Learning Slice-Aware Representations with Mixture of Attentions

Real-world machine learning systems are achieving remarkable performance in terms of coarse-grained metrics like overall accuracy and F-1 score. However, model improvement and development often require fine-grained modeling on individual data subsets or slices, for instance, the data slices where the models have unsatisfactory results. In practice, it gives tangible values for developing such models that can pay extra attention to critical or interested slices while retaining the original overall performance. This work extends the recent slice-based learning (SBL)~\cite{chen2019slice} with a mixture of attentions (MoA) to learn slice-aware dual attentive representations. We empirically show that the MoA approach outperforms the baseline method as well as the original SBL approach on monitored slices with two natural language understanding (NLU) tasks.

Handling Long-Tail Queries with Slice-Aware Conversational Systems

We have been witnessing the usefulness of conversational AI systems such as Siri and Alexa, directly impacting our daily lives. These systems normally rely on machine learning models evolving over time to provide quality user experience. However, the development and improvement of the models are challenging because they need to support both high (head) and low (tail) usage scenarios, requiring fine-grained modeling strategies for specific data subsets or slices. In this paper, we explore the recent concept of slice-based learning (SBL) (Chen et al., 2019) to improve our baseline conversational skill routing system on the tail yet critical query traffic. We first define a set of labeling functions to generate weak supervision data for the tail intents. We then extend the baseline model towards a slice-aware architecture, which monitors and improves the model performance on the selected tail intents. Applied to de-identified live traffic from a commercial conversational AI system, our experiments show that the slice-aware model is beneficial in improving model performance for the tail intents while maintaining the overall performance.

Neural model robustness for skill routing in large-scale conversational AI systems: A design choice exploration

Current state-of-the-art large-scale conversational AI or intelligent digital assistant systems in industry comprises a set of components such as Automatic Speech Recognition (ASR) and Natural Language Understanding (NLU). For some of these systems that leverage a shared NLU ontology (e.g., a centralized intent/slot schema), there exists a separate skill routing component to correctly route a request to an appropriate skill, which is either a first-party or third-party application that actually executes on a user request. The skill routing component is needed as there are thousands of skills that can either subscribe to the same intent and/or subscribe to an intent under specific contextual conditions (e.g., device has a screen). Ensuring model robustness or resilience in the skill routing component is an important problem since skills may dynamically change their subscription in the ontology after the skill routing model has been deployed to production. We show how different modeling design choices impact the model robustness in the context of skill routing on a state-of-the-art commercial conversational AI system, specifically on the choices around data augmentation, model architecture, and optimization method. We show that applying data augmentation can be a very effective and practical way to drastically improve model robustness.

A Scalable Framework for Learning From Implicit User Feedback to Improve Natural Language Understanding in Large-Scale Conversational AI Systems

Natural Language Understanding (NLU) is an established component within a conversational AI or digital assistant system, and it is responsible for producing semantic understanding of a user request. We propose a scalable and automatic approach for improving NLU in a large-scale conversational AI system by leveraging implicit user feedback, with an insight that user interaction data and dialog context have rich information embedded from which user satisfaction and intention can be inferred. In particular, we propose a general domain-agnostic framework for curating new supervision data for improving NLU from live production traffic. With an extensive set of experiments, we show the results of applying the framework and improving NLU for a large-scale production system and show its impact across 10 domains.

Large-scale Hybrid Approach for Predicting User Satisfaction with Conversational Agents

Measuring user satisfaction level is a challenging task, and a critical component in developing large-scale conversational agent systems serving the needs of real users. An widely used approach to tackle this is to collect human annotation data and use them for evaluation or modeling. Human annotation based approaches are easier to control, but hard to scale. A novel alternative approach is to collect user's direct feedback via a feedback elicitation system embedded to the conversational agent system, and use the collected user feedback to train a machine-learned model for generalization. User feedback is the best proxy for user satisfaction, but is not available for some ineligible intents and certain situations. Thus, these two types of approaches are complementary to each other. In this work, we tackle the user satisfaction assessment problem with a hybrid approach that fuses explicit user feedback, user satisfaction predictions inferred by two machine-learned models, one trained on user feedback data and the other human annotation data. The hybrid approach is based on a waterfall policy, and the experimental results with Amazon Alexa's large-scale datasets show significant improvements in inferring user satisfaction. A detailed hybrid architecture, an in-depth analysis on user feedback data, and an algorithm that generates data sets to properly simulate the live traffic are presented in this paper.

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.

Locale-agnostic Universal Domain Classification Model in Spoken Language Understanding

In this paper, we introduce an approach for leveraging available data across multiple locales sharing the same language to 1) improve domain classification model accuracy in Spoken Language Understanding and user experience even if new locales do not have sufficient data and 2) reduce the cost of scaling the domain classifier to a large number of locales. We propose a locale-agnostic universal domain classification model based on selective multi-task learning that learns a joint representation of an utterance over locales with different sets of domains and allows locales to share knowledge selectively depending on the domains. The experimental results demonstrate the effectiveness of our approach on domain classification task in the scenario of multiple locales with imbalanced data and disparate domain sets. The proposed approach outperforms other baselines models especially when classifying locale-specific domains and also low-resourced domains.

Continuous Learning for Large-scale Personalized Domain Classification

Domain classification is the task of mapping spoken language utterances to one of the natural language understanding domains in intelligent personal digital assistants (IPDAs). This is a major component in mainstream IPDAs in industry. Apart from official domains, thousands of third-party domains are also created by external developers to enhance the capability of IPDAs. As more domains are developed rapidly, the question of how to continuously accommodate the new domains still remains challenging. Moreover, existing continual learning approaches do not address the problem of incorporating personalized information dynamically for better domain classification. In this paper, we propose CoNDA, a neural network based approach for domain classification that supports incremental learning of new classes. Empirical evaluation shows that CoNDA achieves high accuracy and outperforms baselines by a large margin on both incrementally added new domains and existing domains.

Coupled Representation Learning for Domains, Intents and Slots in Spoken Language Understanding

Representation learning is an essential problem in a wide range of applications and it is important for performing downstream tasks successfully. In this paper, we propose a new model that learns coupled representations of domains, intents, and slots by taking advantage of their hierarchical dependency in a Spoken Language Understanding system. Our proposed model learns the vector representation of intents based on the slots tied to these intents by aggregating the representations of the slots. Similarly, the vector representation of a domain is learned by aggregating the representations of the intents tied to a specific domain. To the best of our knowledge, it is the first approach to jointly learning the representations of domains, intents, and slots using their hierarchical relationships. The experimental results demonstrate the effectiveness of the representations learned by our model, as evidenced by improved performance on the contextual cross-domain reranking task.

Differentiable Greedy Networks

Optimal selection of a subset of items from a given set is a hard problem that requires combinatorial optimization. In this paper, we propose a subset selection algorithm that is trainable with gradient-based methods yet achieves near-optimal performance via submodular optimization. We focus on the task of identifying a relevant set of sentences for claim verification in the context of the FEVER task. Conventional methods for this task look at sentences on their individual merit and thus do not optimize the informativeness of sentences as a set. We show that our proposed method which builds on the idea of unfolding a greedy algorithm into a computational graph allows both interpretability and gradient-based training. The proposed differentiable greedy network (DGN) outperforms discrete optimization algorithms as well as other baseline methods in terms of precision and recall.