Saab Mansour

Hwanjun Song, Hang Su, Igor Shalyminov et al. · amazon-science

Automated evaluation is crucial for streamlining text summarization benchmarking and model development, given the costly and time-consuming nature of human evaluation. Traditional methods like ROUGE do not correlate well with human judgment, while recently proposed LLM-based metrics provide only summary-level assessment using Likert-scale scores. This limits deeper model analysis, e.g., we can only assign one hallucination score at the summary level, while at the sentence level, we can count sentences containing hallucinations. To remedy those limitations, we propose FineSurE, a fine-grained evaluator specifically tailored for the summarization task using large language models (LLMs). It also employs completeness and conciseness criteria, in addition to faithfulness, enabling multi-dimensional assessment. We compare various open-source and proprietary LLMs as backbones for FineSurE. In addition, we conduct extensive benchmarking of FineSurE against SOTA methods including NLI-, QA-, and LLM-based methods, showing improved performance especially on the completeness and conciseness dimensions. The code is available at https://github.com/DISL-Lab/FineSurE-ACL24.

Raphael Shu, Elman Mansimov, Tamer Alkhouli et al. · uw

Functionality and dialogue experience are two important factors of task-oriented dialogue systems. Conventional approaches with closed schema (e.g., conversational semantic parsing) often fail as both the functionality and dialogue experience are strongly constrained by the underlying schema. We introduce a new paradigm for task-oriented dialogue - Dialog2API - to greatly expand the functionality and provide seamless dialogue experience. The conversational model interacts with the environment by generating and executing programs triggering a set of pre-defined APIs. The model also manages the dialogue policy and interact with the user through generating appropriate natural language responses. By allowing generating free-form programs, Dialog2API supports composite goals by combining different APIs, whereas unrestricted program revision provides natural and robust dialogue experience. To facilitate Dialog2API, the core model is provided with API documents, an execution environment and optionally some example dialogues annotated with programs. We propose an approach tailored for the Dialog2API, where the dialogue states are represented by a stack of programs, with most recently mentioned program on the top of the stack. Dialog2API can work with many application scenarios such as software automation and customer service. In this paper, we construct a dataset for AWS S3 APIs and present evaluation results of in-context learning baselines.

Shamik Roy, Raphael Shu, Nikolaos Pappas et al. · uw

Conventional text style transfer approaches focus on sentence-level style transfer without considering contextual information, and the style is described with attributes (e.g., formality). When applying style transfer in conversations such as task-oriented dialogues, existing approaches suffer from these limitations as context can play an important role and the style attributes are often difficult to define in conversations. In this paper, we introduce conversation style transfer as a few-shot learning problem, where the model learns to perform style transfer by observing only a few example dialogues in the target style. We propose a novel in-context learning approach to solve the task with style-free dialogues as a pivot. Human evaluation shows that by incorporating multi-turn context, the model is able to match the target style while having better appropriateness and semantic correctness compared to utterance/sentence-level style transfer. Additionally, we show that conversation style transfer can also benefit downstream tasks. For example, in multi-domain intent classification tasks, the F1 scores improve after transferring the style of training data to match the style of the test data.

Aaron Mueller, Jason Krone, Salvatore Romeo et al.

In text classification tasks, useful information is encoded in the label names. Label semantic aware systems have leveraged this information for improved text classification performance during fine-tuning and prediction. However, use of label-semantics during pre-training has not been extensively explored. We therefore propose Label Semantic Aware Pre-training (LSAP) to improve the generalization and data efficiency of text classification systems. LSAP incorporates label semantics into pre-trained generative models (T5 in our case) by performing secondary pre-training on labeled sentences from a variety of domains. As domain-general pre-training requires large amounts of data, we develop a filtering and labeling pipeline to automatically create sentence-label pairs from unlabeled text. We perform experiments on intent (ATIS, Snips, TOPv2) and topic classification (AG News, Yahoo! Answers). LSAP obtains significant accuracy improvements over state-of-the-art models for few-shot text classification while maintaining performance comparable to state of the art in high-resource settings.

Asa Cooper Stickland, Sailik Sengupta, Jason Krone et al.

