Leveraging Interesting Facts to Enhance User Engagement with Conversational Interfaces

Conversational Task Assistants (CTAs) guide users in performing a multitude of activities, such as making recipes. However, ensuring that interactions remain engaging, interesting, and enjoyable for CTA users is not trivial, especially for time-consuming or challenging tasks. Grounded in psychological theories of human interest, we propose to engage users with contextual and interesting statements or facts during interactions with a multi-modal CTA, to reduce fatigue and task abandonment before a task is complete. To operationalize this idea, we train a high-performing classifier (82% F1-score) to automatically identify relevant and interesting facts for users. We use it to create an annotated dataset of task-specific interesting facts for the domain of cooking. Finally, we design and validate a dialogue policy to incorporate the identified relevant and interesting facts into a conversation, to improve user engagement and task completion. Live testing on a leading multi-modal voice assistant shows that 66% of the presented facts were received positively, leading to a 40% gain in the user satisfaction rating, and a 37% increase in conversation length. These findings emphasize that strategically incorporating interesting facts into the CTA experience can promote real-world user participation for guided task interactions.

GenQREnsemble: Zero-Shot LLM Ensemble Prompting for Generative Query Reformulation

Query Reformulation(QR) is a set of techniques used to transform a user's original search query to a text that better aligns with the user's intent and improves their search experience. Recently, zero-shot QR has been shown to be a promising approach due to its ability to exploit knowledge inherent in large language models. By taking inspiration from the success of ensemble prompting strategies which have benefited many tasks, we investigate if they can help improve query reformulation. In this context, we propose an ensemble based prompting technique, GenQREnsemble which leverages paraphrases of a zero-shot instruction to generate multiple sets of keywords ultimately improving retrieval performance. We further introduce its post-retrieval variant, GenQREnsembleRF to incorporate pseudo relevant feedback. On evaluations over four IR benchmarks, we find that GenQREnsemble generates better reformulations with relative nDCG@10 improvements up to 18% and MAP improvements upto 24% over the previous zero-shot state-of-art. On the MSMarco Passage Ranking task, GenQREnsembleRF shows relative gains of 5% MRR using pseudo-relevance feedback, and 9% nDCG@10 using relevant feedback documents.

DUQGen: Effective Unsupervised Domain Adaptation of Neural Rankers by Diversifying Synthetic Query Generation

State-of-the-art neural rankers pre-trained on large task-specific training data such as MS-MARCO, have been shown to exhibit strong performance on various ranking tasks without domain adaptation, also called zero-shot. However, zero-shot neural ranking may be sub-optimal, as it does not take advantage of the target domain information. Unfortunately, acquiring sufficiently large and high quality target training data to improve a modern neural ranker can be costly and time-consuming. To address this problem, we propose a new approach to unsupervised domain adaptation for ranking, DUQGen, which addresses a critical gap in prior literature, namely how to automatically generate both effective and diverse synthetic training data to fine tune a modern neural ranker for a new domain. Specifically, DUQGen produces a more effective representation of the target domain by identifying clusters of similar documents; and generates a more diverse training dataset by probabilistic sampling over the resulting document clusters. Our extensive experiments, over the standard BEIR collection, demonstrate that DUQGen consistently outperforms all zero-shot baselines and substantially outperforms the SOTA baselines on 16 out of 18 datasets, for an average of 4% relative improvement across all datasets. We complement our results with a thorough analysis for more in-depth understanding of the proposed method's performance and to identify promising areas for further improvements.

QueryExplorer: An Interactive Query Generation Assistant for Search and Exploration

Formulating effective search queries remains a challenging task, particularly when users lack expertise in a specific domain or are not proficient in the language of the content. Providing example documents of interest might be easier for a user. However, such query-by-example scenarios are prone to concept drift, and the retrieval effectiveness is highly sensitive to the query generation method, without a clear way to incorporate user feedback. To enable exploration and to support Human-In-The-Loop experiments we propose QueryExplorer -- an interactive query generation, reformulation, and retrieval interface with support for HuggingFace generation models and PyTerrier's retrieval pipelines and datasets, and extensive logging of human feedback. To allow users to create and modify effective queries, our demo supports complementary approaches of using LLMs interactively, assisting the user with edits and feedback at multiple stages of the query formulation process. With support for recording fine-grained interactions and user annotations, QueryExplorer can serve as a valuable experimental and research platform for annotation, qualitative evaluation, and conducting Human-in-the-Loop (HITL) experiments for complex search tasks where users struggle to formulate queries.

Evaluation Metrics of Language Generation Models for Synthetic Traffic Generation Tasks

Many Natural Language Generation (NLG) tasks aim to generate a single output text given an input prompt. Other settings require the generation of multiple texts, e.g., for Synthetic Traffic Generation (STG). This generation task is crucial for training and evaluating QA systems as well as conversational agents, where the goal is to generate multiple questions or utterances resembling the linguistic variability of real users. In this paper, we show that common NLG metrics, like BLEU, are not suitable for evaluating STG. We propose and evaluate several metrics designed to compare the generated traffic to the distribution of real user texts. We validate our metrics with an automatic procedure to verify whether they capture different types of quality issues of generated data; we also run human annotations to verify the correlation with human judgements. Experiments on three tasks, i.e., Shopping Utterance Generation, Product Question Generation and Query Auto Completion, demonstrate that our metrics are effective for evaluating STG tasks, and improve the agreement with human judgement up to 20% with respect to common NLG metrics. We believe these findings can pave the way towards better solutions for estimating the representativeness of synthetic text data.

