Dense Template Retrieval for Customer Support
Tiago Mesquita, Bruno Martins, Mariana Almeida
Abstract
Templated answers are used extensively in customer support scenarios, providing an efficient way to cover a plethora of topics, with an easily maintainable collection of templates. However, the number of templates is often too high for an agent to manually search. Automatically suggesting the correct template for a given question can thus improve the service efficiency, reducing costs and leading to a better customer satisfaction. In this work, we propose a dense retrieval framework for the customer support scenario, adapting a standard in-batch negatives technique to support unpaired sampling of queries and templates. We also propose a novel loss that extends the typical query-centric similarity, exploiting other similarity relations in the training data. Experiments show that our approach achieves considerable improvements, in terms of performance and training speed, over more standard dense retrieval methods. This includes methods such as DPR, and also ablated versions of the proposed approach.
BibTeX
@inproceedings{mesquita-etal-2022-dense,
title = "Dense Template Retrieval for Customer Support",
author = "Mesquita, Tiago and
Martins, Bruno and
Almeida, Mariana",
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-1.94/",
pages = "1106--1115"
}