Advances in neural modeling have achieved state-of-the-art (SOTA) results on public natural language processing (NLP) benchmarks, at times surpassing human performance. However, there is a gap between public benchmarks and real-world applications where noise, such as typographical or grammatical mistakes, is abundant and can result in degraded performance. Unfortunately, works which evaluate the robustness of neural models on noisy data and propose improvements, are limited to the English language. Upon analyzing noise in different languages, we observe that noise types vary greatly across languages. Thus, existing investigations do not generalize trivially to multilingual settings. To benchmark the performance of pretrained multilingual language models, we construct noisy datasets covering five languages and four NLP tasks and observe a clear gap in the performance between clean and noisy data in the zero-shot cross-lingual setting. After investigating several ways to boost the robustness of multilingual models in this setting, we propose Robust Contrastive Pretraining (RCP). RCP combines data augmentation with a contrastive loss term at the pretraining stage and achieves large improvements on noisy (and original test data) across two sentence-level (+3.2%) and two sequence-labeling (+10 F1-score) multilingual classification tasks.

Han He, Song Feng, Daniele Bonadiman et al.

DataFlow has been emerging as a new paradigm for building task-oriented chatbots due to its expressive semantic representations of the dialogue tasks. Despite the availability of a large dataset SMCalFlow and a simplified syntax, the development and evaluation of DataFlow-based chatbots remain challenging due to the system complexity and the lack of downstream toolchains. In this demonstration, we present DFEE, an interactive DataFlow Execution and Evaluation toolkit that supports execution, visualization and benchmarking of semantic parsers given dialogue input and backend database. We demonstrate the system via a complex dialog task: event scheduling that involves temporal reasoning. It also supports diagnosing the parsing results via a friendly interface that allows developers to examine dynamic DataFlow and the corresponding execution results. To illustrate how to benchmark SoTA models, we propose a novel benchmark that covers more sophisticated event scheduling scenarios and a new metric on task success evaluation. The codes of DFEE have been released on https://github.com/amazonscience/dataflow-evaluation-toolkit.

Denis Emelin, Daniele Bonadiman, Sawsan Alqahtani et al.

Pre-trained language models (PLM) have advanced the state-of-the-art across NLP applications, but lack domain-specific knowledge that does not naturally occur in pre-training data. Previous studies augmented PLMs with symbolic knowledge for different downstream NLP tasks. However, knowledge bases (KBs) utilized in these studies are usually large-scale and static, in contrast to small, domain-specific, and modifiable knowledge bases that are prominent in real-world task-oriented dialogue (TOD) systems. In this paper, we showcase the advantages of injecting domain-specific knowledge prior to fine-tuning on TOD tasks. To this end, we utilize light-weight adapters that can be easily integrated with PLMs and serve as a repository for facts learned from different KBs. To measure the efficacy of proposed knowledge injection methods, we introduce Knowledge Probing using Response Selection (KPRS) -- a probe designed specifically for TOD models. Experiments on KPRS and the response generation task show improvements of knowledge injection with adapters over strong baselines.

James Gung, Raphael Shu, Emily Moeng et al.

With increasing demand for and adoption of virtual assistants, recent work has investigated ways to accelerate bot schema design through the automatic induction of intents or the induction of slots and dialogue states. However, a lack of dedicated benchmarks and standardized evaluation has made progress difficult to track and comparisons between systems difficult to make. This challenge track, held as part of the Eleventh Dialog Systems Technology Challenge, introduces a benchmark that aims to evaluate methods for the automatic induction of customer intents in a realistic setting of customer service interactions between human agents and customers. We propose two subtasks for progressively tackling the automatic induction of intents and corresponding evaluation methodologies. We then present three datasets suitable for evaluating the tasks and propose simple baselines. Finally, we summarize the submissions and results of the challenge track, for which we received submissions from 34 teams.

Sam Davidson, Salvatore Romeo, Raphael Shu et al.

One of the major impediments to the development of new task-oriented dialogue (TOD) systems is the need for human evaluation at multiple stages and iterations of the development process. In an effort to move toward automated evaluation of TOD, we propose a novel user simulator built using recently developed large pretrained language models (LLMs). In order to increase the linguistic diversity of our system relative to the related previous work, we do not fine-tune the LLMs used by our system on existing TOD datasets; rather we use in-context learning to prompt the LLMs to generate robust and linguistically diverse output with the goal of simulating the behavior of human interlocutors. Unlike previous work, which sought to maximize goal success rate (GSR) as the primary metric of simulator performance, our goal is a system which achieves a GSR similar to that observed in human interactions with TOD systems. Using this approach, our current simulator is effectively able to interact with several TOD systems, especially on single-intent conversational goals, while generating lexically and syntactically diverse output relative to previous simulators that rely upon fine-tuned models. Finally, we collect a Human2Bot dataset of humans interacting with the same TOD systems with which we experimented in order to better quantify these achievements.

