Time to Transfer: Predicting and Evaluating Machine-Human Chatting Handoff

Is chatbot able to completely replace the human agent? The short answer could be - "it depends...". For some challenging cases, e.g., dialogue's topical spectrum spreads beyond the training corpus coverage, the chatbot may malfunction and return unsatisfied utterances. This problem can be addressed by introducing the Machine-Human Chatting Handoff (MHCH), which enables human-algorithm collaboration. To detect the normal/transferable utterances, we propose a Difficulty-Assisted Matching Inference (DAMI) network, utilizing difficulty-assisted encoding to enhance the representations of utterances. Moreover, a matching inference mechanism is introduced to capture the contextual matching features. A new evaluation metric, Golden Transfer within Tolerance (GT-T), is proposed to assess the performance by considering the tolerance property of the MHCH. To provide insights into the task and validate the proposed model, we collect two new datasets. Extensive experimental results are presented and contrasted against a series of baseline models to demonstrate the efficacy of our model on MHCH.

Read Beyond the Lines: Understanding the Implied Textual Meaning via a Skim and Intensive Reading Model

The nonliteral interpretation of a text is hard to be understood by machine models due to its high context-sensitivity and heavy usage of figurative language. In this study, inspired by human reading comprehension, we propose a novel, simple, and effective deep neural framework, called Skim and Intensive Reading Model (SIRM), for figuring out implied textual meaning. The proposed SIRM consists of two main components, namely the skim reading component and intensive reading component. N-gram features are quickly extracted from the skim reading component, which is a combination of several convolutional neural networks, as skim (entire) information. An intensive reading component enables a hierarchical investigation for both local (sentence) and global (paragraph) representation, which encapsulates the current embedding and the contextual information with a dense connection. More specifically, the contextual information includes the near-neighbor information and the skim information mentioned above. Finally, besides the normal training loss function, we employ an adversarial loss function as a penalty over the skim reading component to eliminate noisy information arisen from special figurative words in the training data. To verify the effectiveness, robustness, and efficiency of the proposed architecture, we conduct extensive comparative experiments on several sarcasm benchmarks and an industrial spam dataset with metaphors. Experimental results indicate that (1) the proposed model, which benefits from context modeling and consideration of figurative language, outperforms existing state-of-the-art solutions, with comparable parameter scale and training speed; (2) the SIRM yields superior robustness in terms of parameter size sensitivity; (3) compared with ablation and addition variants of the SIRM, the final framework is efficient enough.

Detect Camouflaged Spam Content via StoneSkipping: Graph and Text Joint Embedding for Chinese Character Variation Representation

The task of Chinese text spam detection is very challenging due to both glyph and phonetic variations of Chinese characters. This paper proposes a novel framework to jointly model Chinese variational, semantic, and contextualized representations for Chinese text spam detection task. In particular, a Variation Family-enhanced Graph Embedding (VFGE) algorithm is designed based on a Chinese character variation graph. The VFGE can learn both the graph embeddings of the Chinese characters (local) and the latent variation families (global). Furthermore, an enhanced bidirectional language model, with a combination gate function and an aggregation learning function, is proposed to integrate the graph and text information while capturing the sequential information. Extensive experiments have been conducted on both SMS and review datasets, to show the proposed method outperforms a series of state-of-the-art models for Chinese spam detection.