19 accepted papers
User satisfaction is closely related to enterprises, as it not only directly reflects users' subjective evaluation of service quality or products, but also affects customer loyalty and long-term business revenue. Monitoring and understanding user emotions during interactions helps predict and improv…
Recent large language models (LLMs) have demonstrated strong capabilities across challenging tasks, enabling their widespread adoption in agentic systems that interact with external tools. In such deployments, however, LLMs are typically trained with general-purpose tokenizers designed for broad lan…
Autoregressive unified models suffer from slow inference due to sequential decoding, and non-autoregressive unified models suffer from weak generalization due to limited pretrained backbones. We introduce Muddit, a unified discrete diffusion transformer that enables fast and parallel generation acro…
Spoken Language Understanding (SLU) consists of two sub-tasks: intent detection (ID) and slot filling (SF). Given its broad range of real-world applications, enhancing SLU for practical deployment is increasingly critical. Profile-based SLU addresses ambiguous user utterances by incorporating contex
Sparse Mixture-of-Experts (SMoE) architectures have enabled a new frontier in scaling Large Language Models (LLMs), offering superior performance by activating only a fraction of their total parameters during inference. However, their practical deployment is severely hampered by substantial static m
Empathy detection (ED) aims to understand the user’s empathy direction, while empathy intent classification (EIC) focuses on identifying the empathy intent behind the user’s utterance. Both tasks have garnered significant attention. Recent studies have shown that jointly training these tasks can imp…
Multilingual spoken language understanding (SLU) involves intent detection (ID) and slot filling (SF) across multiple languages. The inherent linguistic diversity presents significant challenges in achieving performance comparable to traditional SLU. Recent studies have attempted to improve multilin…
Extensive research has been conducted to explore the capabilities of large language models (LLMs) in table reasoning. However, the essential task of transforming tables information into reports remains a significant challenge for industrial applications. This task is plagued by two critical issues:
With the rapid advancement of large language models (LLMs), recent researchers have increasingly focused on the superior capabilities of LLMs in text/code understanding and generation to tackle text-to-SQL tasks. Traditional approaches adopt schema linking to first eliminate redundant tables and col…
Empathy detection (ED) and empathy intent classification (EIC) aim to identify the empathy direction expressed in user utterances and the underlying empathy intent behind them. Previous studies show that facilitating information transfer between tasks can enhance model performance. However, the inte…
Large-scale pre-trained neural language model has facilitated to achieve the state-of-the-art performance on Dialogue State Tracking (DST) tasks. One of the existing works models the semantic correlation between the dialogue context and (domain, slot) pair encoded by BERT and make the prediction. De…
Hierarchical text classification aims at categorizing texts into a multi-tiered tree-structured hierarchy of labels. Existing methods pay more attention to capture hierarchy-aware text feature by exploiting explicit parent-child relationships, while interactions between peer labels are rarely taken…
The recent surge in contrastive learning has intensified the interest in understanding the generalization of non-pointwise learning paradigms. While information-theoretic analysis achieves remarkable success in characterizing the generalization behavior of learning algorithms, its applicability is l…
Pre-trained language models have shown their high performance of text processing in intelligent customer service platforms. However, these models do not leverage domain specific information. In this paper, we propose icsPLMs optimized for intelligent customer service on both word and sentence levels…
Although current Graph Neural Network (GNN) based models achieved good performances in Dialogue Intent Classification (DIC), they leaf the inherent domain-specific knowledge out of consideration, leading to the lack of ability of acquiring fine-grained semantic information. In this paper, we propose…
Dialogue state error correction has recently been proposed to correct wrong slot values in predicted dialogue states, thereby mitigating the error propagation problem for dialogue state tracking (DST). These approaches, though effective, are heavily intertwined with specific DST models, limiting the…
Recently proposed dialogue state tracking (DST) approaches predict the dialogue state of a target turn sequentially based on the previous dialogue state. During the training time, the ground-truth previous dialogue state is utilized as the historical context. However, only the previously predicted d…
Due to the increasing use of service chatbots in E-commerce platforms in recent years, customer satisfaction prediction (CSP) is gaining more and more attention. CSP is dedicated to evaluating subjective customer satisfaction in conversational service and thus helps improve customer service experien…
E-commerce has grown substantially over the last several years, and chatbots for intelligent customer service are concurrently drawing attention. We presented AliMe Assist, a Chinese intelligent assistant designed for creating an innovative online shopping experience in E-commerce. Based on question…