Weronika Łajewska, Paul Missault, George Davidson et al.

Simulation of surveys using LLMs is emerging as a powerful application for generating human-like responses at scale. Prior work evaluates survey simulation using metrics borrowed from other domains, which are often ad hoc, fragmented, and non-standardized, leading to results that are difficult to compare. Moreover, existing metrics focus mainly on accuracy or distributional measures, overlooking the critical dimension of ranking alignment. In practice, a simulation can achieve high accuracy while still failing to capture the option most preferred by humans - a distinction that is critical in decision-making applications. We introduce RADIUS, a comprehensive two-dimensional alignment suite for survey simulation that captures: 1) RAnking alignment and 2) DIstribUtion alignment, each complemented by statistical Significance testing. RADIUS highlights the limitations of existing metrics, enables more meaningful evaluation of survey simulation, and provides an open-source implementation for reproducible and comparable assessment.

Hwanjun Song, Igor Shalyminov, Hang Su et al.

Sequence-level knowledge distillation reduces the size of Seq2Seq models for more efficient abstractive summarization. However, it often leads to a loss of abstractiveness in summarization. In this paper, we propose a novel approach named DisCal to enhance the level of abstractiveness (measured by n-gram overlap) without sacrificing the informativeness (measured by ROUGE) of generated summaries. DisCal exposes diverse pseudo summaries with two supervision to the student model. Firstly, the best pseudo summary is identified in terms of abstractiveness and informativeness and used for sequence-level distillation. Secondly, their ranks are used to ensure the student model to assign higher prediction scores to summaries with higher ranks. Our experiments show that DisCal outperforms prior methods in abstractive summarization distillation, producing highly abstractive and informative summaries.

Soumajyoti Sarkar, Kaixiang Lin, Sailik Sengupta et al.

The use of multilingual language models for tasks in low and high-resource languages has been a success story in deep learning. In recent times, Arabic has been receiving widespread attention on account of its dialectal variance. While prior research studies have tried to adapt these multilingual models for dialectal variants of Arabic, it still remains a challenging problem owing to the lack of sufficient monolingual dialectal data and parallel translation data of such dialectal variants. It remains an open problem on whether the limited dialectical data can be used to improve the models trained in Arabic on its dialectal variants. First, we show that multilingual-BERT (mBERT) incrementally pretrained on Arabic monolingual data takes less training time and yields comparable accuracy when compared to our custom monolingual Arabic model and beat existing models (by an avg metric of +$6.41$). We then explore two continual pre-training methods -- (1) using small amounts of dialectical data for continual finetuning and (2) parallel Arabic to English data and a Translation Language Modeling loss function. We show that both approaches help improve performance on dialectal classification tasks ($+4.64$ avg. gain) when used on monolingual models.

Henry Peng Zou, Siffi Singh, Yi Nian et al.

Generalized Category Discovery (GCD) is a practical and challenging open-world task that aims to recognize both known and novel categories in unlabeled data using limited labeled data from known categories. Due to the lack of supervision, previous GCD methods face significant challenges, such as difficulty in rectifying errors for confusing instances, and inability to effectively uncover and leverage the semantic meanings of discovered clusters. Therefore, additional annotations are usually required for real-world applicability. However, human annotation is extremely costly and inefficient. To address these issues, we propose GLEAN, a unified framework for generalized category discovery that actively learns from diverse and quality-enhanced LLM feedback. Our approach leverages three different types of LLM feedback to: (1) improve instance-level contrastive features, (2) generate category descriptions, and (3) align uncertain instances with LLM-selected category descriptions. Extensive experiments demonstrate the superior performance of \MethodName over state-of-the-art models across diverse datasets, metrics, and supervision settings. Our code is available at https://github.com/amazon-science/Glean.

