Self-Aware Feedback-Based Self-Learning in Large-Scale Conversational AI

Self-learning paradigms in large-scale conversational AI agents tend to leverage user feedback in bridging between what they say and what they mean. However, such learning, particularly in Markov-based query rewriting systems have far from addressed the impact of these models on future training where successive feedback is inevitably contingent on the rewrite itself, especially in a continually updating environment. In this paper, we explore the consequences of this inherent lack of self-awareness towards impairing the model performance, ultimately resulting in both Type I and II errors over time. To that end, we propose augmenting the Markov Graph construction with a superposition-based adjacency matrix. Here, our method leverages an induced stochasticity to reactively learn a locally-adaptive decision boundary based on the performance of the individual rewrites in a bi-variate beta setting. We also surface a data augmentation strategy that leverages template-based generation in abridging complex conversation hierarchies of dialogs so as to simplify the learning process. All in all, we demonstrate that our self-aware model improves the overall PR-AUC by 27.45%, achieves a relative defect reduction of up to 31.22%, and is able to adapt quicker to changes in global preferences across a large number of customers.

A Vocabulary-Free Multilingual Neural Tokenizer for End-to-End Task Learning

Subword tokenization is a commonly used input pre-processing step in most recent NLP models. However, it limits the models' ability to leverage end-to-end task learning. Its frequency-based vocabulary creation compromises tokenization in low-resource languages, leading models to produce suboptimal representations. Additionally, the dependency on a fixed vocabulary limits the subword models' adaptability across languages and domains. In this work, we propose a vocabulary-free neural tokenizer by distilling segmentation information from heuristic-based subword tokenization. We pre-train our character-based tokenizer by processing unique words from multilingual corpus, thereby extensively increasing word diversity across languages. Unlike the predefined and fixed vocabularies in subword methods, our tokenizer allows end-to-end task learning, resulting in optimal task-specific tokenization. The experimental results show that replacing the subword tokenizer with our neural tokenizer consistently improves performance on multilingual (NLI) and code-switching (sentiment analysis) tasks, with larger gains in low-resource languages. Additionally, our neural tokenizer exhibits a robust performance on downstream tasks when adversarial noise is present (typos and misspelling), further increasing the initial improvements over statistical subword tokenizers.

Personalized Query Rewriting in Conversational AI Agents

Spoken language understanding (SLU) systems in conversational AI agents often experience errors in the form of misrecognitions by automatic speech recognition (ASR) or semantic gaps in natural language understanding (NLU). These errors easily translate to user frustrations, particularly so in recurrent events e.g. regularly toggling an appliance, calling a frequent contact, etc. In this work, we propose a query rewriting approach by leveraging users' historically successful interactions as a form of memory. We present a neural retrieval model and a pointer-generator network with hierarchical attention and show that they perform significantly better at the query rewriting task with the aforementioned user memories than without. We also highlight how our approach with the proposed models leverages the structural and semantic diversity in ASR's output towards recovering users' intents.

Feedback-Based Self-Learning in Large-Scale Conversational AI Agents

Today, most large-scale conversational AI agents (e.g. Alexa, Siri, or Google Assistant) are built using manually annotated data to train the different components of the system. Typically, the accuracy of the ML models in these components are improved by manually transcribing and annotating data. As the scope of these systems increase to cover more scenarios and domains, manual annotation to improve the accuracy of these components becomes prohibitively costly and time consuming. In this paper, we propose a system that leverages user-system interaction feedback signals to automate learning without any manual annotation. Users here tend to modify a previous query in hopes of fixing an error in the previous turn to get the right results. These reformulations, which are often preceded by defective experiences caused by errors in ASR, NLU, ER or the application. In some cases, users may not properly formulate their requests (e.g. providing partial title of a song), but gleaning across a wider pool of users and sessions reveals the underlying recurrent patterns. Our proposed self-learning system automatically detects the errors, generate reformulations and deploys fixes to the runtime system to correct different types of errors occurring in different components of the system. In particular, we propose leveraging an absorbing Markov Chain model as a collaborative filtering mechanism in a novel attempt to mine these patterns. We show that our approach is highly scalable, and able to learn reformulations that reduce Alexa-user errors by pooling anonymized data across millions of customers. The proposed self-learning system achieves a win/loss ratio of 11.8 and effectively reduces the defect rate by more than 30% on utterance level reformulations in our production A/B tests. To the best of our knowledge, this is the first self-learning large-scale conversational AI system in production.