Large Language Model (LLM)-based agents have significantly impacted Task-Oriented Dialog Systems (TODS) but continue to face notable performance challenges, especially in zero-shot scenarios. While prior work has noted this performance gap, the behavioral factors driving the performance gap remain under-explored. This study proposes a comprehensive evaluation framework to quantify the behavior gap between AI agents and human experts, focusing on discrepancies in dialog acts, tool usage, and knowledge utilization. Our findings reveal that this behavior gap is a critical factor negatively impacting the performance of LLM agents. Notably, as task complexity increases, the behavior gap widens (correlation: 0.963), leading to a degradation of agent performance on complex task-oriented dialogs. For the most complex task in our study, even the GPT-4o-based agent exhibits low alignment with human behavior, with low F1 scores for dialog acts (0.464), excessive and often misaligned tool usage with a F1 score of 0.139, and ineffective usage of external knowledge. Reducing such behavior gaps leads to significant performance improvement (24.3% on average). This study highlights the importance of comprehensive behavioral evaluations and improved alignment strategies to enhance the effectiveness of LLM-based TODS in handling complex tasks.

We introduce Conversational Function-Calling Evaluation Through Turn-Level Interactions (CONFETTI), a conversational benchmark1 designed to evaluate the function-calling capabilities and response quality of large language models (LLMs). Current benchmarks lack comprehensive assessment of LLMs in complex conversational scenarios. CONFETTI addresses this gap through 109 human-simulated conversations, comprising 313 user turns and covering 86 APIs. These conversations explicitly target various conversational complexities, such as follow-ups, goal correction and switching, ambiguous and implicit goals. We perform off-policy turn-level evaluation using this benchmark targeting function-calling. Our benchmark also incorporates dialog act annotations to assess agent responses. We evaluate a series of state-of-the-art LLMs and analyze their performance with respect to the number of available APIs, conversation lengths, and chained function calling. Our results reveal that while some models are able to handle long conversations, and leverage more than 20+ APIs successfully, other models struggle with longer context or when increasing the number of APIs. We also report that the performance on chained function-calls is severely limited across the models. Overall, the top performing models on CONFETTI are Nova Pro (40.01%), Claude Sonnet v3.5 (35.46%) and Llama 3.1 405B (33.19%) followed by command-r-plus (31.18%) and Mistral-Large-2407 (30.07%).

Today, large language models are widely used as judges to evaluate responses from other language models. Hence, it is imperative to benchmark and improve these LLM-judges on real-world language model usage: a typical human-assistant conversation is lengthy, and shows significant diversity in topics, intents, and requirements across turns, e.g. social interactions, task requests, feedback. We present Amulet, a framework that leverages pertinent linguistic concepts of dialog-acts and maxims to improve the accuracy of LLM-judges on preference data with complex, multi-turn conversational context. Amulet presents valuable insights about (a) the communicative structures and intents present in the conversation (dialog acts), and (b) the satisfaction of conversational principles (maxims) by the preference responses, and uses them to make judgments. On four challenging datasets, Amulet shows that (a) humans frequently (60 to 70 percent of the time) change their intents from one turn of the conversation to the next, and (b) in 75 percent of instances, the preference responses can be differentiated via dialog acts and/or maxims, reiterating the latter's significance in judging such data. Amulet can be used either as a judge by applying the framework to a single LLM, or integrated into a jury with different LLM judges; our judges and juries show strong improvements on relevant baselines for all four datasets.

In this paper, we present a methodology for the development of embodied conversational agents for social virtual worlds. The agents provide multimodal communication with their users in which speech interaction is included. Our proposal combines different techniques related to Artificial Intelligence, Natural Language Processing, Affective Computing, and User Modeling. Firstly, the developed conversational agents. A statistical methodology has been developed to model the system conversational behavior, which is learned from an initial corpus and improved with the knowledge acquired from the successive interactions. In addition, the selection of the next system response is adapted considering information stored into users profiles and also the emotional contents detected in the users utterances. Our proposal has been evaluated with the successful development of an embodied conversational agent which has been placed in the Second Life social virtual world. The avatar includes the different models and interacts with the users who inhabit the virtual world in order to provide academic information. The experimental results show that the agents conversational behavior adapts successfully to the specific characteristics of users interacting in such environments.

Efficiently deriving structured workflows from unannotated dialogs remains an underexplored and formidable challenge in computational linguistics. Automating this process could significantly accelerate the manual design of workflows in new domains and enable the grounding of large language models in domain-specific flowcharts, enhancing transparency and controllability. In this paper, we introduce Dialog2Flow (D2F) embeddings, which differ from conventional sentence embeddings by mapping utterances to a latent space where they are grouped according to their communicative and informative functions (i.e., the actions they represent). D2F allows for modeling dialogs as continuous trajectories in a latent space with distinct action-related regions. By clustering D2F embeddings, the latent space is quantized, and dialogs can be converted into sequences of region/action IDs, facilitating the extraction of the underlying workflow. To pre-train D2F, we build a comprehensive dataset by unifying twenty task-oriented dialog datasets with normalized per-turn action annotations. We also introduce a novel soft contrastive loss that leverages the semantic information of these actions to guide the representation learning process, showing superior performance compared to standard supervised contrastive loss. Evaluation against various sentence embeddings, including dialog-specific ones, demonstrates that D2F yields superior qualitative and quantitative results across diverse domains.