Jianfeng He, Hang Su, Jason Cai et al. · amazon-science

Semi-supervised dialogue summarization (SSDS) leverages model-generated summaries to reduce reliance on human-labeled data and improve the performance of summarization models. While addressing label noise, previous works on semi-supervised learning primarily focus on natural language understanding tasks, assuming each sample has a unique label. However, these methods are not directly applicable to SSDS, as it is a generative task, and each dialogue can be summarized in different ways. In this work, we propose a novel scoring approach, SiCF, which encapsulates three primary dimensions of summarization model quality: Semantic invariance (indicative of model confidence), Coverage (factual recall), and Faithfulness (factual precision). Using the SiCF score, we select unlabeled dialogues with high-quality generated summaries to train summarization models. Comprehensive experiments on three public datasets demonstrate the effectiveness of SiCF scores in uncertainty estimation and semi-supervised learning for dialogue summarization tasks. Our code is available at \url{https://github.com/amazon-science/summarization-sicf-score}.

Ivaxi Sheth, Zeno Jonke, Amin Mantrach et al.

As large language models are increasingly deployed across diverse real-world applications, extending automated evaluation beyond English has become a critical challenge. Existing evaluation approaches are predominantly English-focused, and adapting them to other languages is hindered by the scarcity and cost of human-annotated judgments in most languages. We introduce a decomposition-based evaluation framework built around a Universal Criteria Set (UCS). UCS consists of a shared, language-agnostic set of evaluation dimensions, producing an interpretable intermediate representation that supports cross-lingual transfer with minimal supervision. Experiments on multiple faithfulness tasks across languages and model backbones demonstrate consistent improvements over strong baselines without requiring target-language annotations.

María Andrea Cruz Blandón, Jayasimha Talur, Bruno Charron et al.

Automatic evaluation of retrieval augmented generation (RAG) systems relies on fine-grained dimensions like faithfulness and relevance, as judged by expert human annotators. Meta-evaluation benchmarks support the development of automatic evaluators that correlate well with human judgement. However, existing benchmarks predominantly focus on English or use translated data, which fails to capture cultural nuances. A native approach provides a better representation of the end user experience. In this work, we develop a Multilingual End-to-end Meta-Evaluation RAG benchmark (MEMERAG). Our benchmark builds on the popular MIRACL dataset, using native-language questions and generating responses with diverse large language models (LLMs), which are then assessed by expert annotators for faithfulness and relevance. We describe our annotation process and show that it achieves high inter-annotator agreement. We then analyse the performance of the answer-generating LLMs across languages as per the human evaluators. Finally we apply the dataset to our main use-case which is to benchmark multilingual automatic evaluators (LLM-as-a-judge). We show that our benchmark can reliably identify improvements offered by advanced prompting techniques and LLMs. Our dataset is available at https://github.com/amazon-science/MEMERAG

Aparna Elangovan, Lei Xu, Mahsa Elyasi et al.

Benchmarking the relative capabilities of AI systems, including Large Language Models (LLMs) and Vision Models, typically ignores the impact of uncertainty in the underlying ground truth answers from experts. This ambiguity is not just limited to human preferences, but is also consequential even in safety critical domains such as medicine where uncertainty is pervasive. In this paper, we introduce a probabilistic paradigm to theoretically explain how - high certainty in ground truth answers is almost always necessary for even an expert to achieve high scores, whereas in datasets with high variation in ground truth answers there may be little difference between a random labeller and an expert. Therefore, ignoring uncertainty in ground truth evaluation data can result in the misleading conclusion that a non-expert has similar performance to that of an expert. Using the probabilistic paradigm, we thus bring forth the concepts of expected accuracy and expected F1 to estimate the score an expert human or system can achieve given ground truth answer variability. Our work leads to the recommendation that when establishing the capability of a system, results should be stratified by probability of the ground truth answer, typically measured by the agreement rate of ground truth experts. Stratification becomes critical when the overall performance drops below a threshold of 80\%. Under stratified evaluation, performance comparison becomes more reliable in high certainty bins, mitigating the effect of the key confounding factor -- uncertainty.

Liyan Tang, Igor Shalyminov, Amy Wing-mei Wong et al.

