Question Suggestion for Conversational Shopping Assistants Using Product Metadata

Digital assistants have become ubiquitous in e-commerce applications, following the recent advancements in Information Retrieval (IR), Natural Language Processing (NLP) and Generative Artificial Intelligence (AI). However, customers are often unsure or unaware of how to effectively converse with these assistants to meet their shopping needs. In this work, we emphasize the importance of providing customers a fast, easy to use, and natural way to interact with conversational shopping assistants. We propose a framework that employs Large Language Models (LLMs) to automatically generate contextual, useful, answerable, fluent and diverse questions about products, via in-context learning and supervised fine-tuning. Recommending these questions to customers as helpful suggestions or hints to both start and continue a conversation can result in a smoother and faster shopping experience with reduced conversation overhead and friction. We perform extensive offline evaluations, and discuss in detail about potential customer impact, and the type, length and latency of our generated product questions if incorporated into a real-world shopping assistant.

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.

Identifying Shopping Intent in Product QA for Proactive Recommendations

Voice assistants have become ubiquitous in smart devices allowing users to instantly access information via voice questions. While extensive research has been conducted in question answering for voice search, little attention has been paid on how to enable proactive recommendations from a voice assistant to its users. This is a highly challenging problem that often leads to user friction, mainly due to recommendations provided to the users at the wrong time. We focus on the domain of e-commerce, namely in identifying Shopping Product Questions (SPQs), where the user asking a product-related question may have an underlying shopping need. Identifying a user's shopping need allows voice assistants to enhance shopping experience by determining when to provide recommendations, such as product or deal recommendations, or proactive shopping actions recommendation. Identifying SPQs is a challenging problem and cannot be done from question text alone, and thus requires to infer latent user behavior patterns inferred from user's past shopping history. We propose features that capture the user's latent shopping behavior from their purchase history, and combine them using a novel Mixture-of-Experts (MoE) model. Our evaluation shows that the proposed approach is able to identify SPQs with a high score of F1=0.91. Furthermore, based on an online evaluation with real voice assistant users, we identify SPQs in real-time and recommend shopping actions to users to add the queried product into their shopping list. We demonstrate that we are able to accurately identify SPQs, as indicated by the significantly higher rate of added products to users' shopping lists when being prompted after SPQs vs random PQs.

Enhancing Low-Resource LLMs Classification with PEFT and Synthetic Data

Large Language Models (LLMs) operating in 0-shot or few-shot settings achieve competitive results in Text Classification tasks. In-Context Learning (ICL) typically achieves better accuracy than the 0-shot setting, but it pays in terms of efficiency, due to the longer input prompt. In this paper, we propose a strategy to make LLMs as efficient as 0-shot text classifiers, while getting comparable or better accuracy than ICL. Our solution targets the low resource setting, i.e., when only 4 examples per class are available. Using a single LLM and few-shot real data we perform a sequence of generation, filtering and Parameter-Efficient Fine-Tuning steps to create a robust and efficient classifier. Experimental results show that our approach leads to competitive results on multiple text classification datasets.

Instant Answering in E-Commerce Buyer-Seller Messaging using Message-to-Question Reformulation

E-commerce customers frequently seek detailed product information for purchase decisions, commonly contacting sellers directly with extended queries. This manual response requirement imposes additional costs and disrupts buyer's shopping experience with response time fluctuations ranging from hours to days. We seek to automate buyer inquiries to sellers in a leading e-commerce store using a domain-specific federated Question Answering (QA) system. The main challenge is adapting current QA systems, designed for single questions, to address detailed customer queries. We address this with a low-latency, sequence-to-sequence approach, MESSAGE-TO-QUESTION ( M2Q ). It reformulates buyer messages into succinct questions by identifying and extracting the most salient information from a message. Evaluation against baselines shows that M2Q yields relative increases of 757% in question understanding, and 1,746% in answering rate from the federated QA system. Live deployment shows that automatic answering saves sellers from manually responding to millions of messages per year, and also accelerates customer purchase decisions by eliminating the need for buyers to wait for a reply

Controllable Decontextualization of Yes/No Question and Answers into Factual Statements

Yes/No or polar questions represent one of the main linguistic question categories. They consist of a main interrogative clause, for which the answer is binary (assertion or negation). Polar questions and answers (PQA) represent a valuable knowledge resource present in many community and other curated QA sources, such as forums or e-commerce applications. Using answers to polar questions alone in other contexts is not trivial. Answers are contextualized, and presume that the interrogative question clause and any shared knowledge between the asker and answerer are provided. We address the problem of controllable rewriting of answers to polar questions into decontextualized and succinct factual statements. We propose a Transformer sequence to sequence model that utilizes soft-constraints to ensure controllable rewriting, such that the output statement is semantically equivalent to its PQA input. Evaluation on three separate PQA datasets as measured through automated and human evaluation metrics show that our proposed approach achieves the best performance when compared to existing baselines.

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.

Follow-on Question Suggestion via Voice Hints for Voice Assistants

The adoption of voice assistants like Alexa or Siri has grown rapidly, allowing users to instantly access information via voice search. Query suggestion is a standard feature of screen-based search experiences, allowing users to explore additional topics. However, this is not trivial to implement in voice-based settings. To enable this, we tackle the novel task of suggesting questions with compact and natural voice hints to allow users to ask follow-up questions. We define the task, ground it in syntactic theory and outline linguistic desiderata for spoken hints. We propose baselines and an approach using sequence-to-sequence Transformers to generate spoken hints from a list of questions. Using a new dataset of 6681 input questions and human written hints, we evaluated the models with automatic metrics and human evaluation. Results show that a naive approach of concatenating suggested questions creates poor voice hints. Our approach, which applies a linguistically-motivated pretraining task was strongly preferred by humans for producing the most natural hints.

InstructPTS: Instruction-Tuning LLMs for Product Title Summarization

E-commerce product catalogs contain billions of items. Most products have lengthy titles, as sellers pack them with product attributes to improve retrieval, and highlight key product aspects. This results in a gap between such unnatural products titles, and how customers refer to them. It also limits how e-commerce stores can use these seller-provided titles for recommendation, QA, or review summarization. Inspired by recent work on instruction-tuned LLMs, we present InstructPTS, a controllable approach for the task of Product Title Summarization (PTS). Trained using a novel instruction fine-tuning strategy, our approach is able to summarize product titles according to various criteria (e.g. number of words in a summary, inclusion of specific phrases, etc.). Extensive evaluation on a real-world e-commerce catalog shows that compared to simple fine-tuning of LLMs, our proposed approach can generate more accurate product name summaries, with an improvement of over 14 and 8 BLEU and ROUGE points, respectively.

MultiCoNER v2: a Large Multilingual dataset for Fine-grained and Noisy Named Entity Recognition

We present MULTICONER V2, a dataset for fine-grained Named Entity Recognition covering 33 entity classes across 12 languages, in both monolingual and multilingual settings. This dataset aims to tackle the following practical challenges in NER: (i) effective handling of fine-grained classes that include complex entities like movie titles, and (ii) performance degradation due to noise generated from typing mistakes or OCR errors. The dataset is compiled from open resources like Wikipedia and Wikidata, and is publicly available. Evaluation based on the XLM-RoBERTa baseline highlights the unique challenges posed by MULTICONER V2: (i) the fine-grained taxonomy is challenging, where the scores are low with macro-F1=0.63 (across all languages), and (ii) the corruption strategy significantly impairs performance, with entity corruption resulting in 9% lower performance relative to non-entity corruptions across all languages. This highlights the greater impact of entity noise in contrast to context noise.