Conversational Tree Search: A New Hybrid Dialog Task
This addresses the problem of inefficient conversational interfaces for users seeking information, though it is incremental as it builds on existing FAQ and dialog systems.
The paper tackles the gap between FAQ-style information retrieval and task-oriented dialog by introducing Conversational Tree Search (CTS), a new hybrid task that uses dialog trees to efficiently navigate users to their goals, achieving higher goal completion while skipping unnecessary questions.
Conversational interfaces provide a flexible and easy way for users to seek information that may otherwise be difficult or inconvenient to obtain. However, existing interfaces generally fall into one of two categories: FAQs, where users must have a concrete question in order to retrieve a general answer, or dialogs, where users must follow a predefined path but may receive a personalized answer. In this paper, we introduce Conversational Tree Search (CTS) as a new task that bridges the gap between FAQ-style information retrieval and task-oriented dialog, allowing domain-experts to define dialog trees which can then be converted to an efficient dialog policy that learns only to ask the questions necessary to navigate a user to their goal. We collect a dataset for the travel reimbursement domain and demonstrate a baseline as well as a novel deep Reinforcement Learning architecture for this task. Our results show that the new architecture combines the positive aspects of both the FAQ and dialog system used in the baseline and achieves higher goal completion while skipping unnecessary questions.