Single document news summarization has seen substantial progress on faithfulness in recent years, driven by research on the evaluation of factual consistency, or hallucinations. We ask whether these advances carry over to other text summarization domains. We propose a new evaluation benchmark on topic-focused dialogue summarization, generated by LLMs of varying sizes. We provide binary sentence-level human annotations of the factual consistency of these summaries along with detailed explanations of factually inconsistent sentences. Our analysis shows that existing LLMs hallucinate significant amounts of factual errors in the dialogue domain, regardless of the model's size. On the other hand, when LLMs, including GPT-4, serve as binary factual evaluators, they perform poorly and can be outperformed by prevailing state-of-the-art specialized factuality evaluation metrics. Finally, we conducted an analysis of hallucination types with a curated error taxonomy. We find that there are diverse errors and error distributions in model-generated summaries and that non-LLM based metrics can capture all error types better than LLM-based evaluators.

James Y. Huang, Sailik Sengupta, Daniele Bonadiman et al.

Large Language Models (LLMs) are nowadays expected to generate content aligned with human preferences. Current work focuses on alignment at model training time, through techniques such as Reinforcement Learning with Human Feedback (RLHF). However, it is unclear if such methods are an effective choice to teach alignment objectives to the model. First, the inability to incorporate multiple, custom rewards and reliance on a model developer's view of universal and static principles are key limitations. Second, the reliability of such approaches is also questionable (e.g. susceptibility to jailbreaking even after safety training). To address these issues, we propose DeAL, a framework that allows the user to customize reward functions and enables Decoding-time Alignment of LLMs (DeAL). At its core, we view decoding as a heuristic-guided search process and facilitate the use of a wide variety of alignment objectives. Our experiments with programmatic constraints such as keyword and length constraints, and abstract objectives such as harmlessness and helpfulness, show that we can DeAL with fine-grained trade-offs and improve adherence to alignment objectives. Lastly, we demonstrate that DeAL is largely complementary to existing alignment strategies, and can be effectively paired with RLHF and prompting techniques to achieve better alignment.

Shamik Roy, Sailik Sengupta, Daniele Bonadiman et al.

Planning is a crucial task for agents in task oriented dialogs (TODs). Human agents typically resolve user issues by following predefined workflows, decomposing workflow steps into actionable items, and performing actions by executing APIs in order; all of which require reasoning and planning. With the recent advances in LLMs, there have been increasing attempts to use them for task planning and API usage. However, the faithfulness of the plans to predefined workflows and API dependencies, is not guaranteed with LLMs. Moreover, workflows in real life are often custom-defined and prone to changes; hence, adaptation is desirable. To study this, we propose the problem of faithful planning in TODs that needs to resolve user intents by following predefined flows and preserving API dependencies. To solve this problem, we propose FLAP, a Flow-Adhering Planning algorithm based on constrained decoding with lookahead heuristic for LLMs. Our algorithm alleviates the need for finetuning LLMs using domain specific (plan/dependency) data, enables quick adaptation to predefined flows, and outperforms other decoding and prompting-based baselines. Further, our algorithm empowers smaller LLMs (7B) to perform at par larger LLMs (30B-40B).

Bryan Li, Tamer Alkhouli, Daniele Bonadiman et al.

The development of large language models (LLM) has shown progress on reasoning, though studies have largely considered either English or simple reasoning tasks. To address this, we introduce a multilingual structured reasoning and explanation dataset, termed xSTREET, that covers four tasks across six languages. xSTREET exposes a gap in base LLM performance between English and non-English reasoning tasks. We then propose two methods to remedy this gap, building on the insight that LLMs trained on code are better reasoners. First, at training time, we augment a code dataset with multilingual comments using machine translation while keeping program code as-is. Second, at inference time, we bridge the gap between training and inference by employing a prompt structure that incorporates step-by-step code primitives to derive new facts and find a solution. Our methods show improved multilingual performance on xSTREET, most notably on the scientific commonsense reasoning subtask. Furthermore, the models show no regression on non-reasoning tasks, thus demonstrating our techniques maintain general-purpose abilities.

Hossein Aboutalebi, Hwanjun Song, Yusheng Xie et al.

Development of multimodal interactive systems is hindered by the lack of rich, multimodal (text, images) conversational data, which is needed in large quantities for LLMs. Previous approaches augment textual dialogues with retrieved images, posing privacy, diversity, and quality constraints. In this work, we introduce Multimodal Augmented Generative Images Dialogues (MAGID), a framework to augment text-only dialogues with diverse and high-quality images. Subsequently, a diffusion model is applied to craft corresponding images, ensuring alignment with the identified text. Finally, MAGID incorporates an innovative feedback loop between an image description generation module (textual LLM) and image quality modules (addressing aesthetics, image-text matching, and safety), that work in tandem to generate high-quality and multi-modal dialogues. We compare MAGID to other SOTA baselines on three dialogue datasets, using automated and human evaluation. Our results show that MAGID is comparable to or better than baselines, with significant improvements in human evaluation, especially against retrieval baselines where the image database is small.

