RSVP: Customer Intent Detection via Agent Response Contrastive and Generative Pre-Training

The dialogue systems in customer services have been developed with neural models to provide users with precise answers and round-the-clock support in task-oriented conversations by detecting customer intents based on their utterances. Existing intent detection approaches have highly relied on adaptively pre-training language models with large-scale datasets, yet the predominant cost of data collection may hinder their superiority. In addition, they neglect the information within the conversational responses of the agents, which have a lower collection cost, but are significant to customer intent as agents must tailor their replies based on the customers' intent. In this paper, we propose RSVP, a self-supervised framework dedicated to task-oriented dialogues, which utilizes agent responses for pre-training in a two-stage manner. Specifically, we introduce two pre-training tasks to incorporate the relations of utterance-response pairs: 1) Response Retrieval by selecting a correct response from a batch of candidates, and 2) Response Generation by mimicking agents to generate the response to a given utterance. Our benchmark results for two real-world customer service datasets show that RSVP significantly outperforms the state-of-the-art baselines by 4.95% for accuracy, 3.4% for MRR@3, and 2.75% for MRR@5 on average. Extensive case studies are investigated to show the validity of incorporating agent responses into the pre-training stage.

NYCU-TWO at Memotion 3: Good Foundation, Good Teacher, then you have Good Meme Analysis

This paper presents a robust solution to the Memotion 3.0 Shared Task. The goal of this task is to classify the emotion and the corresponding intensity expressed by memes, which are usually in the form of images with short captions on social media. Understanding the multi-modal features of the given memes will be the key to solving the task. In this work, we use CLIP to extract aligned image-text features and propose a novel meme sentiment analysis framework, consisting of a Cooperative Teaching Model (CTM) for Task A and a Cascaded Emotion Classifier (CEC) for Tasks B&C. CTM is based on the idea of knowledge distillation, and can better predict the sentiment of a given meme in Task A; CEC can leverage the emotion intensity suggestion from the prediction of Task C to classify the emotion more precisely in Task B. Experiments show that we achieved the 2nd place ranking for both Task A and Task B and the 4th place ranking for Task C, with weighted F1-scores of 0.342, 0.784, and 0.535 respectively. The results show the robustness and effectiveness of our framework. Our code is released at github.

EmotionGIF-Yankee: A Sentiment Classifier with Robust Model Based Ensemble Methods

This paper provides a method to classify sentiment with robust model based ensemble methods. We preprocess tweet data to enhance coverage of tokenizer. To reduce domain bias, we first train tweet dataset for pre-trained language model. Besides, each classifier has its strengths and weakness, we leverage different types of models with ensemble methods: average and power weighted sum. From the experiments, we show that our approach has achieved positive effect for sentiment classification. Our system reached third place among 26 teams from the evaluation in SocialNLP 2020 EmotionGIF competition.