Fei Huang

Xinghua Zhang, Haiyang Yu, Yongbin Li et al.

In the era of large language models (LLMs), a vast amount of conversation logs will be accumulated thanks to the rapid development trend of language UI. Conversation Analysis (CA) strives to uncover and analyze critical information from conversation data, streamlining manual processes and supporting business insights and decision-making. The need for CA to extract actionable insights and drive empowerment is becoming increasingly prominent and attracting widespread attention. However, the lack of a clear scope for CA leads to a dispersion of various techniques, making it difficult to form a systematic technical synergy to empower business applications. In this paper, we perform a thorough review and systematize CA task to summarize the existing related work. Specifically, we formally define CA task to confront the fragmented and chaotic landscape in this field, and derive four key steps of CA from conversation scene reconstruction, to in-depth attribution analysis, and then to performing targeted training, finally generating conversations based on the targeted training for achieving the specific goals. In addition, we showcase the relevant benchmarks, discuss potential challenges and point out future directions in both industry and academia. In view of current advancements, it is evident that the majority of efforts are still concentrated on the analysis of shallow conversation elements, which presents a considerable gap between the research and business, and with the assist of LLMs, recent work has shown a trend towards research on causality and strategic tasks which are sophisticated and high-level. The analyzed experiences and insights will inevitably have broader application value in business operations that target conversation logs.

Hao Lang, Fei Huang, Yongbin Li

Reinforcement learning from human feedback (RLHF) has emerged as an effective approach to aligning large language models (LLMs) to human preferences. RLHF contains three steps, i.e., human preference collecting, reward learning, and policy optimization, which are usually performed serially. Despite its popularity, however, (fixed) reward models may suffer from inaccurate off-distribution, since policy optimization continuously shifts LLMs' data distribution. Repeatedly collecting new preference data from the latest LLMs may alleviate this issue, which unfortunately makes the resulting system more complicated and difficult to optimize. In this paper, we propose reward learning on policy (RLP), an unsupervised framework that refines a reward model using policy samples to keep it on-distribution. Specifically, an unsupervised multi-view learning method is introduced to learn robust representations of policy samples. Meanwhile, a synthetic preference generation approach is developed to simulate high-quality preference data with policy outputs. Extensive experiments on three benchmark datasets show that RLP consistently outperforms the state-of-the-art. Our code is available at \url{https://github.com/AlibabaResearch/DAMO-ConvAI/tree/main/rlp}.