Mahnaz Koupaee, Jake W. Vincent, Saab Mansour et al.

Faithfulness evaluators based on large language models (LLMs) are often fooled by the fluency of the text and struggle with identifying errors in the summaries. We propose an approach to summary faithfulness evaluation in which multiple LLM-based agents are assigned initial stances (regardless of what their belief might be) and forced to come up with a reason to justify the imposed belief, thus engaging in a multi-round debate to reach an agreement. The uniformly distributed initial assignments result in a greater diversity of stances leading to more meaningful debates and ultimately more errors identified. Furthermore, by analyzing the recent faithfulness evaluation datasets, we observe that naturally, it is not always the case for a summary to be either faithful to the source document or not. We therefore introduce a new dimension, ambiguity, and a detailed taxonomy to identify such special cases. Experiments demonstrate our approach can help identify ambiguities, and have even a stronger performance on non-ambiguous summaries.

Yuwei Zhang, Siffi Singh, Sailik Sengupta et al.

Conversational systems often rely on embedding models for intent classification and intent clustering tasks. The advent of Large Language Models (LLMs), which enable instructional embeddings allowing one to adjust semantics over the embedding space using prompts, are being viewed as a panacea for these downstream conversational tasks. However, traditional evaluation benchmarks rely solely on task metrics that don't particularly measure gaps related to semantic understanding. Thus, we propose an intent semantic toolkit that gives a more holistic view of intent embedding models by considering three tasks -- (1) intent classification, (2) intent clustering, and (3) a novel triplet task. The triplet task gauges the model's understanding of two semantic concepts paramount in real-world conversational systems -- negation and implicature. We observe that current embedding models fare poorly in semantic understanding of these concepts. To address this, we propose a pre-training approach to improve the embedding model by leveraging augmentation with data generated by an auto-regressive model and a contrastive loss term. Our approach improves the semantic understanding of the intent embedding model on the aforementioned linguistic dimensions while slightly effecting their performance on downstream task metrics.

Saab Mansour, Leonardo Perelli, Lorenzo Mainetti et al.

In e-commerce, behavioral data is collected for decision making which can be costly and slow. Simulation with LLM powered agents is emerging as a promising alternative for representing human population behavior. However, LLMs are known to exhibit certain biases, such as brand bias, review rating bias and limited representation of certain groups in the population, hence they need to be carefully benchmarked and aligned to user behavior. Ultimately, our goal is to synthesise an agent population and verify that it collectively approximates a real sample of humans. To this end, we propose a framework that: (i) creates synthetic shopping agents by automatically mining personas from anonymised historical shopping data, (ii) equips agents with retail-specific tools to synthesise shopping sessions and (iii) introduces a novel alignment suite measuring distributional differences between humans and shopping agents at the group (i.e. population) level rather than the traditional "individual" level. Experimental results demonstrate that using personas improves performance on the alignment suite, though a gap remains to human behaviour. We showcase an initial application of our framework for automated agentic A/B testing and compare the findings to human results. Finally, we discuss applications, limitations and challenges setting the stage for impactful future work.

Yinhong Liu, Jianfeng He, Hang Su et al.

Multimodal Dialogue Summarization (MDS) is a critical task with wide-ranging applications. To support the development of effective MDS models, robust automatic evaluation methods are essential for reducing both cost and human effort. However, such methods require a strong meta-evaluation benchmark grounded in human annotations. In this work, we introduce MDSEval, the first meta-evaluation benchmark for MDS, consisting image-sharing dialogues, corresponding summaries, and human judgments across eight well-defined quality aspects. To ensure data quality and richfulness, we propose a novel filtering framework leveraging Mutually Exclusive Key Information (MEKI) across modalities. Our work is the first to identify and formalize key evaluation dimensions specific to MDS. We benchmark state-of-the-art modal evaluation methods, revealing their limitations in distinguishing summaries from advanced MLLMs and their susceptibility to various bias.

Igor Shalyminov, Hang Su, Jake Vincent et al.

