PoliSe: Reinforcing Politeness Using User Sentiment for Customer Care Response Generation
Mauajama Firdaus, Asif Ekbal, Pushpak Bhattacharyya
Abstract
The interaction between a consumer and the customer service representative greatly contributes to the overall customer experience. Therefore, to ensure customers’ comfort and retention, it is important that customer service agents and chatbots connect with users on social, cordial, and empathetic planes. In the current work, we automatically identify the sentiment of the user and transform the neutral responses into polite responses conforming to the sentiment and the conversational history. Our technique is basically a reinforced multi-task network- the primary task being ‘polite response generation’ and the secondary task being ‘sentiment analysis’- that uses a Transformer based encoder-decoder. We use sentiment annotated conversations from Twitter as the training data. The detailed evaluation shows that our proposed approach attains superior performance compared to the baseline models.
BibTeX
@inproceedings{firdaus-etal-2022-polise,
title = "{P}oli{S}e: Reinforcing Politeness Using User Sentiment for Customer Care Response Generation",
author = "Firdaus, Mauajama and
Ekbal, Asif and
Bhattacharyya, Pushpak",
editor = "Calzolari, Nicoletta and
Huang, Chu-Ren and
Kim, Hansaem and
Pustejovsky, James and
Wanner, Leo and
Choi, Key-Sun and
Ryu, Pum-Mo and
Chen, Hsin-Hsi and
Donatelli, Lucia and
Ji, Heng and
Kurohashi, Sadao and
Paggio, Patrizia and
Xue, Nianwen and
Kim, Seokhwan and
Hahm, Younggyun and
He, Zhong and
Lee, Tony Kyungil and
Santus, Enrico and
Bond, Francis and
Na, Seung-Hoon",
booktitle = "Proceedings of the 29th International Conference on Computational Linguistics",
month = oct,
year = "2022",
address = "Gyeongju, Republic of Korea",
publisher = "International Committee on Computational Linguistics",
url = "https://aclanthology.org/2022.coling-1.538/",
pages = "6165--6175"
}