Hussain Zaidi

Shi Yu, Yuxin Chen, Hussain Zaidi

We develop a chatbot using Deep Bidirectional Transformer models (BERT) to handle client questions in financial investment customer service. The bot can recognize 381 intents, and decides when to say "I don't know" and escalates irrelevant/uncertain questions to human operators. Our main novel contribution is the discussion about uncertainty measure for BERT, where three different approaches are systematically compared on real problems. We investigated two uncertainty metrics, information entropy and variance of dropout sampling in BERT, followed by mixed-integer programming to optimize decision thresholds. Another novel contribution is the usage of BERT as a language model in automatic spelling correction. Inputs with accidental spelling errors can significantly decrease intent classification performance. The proposed approach combines probabilities from masked language model and word edit distances to find the best corrections for misspelled words. The chatbot and the entire conversational AI system are developed using open-source tools, and deployed within our company's intranet. The proposed approach can be useful for industries seeking similar in-house solutions in their specific business domains. We share all our code and a sample chatbot built on a public dataset on Github.

Shakti Kumar, Jithin Pradeep, Hussain Zaidi

State-of-the-art Variational Auto-Encoders (VAEs) for learning disentangled latent representations give impressive results in discovering features like pitch, pause duration, and accent in speech data, leading to highly controllable text-to-speech (TTS) synthesis. However, these LSTM-based VAEs fail to learn latent clusters of speaker attributes when trained on either limited or noisy datasets. Further, different latent variables start encoding the same features, limiting the control and expressiveness during speech synthesis. To resolve these issues, we propose RTI-VAE (Reordered Transformer with Information reduction VAE) where we minimize the mutual information between different latent variables and devise a modified Transformer architecture with layer reordering to learn controllable latent representations in speech data. We show that RTI-VAE reduces the cluster overlap of speaker attributes by at least 30\% over LSTM-VAE and by at least 7\% over vanilla Transformer-VAE.