Conversational analytics has been on the forefront of transformation driven by the advances in Speech and Natural Language Processing techniques. Rapid adoption of Large Language Models (LLMs) in the analytics field has taken the problems that can be automated to a new level of complexity and scale. In this paper, we introduce Theme Detection as a critical task in conversational analytics, aimed at automatically identifying and categorizing topics within conversations. This process can significantly reduce the manual effort involved in analyzing expansive dialogs, particularly in domains like customer support or sales. Unlike traditional dialog intent detection, which often relies on a fixed set of intents for downstream system logic, themes are intended as a direct, user-facing summary of the conversation's core inquiry. This distinction allows for greater flexibility in theme surface forms and user-specific customizations. We pose Controllable Conversational Theme Detection problem as a public competition track at Dialog System Technology Challenge (DSTC) 12 -- it is framed as joint clustering and theme labeling of dialog utterances, with the distinctive aspect being controllability of the resulting theme clusters' granularity achieved via the provided user preference data. We give an overview of the problem, the associated dataset and the evaluation metrics, both automatic and human. Finally, we discuss the participant teams' submissions and provide insights from those. The track materials (data and code) are openly available in the GitHub repository.

Carlo Alfano, Aymen Al Marjani, Zeno Jonke et al.

The growing use of large language models (LLMs) has increased the need for automatic evaluation systems, particularly to address the challenge of information hallucination. Although existing faithfulness evaluation approaches have shown promise, they are predominantly English-focused and often require expensive human-labeled training data for fine-tuning specialized models. As LLMs see increased adoption in multilingual contexts, there is a need for accurate faithfulness evaluators that can operate across languages without extensive labeled data. This paper presents Self-Taught Evaluators for Multilingual Faithfulness, a framework that learns exclusively from synthetic multilingual summarization data while leveraging cross-lingual transfer learning. Through experiments comparing language-specific and mixed-language fine-tuning approaches, we demonstrate a consistent relationship between an LLM's general language capabilities and its performance in language-specific evaluation tasks. Our framework shows improvements over existing baselines, including state-of-the-art English evaluators and machine translation-based approaches.

Wanyu Du, Song Feng, James Gung et al.

Developing language model-based dialogue agents requires effective data to train models that can follow specific task logic. However, most existing data simulation methods focus on increasing diversity in language, topics, or dialogue acts at the utterance level, largely neglecting a critical aspect of task logic diversity at the dialogue level. This paper proposes a novel data simulation method designed to enhance the diversity of synthetic dialogues by focusing on task execution logic. Our method uses LLMs to generate decision tree-structured task plans, which enables the derivation of diverse dialogue trajectories for a given task. Each trajectory, referred to as a "dialog flow", guides the generation of a multi-turn dialogue that follows a unique trajectory. We apply this method to generate a task-oriented dialogue dataset comprising 3,886 dialogue flows across 15 different domains. We validate the effectiveness of this dataset using the next action prediction task, where models fine-tuned on our dataset outperform strong baselines, including GPT-4. Upon acceptance of this paper, we plan to release the code and data publicly.

Jason Cai, Hang Su, Monica Sunkara et al.

Large Language Models (LLMs) are powerful models for generation tasks, but they may not generate good quality outputs in their first attempt. Apart from model fine-tuning, existing approaches to improve prediction accuracy and quality typically involve LLM self-improvement / self-reflection that incorporate feedback from models themselves. Despite their effectiveness, these methods are hindered by their high computational cost and lack of scalability. In this work, we propose CERET, a method for refining text generations by considering semantic stability, entailment and inter-sample uncertainty measures. Experimental results show that CERET outperforms Self-consistency and Self-rerank baselines consistently under various task setups, by ~1.6% in Rouge-1 for abstractive summarization and ~3.5% in hit rate for question answering. Compared to LLM Self-rerank method, our approach only requires 9.4% of its latency and is more cost-effective.

James Gung, Emily Moeng, Wesley Rose et al.

Despite growing interest in applications based on natural customer support conversations, there exist remarkably few publicly available datasets that reflect the expected characteristics of conversations in these settings. Existing task-oriented dialogue datasets, which were collected to benchmark dialogue systems mainly in written human-to-bot settings, are not representative of real customer support conversations and do not provide realistic benchmarks for systems that are applied to natural data. To address this gap, we introduce NatCS, a multi-domain collection of spoken customer service conversations. We describe our process for collecting synthetic conversations between customers and agents based on natural language phenomena observed in real conversations. Compared to previous dialogue datasets, the conversations collected with our approach are more representative of real human-to-human conversations along multiple metrics. Finally, we demonstrate potential uses of NatCS, including dialogue act classification and intent induction from conversations as potential applications, showing that dialogue act annotations in NatCS provide more effective training data for modeling real conversations compared to existing synthetic written datasets. We publicly release NatCS to facilitate research in natural dialog systems

Sawsan Alqahtani, Garima Lalwani, Yi Zhang et al.

