Kushal Chawla

Kushal Chawla, Weiyan Shi, Jingwen Zhang et al.

Dialogue systems capable of social influence such as persuasion, negotiation, and therapy, are essential for extending the use of technology to numerous realistic scenarios. However, existing research primarily focuses on either task-oriented or open-domain scenarios, a categorization that has been inadequate for capturing influence skills systematically. There exists no formal definition or category for dialogue systems with these skills and data-driven efforts in this direction are highly limited. In this work, we formally define and introduce the category of social influence dialogue systems that influence users' cognitive and emotional responses, leading to changes in thoughts, opinions, and behaviors through natural conversations. We present a survey of various tasks, datasets, and methods, compiling the progress across seven diverse domains. We discuss the commonalities and differences between the examined systems, identify limitations, and recommend future directions. This study serves as a comprehensive reference for social influence dialogue systems to inspire more dedicated research and discussion in this emerging area.

Kushal Chawla, Ian Wu, Yu Rong et al.

A natural way to design a negotiation dialogue system is via self-play RL: train an agent that learns to maximize its performance by interacting with a simulated user that has been designed to imitate human-human dialogue data. Although this procedure has been adopted in prior work, we find that it results in a fundamentally flawed system that fails to learn the value of compromise in a negotiation, which can often lead to no agreements (i.e., the partner walking away without a deal), ultimately hurting the model's overall performance. We investigate this observation in the context of the DealOrNoDeal task, a multi-issue negotiation over books, hats, and balls. Grounded in negotiation theory from Economics, we modify the training procedure in two novel ways to design agents with diverse personalities and analyze their performance with human partners. We find that although both techniques show promise, a selfish agent, which maximizes its own performance while also avoiding walkaways, performs superior to other variants by implicitly learning to generate value for both itself and the negotiation partner. We discuss the implications of our findings for what it means to be a successful negotiation dialogue system and how these systems should be designed in the future.

Kushal Chawla, Gale M. Lucas, Jonathan May et al.

Opponent modeling is the task of inferring another party's mental state within the context of social interactions. In a multi-issue negotiation, it involves inferring the relative importance that the opponent assigns to each issue under discussion, which is crucial for finding high-value deals. A practical model for this task needs to infer these priorities of the opponent on the fly based on partial dialogues as input, without needing additional annotations for training. In this work, we propose a ranker for identifying these priorities from negotiation dialogues. The model takes in a partial dialogue as input and predicts the priority order of the opponent. We further devise ways to adapt related data sources for this task to provide more explicit supervision for incorporating the opponent's preferences and offers, as a proxy to relying on granular utterance-level annotations. We show the utility of our proposed approach through extensive experiments based on two dialogue datasets. We find that the proposed data adaptations lead to strong performance in zero-shot and few-shot scenarios. Moreover, they allow the model to perform better than baselines while accessing fewer utterances from the opponent. We release our code to support future work in this direction.

Kushal Chawla, Jaysa Ramirez, Rene Clever et al.

Automated systems that negotiate with humans have broad applications in pedagogy and conversational AI. To advance the development of practical negotiation systems, we present CaSiNo: a novel corpus of over a thousand negotiation dialogues in English. Participants take the role of campsite neighbors and negotiate for food, water, and firewood packages for their upcoming trip. Our design results in diverse and linguistically rich negotiations while maintaining a tractable, closed-domain environment. Inspired by the literature in human-human negotiations, we annotate persuasion strategies and perform correlation analysis to understand how the dialogue behaviors are associated with the negotiation performance. We further propose and evaluate a multi-task framework to recognize these strategies in a given utterance. We find that multi-task learning substantially improves the performance for all strategy labels, especially for the ones that are the most skewed. We release the dataset, annotations, and the code to propel future work in human-machine negotiations: https://github.com/kushalchawla/CaSiNo

Kushal Chawla, Chenyang Zhu, Pengshan Cai et al.

