, where its obtained answers can be regarded as instance sets and we define the question resolved with at least one satisfactory answer. We thus design an efficient framework exploiting multiple instance learning property with deep learning to model the question answer pairs. Extensive experiments on large scale datasets from Stack Exchange demonstrate the feasibility of our proposed framework in predicting askers personalized satisfaction. Our framework can be extended to numerous applications such as UI satisfaction Prediction, multi armed bandit problem, expert finding and so on.
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