Recent studies have proposed different methods to improve multilingual word representations in contextualized settings including techniques that align between source and target embedding spaces. For contextualized embeddings, alignment becomes more complex as we additionally take context into consideration. In this work, we propose using Optimal Transport (OT) as an alignment objective during fine-tuning to further improve multilingual contextualized representations for downstream cross-lingual transfer. This approach does not require word-alignment pairs prior to fine-tuning that may lead to sub-optimal matching and instead learns the word alignments within context in an unsupervised manner. It also allows different types of mappings due to soft matching between source and target sentences. We benchmark our proposed method on two tasks (XNLI and XQuAD) and achieve improvements over baselines as well as competitive results compared to similar recent works.

M Saiful Bari, Batool Haider, Saab Mansour

Even though large pre-trained multilingual models (e.g. mBERT, XLM-R) have led to significant performance gains on a wide range of cross-lingual NLP tasks, success on many downstream tasks still relies on the availability of sufficient annotated data. Traditional fine-tuning of pre-trained models using only a few target samples can cause over-fitting. This can be quite limiting as most languages in the world are under-resourced. In this work, we investigate cross-lingual adaptation using a simple nearest neighbor few-shot (<15 samples) inference technique for classification tasks. We experiment using a total of 16 distinct languages across two NLP tasks- XNLI and PAWS-X. Our approach consistently improves traditional fine-tuning using only a handful of labeled samples in target locales. We also demonstrate its generalization capability across tasks.

Weijia Xu, Batool Haider, Jason Krone et al.

Multilingual pre-trained contextual embedding models (Devlin et al., 2019) have achieved impressive performance on zero-shot cross-lingual transfer tasks. Finding the most effective fine-tuning strategy to fine-tune these models on high-resource languages so that it transfers well to the zero-shot languages is a non-trivial task. In this paper, we propose a novel meta-optimizer to soft-select which layers of the pre-trained model to freeze during fine-tuning. We train the meta-optimizer by simulating the zero-shot transfer scenario. Results on cross-lingual natural language inference show that our approach improves over the simple fine-tuning baseline and X-MAML (Nooralahzadeh et al., 2020).

Sailik Sengupta, Jason Krone, Saab Mansour

Intent Classification (IC) and Slot Labeling (SL) models, which form the basis of dialogue systems, often encounter noisy data in real-word environments. In this work, we investigate how robust IC/SL models are to noisy data. We collect and publicly release a test-suite for seven common noise types found in production human-to-bot conversations (abbreviations, casing, misspellings, morphological variants, paraphrases, punctuation and synonyms). On this test-suite, we show that common noise types substantially degrade the IC accuracy and SL F1 performance of state-of-the-art BERT-based IC/SL models. By leveraging cross-noise robustness transfer -- training on one noise type to improve robustness on another noise type -- we design aggregate data-augmentation approaches that increase the model performance across all seven noise types by +10.8% for IC accuracy and +15 points for SL F1 on average. To the best of our knowledge, this is the first work to present a single IC/SL model that is robust to a wide range of noise phenomena.

Weijia Xu, Batool Haider, Saab Mansour

Natural language understanding (NLU) in the context of goal-oriented dialog systems typically includes intent classification and slot labeling tasks. Existing methods to expand an NLU system to new languages use machine translation with slot label projection from source to the translated utterances, and thus are sensitive to projection errors. In this work, we propose a novel end-to-end model that learns to align and predict target slot labels jointly for cross-lingual transfer. We introduce MultiATIS++, a new multilingual NLU corpus that extends the Multilingual ATIS corpus to nine languages across four language families, and evaluate our method using the corpus. Results show that our method outperforms a simple label projection method using fast-align on most languages, and achieves competitive performance to the more complex, state-of-the-art projection method with only half of the training time. We release our MultiATIS++ corpus to the community to continue future research on cross-lingual NLU.