The study of multimodal interaction in therapy can yield a comprehensive understanding of therapist and patient behavior that can be used to develop a multimodal virtual agent supporting therapy. This investigation aims to uncover how therapists skillfully blend therapy's task goal (employing classical steps of Motivational Interviewing) with the social goal (building a trusting relationship and expressing empathy). Furthermore, we seek to categorize patients into various ``types'' requiring tailored therapeutic approaches. To this intent, we present multimodal annotations of a corpus consisting of simulated motivational interviewing conversations, wherein actors portray the roles of patients and therapists. We introduce EMMI, composed of two publicly available MI corpora, AnnoMI and the Motivational Interviewing Dataset, for which we add multimodal annotations. We analyze these annotations to characterize functional behavior for developing a virtual agent performing motivational interviews emphasizing social and empathic behaviors. Our analysis found three clusters of patients expressing significant differences in behavior and adaptation of the therapist's behavior to those types. This shows the importance of a therapist being able to adapt their behavior depending on the current situation within the dialog and the type of user.

The notion of face described by Brown and Levinson (1987) has been studied in great detail, but a critical aspect of the framework, that which focuses on how intentions mediate the planning of turns which impose upon face, has received far less attention. We present an analysis of three computational systems trained for classifying both intention and politeness, focusing on how the former influences the latter. In politeness theory, agents attend to the desire to have their wants appreciated (positive face), and a complementary desire to act unimpeded and maintain freedom (negative face). Similar to speech acts, utterances can perform so-called face acts which can either raise or threaten the positive or negative face of the speaker or hearer. We begin by using an existing corpus to train a model which classifies face acts, achieving a new SoTA in the process. We then observe that every face act has an underlying intention that motivates it and perform additional experiments integrating dialog act annotations to provide these intentions by proxy. Our analysis finds that dialog acts improve performance on face act detection for minority classes and points to a close relationship between aspects of face and intent.

Recent advancements in large language models (LLMs) have provided a new avenue for chatbot development, while most existing research has primarily centered on single-user chatbots that focus on deciding "What" to answer after user inputs. In this paper, we identified that multi-user chatbots have more complex 3W design dimensions -- "What" to say, "When" to respond, and "Who" to answer. Additionally, we proposed Multi-User Chat Assistant (MUCA), which is an LLM-based framework for chatbots specifically designed for group discussions. MUCA consists of three main modules: Sub-topic Generator, Dialog Analyzer, and Utterance Strategies Arbitrator. These modules jointly determine suitable response contents, timings, and the appropriate recipients. To make the optimizing process for MUCA easier, we further propose an LLM-based Multi-User Simulator (MUS) that can mimic real user behavior. This enables faster simulation of a conversation between the chatbot and simulated users, making the early development of the chatbot framework much more efficient. MUCA demonstrates effectiveness, including appropriate chime-in timing, relevant content, and positive user engagement, in goal-oriented conversations with a small to medium number of participants, as evidenced by case studies and experimental results from user studies.

Task-Oriented Dialogue (TOD) systems have become crucial components in interactive artificial intelligence applications. While recent advances have capitalized on pre-trained language models (PLMs), they exhibit limitations regarding transparency and controllability. To address these challenges, we propose a novel approach focusing on inferring the TOD-Flow graph from dialogue data annotated with dialog acts, uncovering the underlying task structure in the form of a graph. The inferred TOD-Flow graph can be easily integrated with any dialogue model to improve its prediction performance, transparency, and controllability. Our TOD-Flow graph learns what a model can, should, and should not predict, effectively reducing the search space and providing a rationale for the model's prediction. We show that the proposed TOD-Flow graph better resembles human-annotated graphs compared to prior approaches. Furthermore, when combined with several dialogue policies and end-to-end dialogue models, we demonstrate that our approach significantly improves dialog act classification and end-to-end response generation performance in the MultiWOZ and SGD benchmarks. Code available at: https://github.com/srsohn/TOD-Flow

Instruction-based multitasking has played a critical role in the success of large language models (LLMs) in multi-turn dialog applications. While publicly available LLMs have shown promising performance, when exposed to complex instructions with multiple constraints, they lag against state-of-the-art models like ChatGPT. In this work, we hypothesize that the availability of large-scale complex demonstrations is crucial in bridging this gap. Focusing on dialog applications, we propose a novel framework, CESAR, that unifies a large number of dialog tasks in the same format and allows programmatic induction of complex instructions without any manual effort. We apply CESAR on InstructDial, a benchmark for instruction-based dialog tasks. We further enhance InstructDial with new datasets and tasks and utilize CESAR to induce complex tasks with compositional instructions. This results in a new benchmark called InstructDial++, which includes 63 datasets with 86 basic tasks and 68 composite tasks. Through rigorous experiments, we demonstrate the scalability of CESAR in providing rich instructions. Models trained on InstructDial++ can follow compositional prompts, such as prompts that ask for multiple stylistic constraints.