Summarization of multi-party dialogues is a critical capability in industry, enhancing knowledge transfer and operational effectiveness across many domains. However, automatically generating high-quality summaries is challenging, as the ideal summary must satisfy a set of complex, multi-faceted requirements. While summarization has received immense attention in research, prior work has primarily utilized static datasets and benchmarks, a condition rare in practical scenarios where requirements inevitably evolve. In this work, we present an industry case study on developing an agentic system to summarize multi-party interactions. We share practical insights spanning the full development lifecycle to guide practitioners in building reliable, adaptable summarization systems, as well as to inform future research, covering: 1) robust methods for evaluation despite evolving requirements and task subjectivity, 2) component-wise optimization enabled by the task decomposition inherent in an agentic architecture, 3) the impact of upstream data bottlenecks, and 4) the realities of vendor lock-in due to the poor transferability of LLM prompts.

Deuksin Kwon, Emily Weiss, Tara Kulshrestha et al.

A successful negotiation requires a range of capabilities, including comprehension of the conversation context, Theory-of-Mind (ToM) skills to infer the partner's motives, strategic reasoning, and effective communication, making it challenging for automated systems. Despite the remarkable performance of LLMs in various NLP tasks, there is no systematic evaluation of their capabilities in negotiation. Such an evaluation is critical for advancing AI negotiation agents and negotiation research, ranging from designing dialogue systems to providing pedagogical feedback and scaling up data collection practices. This work aims to systematically analyze the multifaceted capabilities of LLMs across diverse dialogue scenarios throughout the stages of a typical negotiation interaction. Our analysis highlights GPT-4's superior performance in many tasks while identifying specific challenges, such as making subjective assessments and generating contextually appropriate, strategically advantageous responses.

James Hale, Sushrita Rakshit, Kushal Chawla et al.

We present KODIS, a dyadic dispute resolution corpus containing thousands of dialogues from over 75 countries. Motivated by a theoretical model of culture and conflict, participants engage in a typical customer service dispute designed by experts to evoke strong emotions and conflict. The corpus contains a rich set of dispositional, process, and outcome measures. The initial analysis supports theories of how anger expressions lead to escalatory spirals and highlights cultural differences in emotional expression. We make this corpus and data collection framework available to the community.

Kushal Chawla, Hannah Rashkin, Gaurav Singh Tomar et al.

Knowledge-grounded dialogue generation is a challenging task because it requires satisfying two fundamental yet often competing constraints: being responsive in a manner that is specific to what the conversation partner has said while also being attributable to an underlying source document. In this work, we bring this trade-off between these two objectives (specificity and attribution) to light and ask the question: Can explicit content planning before the response generation help the model to address this challenge? To answer this question, we design a framework called PLEDGE, which allows us to experiment with various plan variables explored in prior work, supporting both metric-agnostic and metric-aware approaches. While content planning shows promise, our results on whether it can actually help to navigate this trade-off are mixed -- planning mechanisms that are metric-aware (use automatic metrics during training) are better at automatic evaluations but underperform in human judgment compared to metric-agnostic mechanisms. We discuss how this may be caused by over-fitting to automatic metrics and the need for future work to better calibrate these metrics towards human judgment. We hope the observations from our analysis will inform future work that aims to apply content planning in this context.

Chenyang Zhu, Spencer Hong, Jingyu Wu et al.

We have reached a critical roadblock in the development and enhancement of long-horizon, multi-component LLM agentic systems: it is incredibly tricky to identify where these systems break down and why. Evaluation capabilities that currently exist today (e.g., single pass LLM-as-a-judge) are limited in that they often focus on individual metrics or capabilities, end-to-end outcomes, and are narrowly grounded on the preferences of humans. We argue that to match the agentic capabilities, evaluation frameworks must also be able to reason, probe, iterate, and understand the complex logic passing through these systems over long horizons. In this paper, we present RAFFLES - an evaluation architecture that incorporates reasoning and iterative refinement. Specifically, RAFFLES operates as an iterative, multi-component pipeline, using a central Judge to systematically investigate faults and a set of specialized Evaluators to assess not only the system's components but also the quality of the reasoning by the Judge itself, thereby building a history of hypotheses. We tested RAFFLES against several baselines on the Who&When dataset, a benchmark designed to diagnose the "who" (agent) and "when" (step) of a system's failure. RAFFLES outperforms these baselines, achieving an agent-step fault pair accuracy of over 43% on the Algorithmically-Generated dataset (a substantial increase from the previously published best of 16.6%) and over 20% on the Hand-Crafted dataset (surpassing the previously published best of 8.8%). These results demonstrate a key step towards introducing automated fault detection for autonomous systems over labor-intensive manual human review.