An Interactive Query Generation Assistant using LLM-based Prompt Modification and User Feedback

While search is the predominant method of accessing information, formulating effective queries remains a challenging task, especially for situations where the users are not familiar with a domain, or searching for documents in other languages, or looking for complex information such as events, which are not easily expressible as queries. Providing example documents or passages of interest, might be easier for a user, however, such query-by-example scenarios are prone to concept drift, and are highly sensitive to the query generation method. This demo illustrates complementary approaches of using LLMs interactively, assisting and enabling the user to provide edits and feedback at all stages of the query formulation process. The proposed Query Generation Assistant is a novel search interface which supports automatic and interactive query generation over a mono-linguial or multi-lingual document collection. Specifically, the proposed assistive interface enables the users to refine the queries generated by different LLMs, to provide feedback on the retrieved documents or passages, and is able to incorporate the users' feedback as prompts to generate more effective queries. The proposed interface is a valuable experimental tool for exploring fine-tuning and prompting of LLMs for query generation to qualitatively evaluate the effectiveness of retrieval and ranking models, and for conducting Human-in-the-Loop (HITL) experiments for complex search tasks where users struggle to formulate queries without such assistance.

A Deep Reinforcement Learning Approach for Interactive Search with Sentence-level Feedback

Interactive search can provide a better experience by incorporating interaction feedback from the users. This can significantly improve search accuracy as it helps avoid irrelevant information and captures the users' search intents. Existing state-of-the-art (SOTA) systems use reinforcement learning (RL) models to incorporate the interactions but focus on item-level feedback, ignoring the fine-grained information found in sentence-level feedback. Yet such feedback requires extensive RL action space exploration and large amounts of annotated data. This work addresses these challenges by proposing a new deep Q-learning (DQ) approach, DQrank. DQrank adapts BERT-based models, the SOTA in natural language processing, to select crucial sentences based on users' engagement and rank the items to obtain more satisfactory responses. We also propose two mechanisms to better explore optimal actions. DQrank further utilizes the experience replay mechanism in DQ to store the feedback sentences to obtain a better initial ranking performance. We validate the effectiveness of DQrank on three search datasets. The results show that DQRank performs at least 12% better than the previous SOTA RL approaches. We also conduct detailed ablation studies. The ablation results demonstrate that each model component can efficiently extract and accumulate long-term engagement effects from the users' sentence-level feedback. This structure offers new technologies with promised performance to construct a search system with sentence-level interaction.

Contextual Response Interpretation for Automated Structured Interviews: A Case Study in Market Research

Structured interviews are used in many settings, importantly in market research on topics such as brand perception, customer habits, or preferences, which are critical to product development, marketing, and e-commerce at large. Such interviews generally consist of a series of questions that are asked to a participant. These interviews are typically conducted by skilled interviewers, who interpret the responses from the participants and can adapt the interview accordingly. Using automated conversational agents to conduct such interviews would enable reaching a much larger and potentially more diverse group of participants than currently possible. However, the technical challenges involved in building such a conversational system are relatively unexplored. To learn more about these challenges, we convert a market research multiple-choice questionnaire to a conversational format and conduct a user study. We address the key task of conducting structured interviews, namely interpreting the participant's response, for example, by matching it to one or more predefined options. Our findings can be applied to improve response interpretation for the information elicitation phase of conversational recommender systems.

Ericson: An Interactive Open-Domain Conversational Search Agent

Open-domain conversational search (ODCS) aims to provide valuable, up-to-date information, while maintaining natural conversations to help users refine and ultimately answer information needs. However, creating an effective and robust ODCS agent is challenging. In this paper, we present a fully functional ODCS system, Ericson, which includes state-of-the-art question answering and information retrieval components, as well as intent inference and dialogue management models for proactive question refinement and recommendations. Our system was stress-tested in the Amazon Alexa Prize, by engaging in live conversations with thousands of Alexa users, thus providing empirical basis for the analysis of the ODCS system in real settings. Our interaction data analysis revealed that accurate intent classification, encouraging user engagement, and careful proactive recommendations contribute most to the users satisfaction. Our study further identifies limitations of the existing search techniques, and can serve as a building block for the next generation of ODCS agents.

FCC: Fusing Conversation History and Candidate Provenance for Contextual Response Ranking in Dialogue Systems

Response ranking in dialogues plays a crucial role in retrieval-based conversational systems. In a multi-turn dialogue, to capture the gist of a conversation, contextual information serves as essential knowledge to achieve this goal. In this paper, we present a flexible neural framework that can integrate contextual information from multiple channels. Specifically for the current task, our approach is to provide two information channels in parallel, Fusing Conversation history and domain knowledge extracted from Candidate provenance (FCC), where candidate responses are curated, as contextual information to improve the performance of multi-turn dialogue response ranking. The proposed approach can be generalized as a module to incorporate miscellaneous contextual features for other context-oriented tasks. We evaluate our model on the MSDialog dataset widely used for evaluating conversational response ranking tasks. Our experimental results show that our framework significantly outperforms the previous state-of-the-art models, improving Recall@1 by 7% and MAP by 4%. Furthermore, we conduct ablation studies to evaluate the contributions of each information channel, and of the framework components, to the overall ranking performance, providing additional insights and directions for further improvements.