A proposal to manage multi-task dialogs in conversational interfaces
Abstract The emergence of smart devices and recent advances in spoken language technology are currently extending the use of conversational interfaces and spoken interaction to perform many tasks. The dialog management task of a conversational interface consists of selecting the next system response considering the user's actions, the dialog history, and the results of accessing the data repositories. In this paper we describe a dialog management technique adapted to multi-task conversational systems. In our proposal, specialized dialog models are used to deal with each specific subtask of dialog objective for which the dialog system has been designed. The practical application of the proposed technique to develop a dialog system acting as a customer support service shows that the use of these specialized dialog models increases the quality and number of successful interactions with the system in comparison with developing a single dialog model.
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Bangalore, S., DiFabbrizio, G., and Stent, A., 2008. Learning the Structure of Task-Driven Human-Human Dialogs. IEEE transactions on Audio, Speech, and Language Processing, 16(7):1249–1259. https://doi.org/10.1109/TASL.2008.2001102
Barnard, E., Halberstadt, A., Kotelly, C., and Phillips, M., 1999. A Consistent Approach To Designing Spokendialog Systems. In Proc. of ASRU'99, pages 1173–1176. Keystone, Colorado, USA.
Cuayáhuitl, H., Renals, S., Lemon, O., and Shimodaira, H., 2005. Human-Computer Dialogue Simulation Using Hidden Markov Models. In Proc. of ASRU'05, pages 290–295. San Juan, Puerto Rico. https://doi.org/10.1109/asru.2005.1566485
Ferreira, E. and Lefevre, F., 2015. Reinforcement-learning based dialogue system for human-robot interactions with socially-inspired rewards. Computer Speech and Language, 34(1):256–274. https://doi.org/10.1016/j.csl.2015.03.007
Griol, D., Callejas, Z., López-Cózar, R., and Riccardi, G., 2014. A domain-independent statistical methodology for dialog management in spoken dialog systems. Computer, Speech and Language, 28(3):743– 768. https://doi.org/10.1016/j.csl.2013.09.002
Knott, A. and Vlugter, P., 2008. Multi-agent human-machine dialogue: issues in dialogue management and referring expression semantics. Artificial Intelligence, 172(2-3):69–102. https://doi.org/10.1016/j.artint.2007.06.001
Lee, C., Jung, S., Kim, K., and Lee, G. G., 2010. Hybrid approach to robust dialog management using agenda and dialog examples. Computer Speech and Language, 24(4):609–631. https://doi.org/10.1016/j.csl.2009.08.003
Lee, G., Kim, H. K., Jeong, M., and Kim, J., 2015. Natural Language Dialog Systems and Intelligent Assistants. Springer. https://doi.org/10.1007/978-3-319-19291-8
Levin, E., Pieraccini, R., and Eckert, W., 2000. A stochastic model of human-machine interaction for learning dialog strategies. IEEE Transactions on Speech and Audio Processing, 8(1):11–23. https://doi.org/10.1109/89.817450
McTear, M. F., 2004. Spoken Dialogue Technology: Towards the Conversational User Interface. Springer. McTear, M. F., Callejas, Z., and Griol, D., 2016. The Conversational Interface. Springer.
Meng, H. H.,Wai, C., and Pieraccini, R., 2003. The Use of Belief Networks for Mixed-Initiative Dialog Modeling. IEEE Transactions on Speech and Audio Processing, 11(6):757–773. https://doi.org/10.1109/TSA.2003.814380
Ota, R. and Kimura, M., 2014. Proposal of open-ended dialog system based on topic maps. Procedia Technology, 17:122–129. https://doi.org/10.1016/j.protcy.2014.10.219
Pieraccini, R., 2012. The Voice in the Machine: Building computers that understand speech. MIT Press.
Planells, J., Hurtado, L., Sanchis, E., and Segarra, E., 2012. An Online Generated Transducer to Increase Dialog Manager Coverage. In Proc. of Interspeech'12, pages 234–237. Portland, USA.
Roy, N., Pineau, J., and Thrun, S., 2000. Spoken dialogue management using probabilistic reasoning. In Proc. of 38th Annual Meeting of the Association for Computational Linguistics (ACL'00), pages 93–100. Hong Kong, China. https://doi.org/10.3115/1075218.1075231
Schatzmann, J., Weilhammer, K., Stuttle, M., and Young, S., 2006. A Survey of Statistical User Simulation Techniques for Reinforcement-Learning of Dialogue Management Strategies. Knowledge Engineering Review, 21(2):97–126. https://doi.org/10.1017/S0269888906000944
Serban, O. and Pauchet, A., 2013. Agentslang: A fast and reliable platform for distributed interactive systems. In Proc. of ICCP'13, pages 35–42. https://doi.org/10.1109/iccp.2013.6646077
Stepanov, E., Riccardi, G., and Bayer, A., 2014. The Development of the Multilingual LUNA Corpus for Spoken Language System Porting. In Proc. of LREC'14, pages 2675–2678.
Traum, D. and Larsson, S., 2003. The Information State Approach to Dialogue Management, chapter Current and New Directions in Discourse and Dialogue, pages 325–353. Kluwer. https://doi.org/10.1007/978-94-010-0019-2_15
Tsilfidis, A., Mporas, I., Mourjopoulos, J., and Fakotakis, N., 2013. Automatic speech recognition performance in different room acoustic environments with and without dereverberation preprocessing. Computer Speech & Language, 27(1):380–395. https://doi.org/10.1016/j.csl.2012.07.004
Wu, W.-L., Lu, R.-Z., Duan, J.-Y., Liu, H., Gao, F., and Chen, Y.-Q., 2010. Spoken language understanding using weakly supervised learning. Computer Speech & Language, 24(2):358–382. https://doi.org/10.1016/j.csl.2009.05.002
Young, S., Schatzmann, J., Weilhammer, K., and Ye, H., 2007. The Hidden Information State Approach to Dialogue Management. In Proc. of ICASSP'07, pages 149–152. Honolulu, Haway, USA.