Sushrita Rakshit, James Hale, Kushal Chawla et al.

In conflict, people use emotional expressions to shape their counterparts' thoughts, feelings, and actions. This paper explores whether automatic text emotion recognition offers insight into this influence in the context of dispute resolution. Prior work has shown the promise of such methods in negotiations; however, disputes evoke stronger emotions and different social processes. We use a large corpus of buyer-seller dispute dialogues to investigate how emotional expressions shape subjective and objective outcomes. We further demonstrate that large-language models yield considerably greater explanatory power than previous methods for emotion intensity annotation and better match the decisions of human annotators. Findings support existing theoretical models for how emotional expressions contribute to conflict escalation and resolution and suggest that agent-based systems could be useful in managing disputes by recognizing and potentially mitigating emotional escalation.

Kushal Chawla, Alfy Samuel, Anoop Kumar et al.

Traditional Retrieval-Augmented Generation (RAG) struggles with complex queries that lack strong signals to retrieve the most relevant context, forcing a trade-off between choosing a small context that misses key information and a large context that confuses the LLM. To address this, we propose Forward-Backward RAG (FB-RAG), a new training-free framework based on a simple yet powerful forward-looking strategy. FB-RAG employs a light-weight LLM to peek into potential future generations, using evidence from multiple sampled outputs to precisely identify the most relevant context for a final, more powerful generator. This improves performance without complex finetuning or Reinforcement Learning common in prior work. Across $9$ datasets from LongBench and $\infty$Bench, FB-RAG consistently delivers strong results. Further, the performance gains can be achieved with reduced latency due to a shorter, more focused prompt for the powerful generator. On EN.QA dataset, FB-RAG matches the leading baseline with over $48$% latency reduction or achieves an $8$% performance improvement with a $10$% latency reduction. Our analysis finds cases where even when the forward-looking LLM fails to generate correct answers, its attempts are sufficient to guide the final model to an accurate response, demonstrating how smaller LLMs can systematically improve the performance and efficiency of larger ones.

Kushal Chawla, Rene Clever, Jaysa Ramirez et al.

Negotiation is a complex social interaction that encapsulates emotional encounters in human decision-making. Virtual agents that can negotiate with humans are useful in pedagogy and conversational AI. To advance the development of such agents, we explore the prediction of two important subjective goals in a negotiation - outcome satisfaction and partner perception. Specifically, we analyze the extent to which emotion attributes extracted from the negotiation help in the prediction, above and beyond the individual difference variables. We focus on a recent dataset in chat-based negotiations, grounded in a realistic camping scenario. We study three degrees of emotion dimensions - emoticons, lexical, and contextual by leveraging affective lexicons and a state-of-the-art deep learning architecture. Our insights will be helpful in designing adaptive negotiation agents that interact through realistic communication interfaces.

Kushal Chawla, Gale Lucas

This document describes our agent Pilot, winner of the Human-Agent Negotiation Challenge at ANAC, IJCAI 2020. Pilot is a virtual human that participates in a sequence of three negotiations with a human partner. Our system is based on the Interactive Arbitration Guide Online (IAGO) negotiation framework. We leverage prior Affective Computing and Psychology research in negotiations to guide various key principles that define the behavior and personality of our agent.

Abhilasha Sancheti, Kushal Chawla, Gaurav Verma

We describe our system for WNUT-2020 shared task on the identification of informative COVID-19 English tweets. Our system is an ensemble of various machine learning methods, leveraging both traditional feature-based classifiers as well as recent advances in pre-trained language models that help in capturing the syntactic, semantic, and contextual features from the tweets. We further employ pseudo-labelling to incorporate the unlabelled Twitter data released on the pandemic. Our best performing model achieves an F1-score of 0.9179 on the provided validation set and 0.8805 on the blind test-set.

Kushal Chawla, Gale Lucas, Jonathan May et al.

Agents that negotiate with humans find broad applications in pedagogy and conversational AI. Most efforts in human-agent negotiations rely on restrictive menu-driven interfaces for communication. To advance the research in language-based negotiation systems, we explore a novel task of early prediction of buyer-seller negotiation outcomes, by varying the fraction of utterances that the model can access. We explore the feasibility of early prediction by using traditional feature-based methods, as well as by incorporating the non-linguistic task context into a pretrained language model using sentence templates. We further quantify the extent to which linguistic features help in making better predictions apart from the task-specific price information. Finally, probing the pretrained model helps us to identify specific features, such as trust and agreement, that contribute to the prediction performance.

