Dialogue Quality and Emotion Annotations for Customer Support Conversations

Task-oriented conversational datasets often lack topic variability and linguistic diversity. However, with the advent of Large Language Models (LLMs) pretrained on extensive, multilingual and diverse text data, these limitations seem overcome. Nevertheless, their generalisability to different languages and domains in dialogue applications remains uncertain without benchmarking datasets. This paper presents a holistic annotation approach for emotion and conversational quality in the context of bilingual customer support conversations. By performing annotations that take into consideration the complete instances that compose a conversation, one can form a broader perspective of the dialogue as a whole. Furthermore, it provides a unique and valuable resource for the development of text classification models. To this end, we present benchmarks for Emotion Recognition and Dialogue Quality Estimation and show that further research is needed to leverage these models in a production setting.

Simple LLM Prompting is State-of-the-Art for Robust and Multilingual Dialogue Evaluation

Despite significant research effort in the development of automatic dialogue evaluation metrics, little thought is given to evaluating dialogues other than in English. At the same time, ensuring metrics are invariant to semantically similar responses is also an overlooked topic. In order to achieve the desired properties of robustness and multilinguality for dialogue evaluation metrics, we propose a novel framework that takes advantage of the strengths of current evaluation models with the newly-established paradigm of prompting Large Language Models (LLMs). Empirical results show our framework achieves state of the art results in terms of mean Spearman correlation scores across several benchmarks and ranks first place on both the Robust and Multilingual tasks of the DSTC11 Track 4 "Automatic Evaluation Metrics for Open-Domain Dialogue Systems", proving the evaluation capabilities of prompted LLMs.

Towards Multilingual Automatic Dialogue Evaluation

The main limiting factor in the development of robust multilingual dialogue evaluation metrics is the lack of multilingual data and the limited availability of open sourced multilingual dialogue systems. In this work, we propose a workaround for this lack of data by leveraging a strong multilingual pretrained LLM and augmenting existing English dialogue data using Machine Translation. We empirically show that the naive approach of finetuning a pretrained multilingual encoder model with translated data is insufficient to outperform the strong baseline of finetuning a multilingual model with only source data. Instead, the best approach consists in the careful curation of translated data using MT Quality Estimation metrics, excluding low quality translations that hinder its performance.

Using Self-Supervised Feature Extractors with Attention for Automatic COVID-19 Detection from Speech

The ComParE 2021 COVID-19 Speech Sub-challenge provides a test-bed for the evaluation of automatic detectors of COVID-19 from speech. Such models can be of value by providing test triaging capabilities to health authorities, working alongside traditional testing methods. Herein, we leverage the usage of pre-trained, problem agnostic, speech representations and evaluate their use for this task. We compare the obtained results against a CNN architecture trained from scratch and traditional frequency-domain representations. We also evaluate the usage of Self-Attention Pooling as an utterance-level information aggregation method. Experimental results demonstrate that models trained on features extracted from self-supervised models perform similarly or outperform fully-supervised models and models based on handcrafted features. Our best model improves the Unweighted Average Recall (UAR) from 69.0\% to 72.3\% on a development set comprised of only full-band examples and achieves 64.4\% on the test set. Furthermore, we study where the network is attending, attempting to draw some conclusions regarding its explainability. In this relatively small dataset, we find the network attends especially to vowels and aspirates.