Barnard, E., Halberstadt, A., Kotelly, C., and Phillips, M., 1999. A Consistent Approach To Designing Spokendialog Systems. In Proc. of ASRU'99, pages 1173–1176. Keystone, Colorado, USA.
Cuayáhuitl, H., Renals, S., Lemon, O., and Shimodaira, H., 2005. Human-Computer Dialogue Simulation Using Hidden Markov Models. In Proc. of ASRU'05, pages 290–295. San Juan, Puerto Rico. https://doi.org/10.1109/asru.2005.1566485
Ferreira, E. and Lefevre, F., 2015. Reinforcement-learning based dialogue system for human-robot interactions with socially-inspired rewards. Computer Speech and Language, 34(1):256–274. https://doi.org/10.1016/j.csl.2015.03.007
Griol, D., Callejas, Z., López-Cózar, R., and Riccardi, G., 2014. A domain-independent statistical methodology for dialog management in spoken dialog systems. Computer, Speech and Language, 28(3):743– 768. https://doi.org/10.1016/j.csl.2013.09.002
Knott, A. and Vlugter, P., 2008. Multi-agent human-machine dialogue: issues in dialogue management and referring expression semantics. Artificial Intelligence, 172(2-3):69–102. https://doi.org/10.1016/j.artint.2007.06.001
Lee, C., Jung, S., Kim, K., and Lee, G. G., 2010. Hybrid approach to robust dialog management using agenda and dialog examples. Computer Speech and Language, 24(4):609–631. https://doi.org/10.1016/j.csl.2009.08.003
Lee, G., Kim, H. K., Jeong, M., and Kim, J., 2015. Natural Language Dialog Systems and Intelligent Assistants. Springer. https://doi.org/10.1007/978-3-319-19291-8
Levin, E., Pieraccini, R., and Eckert, W., 2000. A stochastic model of human-machine interaction for learning dialog strategies. IEEE Transactions on Speech and Audio Processing, 8(1):11–23. https://doi.org/10.1109/89.817450
McTear, M. F., 2004. Spoken Dialogue Technology: Towards the Conversational User Interface. Springer. McTear, M. F., Callejas, Z., and Griol, D., 2016. The Conversational Interface. Springer.
Meng, H. H.,Wai, C., and Pieraccini, R., 2003. The Use of Belief Networks for Mixed-Initiative Dialog Modeling. IEEE Transactions on Speech and Audio Processing, 11(6):757–773. https://doi.org/10.1109/TSA.2003.814380
Ota, R. and Kimura, M., 2014. Proposal of open-ended dialog system based on topic maps. Procedia Technology, 17:122–129. https://doi.org/10.1016/j.protcy.2014.10.219
Pieraccini, R., 2012. The Voice in the Machine: Building computers that understand speech. MIT Press.
Planells, J., Hurtado, L., Sanchis, E., and Segarra, E., 2012. An Online Generated Transducer to Increase Dialog Manager Coverage. In Proc. of Interspeech'12, pages 234–237. Portland, USA.
Roy, N., Pineau, J., and Thrun, S., 2000. Spoken dialogue management using probabilistic reasoning. In Proc. of 38th Annual Meeting of the Association for Computational Linguistics (ACL'00), pages 93–100. Hong Kong, China. https://doi.org/10.3115/1075218.1075231
Schatzmann, J., Weilhammer, K., Stuttle, M., and Young, S., 2006. A Survey of Statistical User Simulation Techniques for Reinforcement-Learning of Dialogue Management Strategies. Knowledge Engineering Review, 21(2):97–126. https://doi.org/10.1017/S0269888906000944
Serban, O. and Pauchet, A., 2013. Agentslang: A fast and reliable platform for distributed interactive systems. In Proc. of ICCP'13, pages 35–42. https://doi.org/10.1109/iccp.2013.6646077
Stepanov, E., Riccardi, G., and Bayer, A., 2014. The Development of the Multilingual LUNA Corpus for Spoken Language System Porting. In Proc. of LREC'14, pages 2675–2678.
Traum, D. and Larsson, S., 2003. The Information State Approach to Dialogue Management, chapter Current and New Directions in Discourse and Dialogue, pages 325–353. Kluwer. https://doi.org/10.1007/978-94-010-0019-2_15
Tsilfidis, A., Mporas, I., Mourjopoulos, J., and Fakotakis, N., 2013. Automatic speech recognition performance in different room acoustic environments with and without dereverberation preprocessing. Computer Speech & Language, 27(1):380–395. https://doi.org/10.1016/j.csl.2012.07.004
Wu, W.-L., Lu, R.-Z., Duan, J.-Y., Liu, H., Gao, F., and Chen, Y.-Q., 2010. Spoken language understanding using weakly supervised learning. Computer Speech & Language, 24(2):358–382. https://doi.org/10.1016/j.csl.2009.05.002
Young, S., Schatzmann, J., Weilhammer, K., and Ye, H., 2007. The Hidden Information State Approach to Dialogue Management. In Proc. of ICASSP'07, pages 149–152. Honolulu, Haway, USA.
Griol, D., & Molina, J. M. (2016). A proposal to manage multi-task dialogs in conversational interfaces. ADCAIJ: Advances in Distributed Computing and Artificial Intelligence Journal, 5(2), 53–65. https://doi.org/10.14201/ADCAIJ2016525365
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