Kushal Chawla, Hrituraj Singh, Arijit Pramanik et al.

Recently, research efforts have gained pace to cater to varied user preferences while generating text summaries. While there have been attempts to incorporate a few handpicked characteristics such as length or entities, a holistic view around these preferences is missing and crucial insights on why certain characteristics should be incorporated in a specific manner are absent. With this objective, we provide a categorization around these characteristics relevant to the task of text summarization: one, focusing on what content needs to be generated and second, focusing on the stylistic aspects of the output summaries. We use our insights to provide guidelines on appropriate methods to incorporate various classes characteristics in sequence-to-sequence summarization framework. Our experiments with incorporating topics, readability and simplicity indicate the viability of the proposed prescriptions

Kushal Chawla, Kundan Krishna, Balaji Vasan Srinivasan

Pointer generator networks have been used successfully for abstractive summarization. Along with the capability to generate novel words, it also allows the model to copy from the input text to handle out-of-vocabulary words. In this paper, we point out two key shortcomings of the summaries generated with this framework via manual inspection, statistical analysis and human evaluation. The first shortcoming is the extractive nature of the generated summaries, since the network eventually learns to copy from the input article most of the times, affecting the abstractive nature of the generated summaries. The second shortcoming is the factual inaccuracies in the generated text despite grammatical correctness. Our analysis indicates that this arises due to incorrect attention transition between different parts of the article. We propose an initial attempt towards addressing both these shortcomings by externally appending traditional linguistic information parsed from the input text, thereby teaching networks on the structure of the underlying text. Results indicate feasibility and potential of such additional cues for improved generation.

Ritwik Sinha, Dhruv Singal, Pranav Maneriker et al.

Orchestration of campaigns for online display advertising requires marketers to forecast audience size at the granularity of specific attributes of web traffic, characterized by the categorical nature of all attributes (e.g. {US, Chrome, Mobile}). With each attribute taking many values, the very large attribute combination set makes estimating audience size for any specific attribute combination challenging. We modify Eclat, a frequent itemset mining (FIM) algorithm, to accommodate categorical variables. For consequent frequent and infrequent itemsets, we then provide forecasts using time series analysis with conditional probabilities to aid approximation. An extensive simulation, based on typical characteristics of audience data, is built to stress test our modified-FIM approach. In two real datasets, comparison with baselines including neural network models, shows that our method lowers computation time of FIM for categorical data. On hold out samples we show that the proposed forecasting method outperforms these baselines.

Sopan Khosla, Niyati Chhaya, Kushal Chawla

Human communication includes information, opinions, and reactions. Reactions are often captured by the affective-messages in written as well as verbal communications. While there has been work in affect modeling and to some extent affective content generation, the area of affective word distributions in not well studied. Synsets and lexica capture semantic relationships across words. These models however lack in encoding affective or emotional word interpretations. Our proposed model, Aff2Vec provides a method for enriched word embeddings that are representative of affective interpretations of words. Aff2Vec outperforms the state--of--the--art in intrinsic word-similarity tasks. Further, the use of Aff2Vec representations outperforms baseline embeddings in downstream natural language understanding tasks including sentiment analysis, personality detection, and frustration prediction.

Kushal Chawla, Sunil Kumar Sahu, Ashish Anand

Learning algorithms for natural language processing (NLP) tasks traditionally rely on manually defined relevant contextual features. On the other hand, neural network models using an only distributional representation of words have been successfully applied for several NLP tasks. Such models learn features automatically and avoid explicit feature engineering. Across several domains, neural models become a natural choice specifically when limited characteristics of data are known. However, this flexibility comes at the cost of interpretability. In this paper, we define three different methods to investigate ability of bi-directional recurrent neural networks (RNNs) in capturing contextual features. In particular, we analyze RNNs for sequence tagging tasks. We perform a comprehensive analysis on general as well as biomedical domain datasets. Our experiments focus on important contextual words as features, which can easily be extended to analyze various other feature types. We also investigate positional effects of context words and show how the developed methods can be used for error analysis.