Conversational recommender systems promise rich interactions for e-commerce, but balancing exploration (clarifying user needs) and exploitation (making recommendations) remains challenging, especially when deploying large language models (LLMs) with vast product catalogs. We address this challenge by modeling the breadth of user interest via the entropy of retrieval score distributions. Our method uses a neural retriever to fetch relevant items for a user query and computes the entropy of the re-ranked scores to dynamically route the dialogue policy: low-entropy (specific) queries trigger direct recommendations, whereas high-entropy (ambiguous) queries prompt exploratory questions. This simple yet effective strategy allows an LLM-driven agent to remain aware of an arbitrarily large catalog in real-time without bloating its context window.

Document-grounded dialogue (DGD) uses documents as external knowledge for dialogue generation. Correctly understanding the dialogue context is crucial for selecting knowledge from the document and generating proper responses. In this paper, we propose using a dialogue policy to help the dialogue understanding in DGD. Our dialogue policy consists of two kinds of guiding signals: utterance function and topic transfer intent. The utterance function reflects the purpose and style of an utterance, and the topic transfer intent reflects the topic and content of an utterance. We propose a novel framework exploiting our dialogue policy for two core tasks in DGD, namely knowledge selection (KS) and response generation (RG). The framework consists of two modules: the Policy planner leverages policy-aware dialogue representation to select knowledge and predict the policy of the response; the generator uses policy/knowledge-aware dialogue representation for response generation. Our policy-driven model gets state-of-the-art performance on three public benchmarks and we provide a detailed analysis of the experimental results. Our code/data will be released on GitHub.

With the significant progress of speech technologies, spoken goal-oriented dialogue systems are becoming increasingly popular. One of the main modules of a dialogue system is typically the dialogue policy, which is responsible for determining system actions. This component usually relies only on audio transcriptions, being strongly dependent on their quality and ignoring very important extralinguistic information embedded in the user's speech. In this paper, we propose new architectures to add audio information by combining speech and text embeddings using a Double Multi-Head Attention component. Our experiments show that audio embedding-aware dialogue policies outperform text-based ones, particularly in noisy transcription scenarios, and that how text and audio embeddings are combined is crucial to improve performance. We obtained a 9.8% relative improvement in the User Request Score compared to an only-text-based dialogue system on the DSTC2 dataset.

Emotions are indispensable in human communication, but are often overlooked in task-oriented dialogue (ToD) modelling, where the task success is the primary focus. While existing works have explored user emotions or similar concepts in some ToD tasks, none has so far included emotion modelling into a fully-fledged ToD system nor conducted interaction with human or simulated users. In this work, we incorporate emotion into the complete ToD processing loop, involving understanding, management, and generation. To this end, we extend the EmoWOZ dataset (Feng et al., 2022) with system affective behaviour labels. Through interactive experimentation involving both simulated and human users, we demonstrate that our proposed framework significantly enhances the user's emotional experience as well as the task success.

We develop an artificial agent motivated to augment its knowledge base beyond its initial training. The agent actively participates in dialogues with other agents, strategically acquiring new information. The agent models its knowledge as an RDF knowledge graph, integrating new beliefs acquired through conversation. Responses in dialogue are generated by identifying graph patterns around these new integrated beliefs. We show that policies can be learned using reinforcement learning to select effective graph patterns during an interaction, without relying on explicit user feedback. Within this context, our study is a proof of concept for leveraging users as effective sources of information.

Dialogue policies play a crucial role in developing task-oriented dialogue systems, yet their development and maintenance are challenging and typically require substantial effort from experts in dialogue modeling. While in many situations, large amounts of conversational data are available for the task at hand, people lack an effective solution able to extract dialogue policies from this data. In this paper, we address this gap by first illustrating how Large Language Models (LLMs) can be instrumental in extracting dialogue policies from datasets, through the conversion of conversations into a unified intermediate representation consisting of canonical forms. We then propose a novel method for generating dialogue policies utilizing a controllable and interpretable graph-based methodology. By combining canonical forms across conversations into a flow network, we find that running graph traversal algorithms helps in extracting dialogue flows. These flows are a better representation of the underlying interactions than flows extracted by prompting LLMs. Our technique focuses on giving conversation designers greater control, offering a productivity tool to improve the process of developing dialogue policies.

Reinforcement learning based dialogue policies are typically trained in interaction with a user simulator. To obtain an effective and robust policy, this simulator should generate user behaviour that is both realistic and varied. Current data-driven simulators are trained to accurately model the user behaviour in a dialogue corpus. We propose an alternative method using adversarial learning, with the aim to simulate realistic user behaviour with more variation. We train and evaluate several simulators on a corpus of restaurant search dialogues, and then use them to train dialogue system policies. In policy cross-evaluation experiments we demonstrate that an adversarially trained simulator produces policies with 8.3% higher success rate than those trained with a maximum likelihood simulator. Subjective results from a crowd-sourced dialogue system user evaluation confirm the effectiveness of adversarially training user simulators.

Task-oriented dialogue (TOD) systems are mainly based on the slot-filling-based TOD (SF-TOD) framework, in which dialogues are broken down into smaller, controllable units (i.e., slots) to fulfill a specific task. A series of approaches based on this framework achieved remarkable success on various TOD benchmarks. However, we argue that the current TOD benchmarks are limited to surrogate real-world scenarios and that the current TOD models are still a long way to cover the scenarios. In this position paper, we first identify current status and limitations of SF-TOD systems. After that, we explore the WebTOD framework, the alternative direction for building a scalable TOD system when a web/mobile interface is available. In WebTOD, the dialogue system learns how to understand the web/mobile interface that the human agent interacts with, powered by a large-scale language model.

Training a dialogue policy using deep reinforcement learning requires a lot of exploration of the environment. The amount of wasted invalid exploration makes their learning inefficient. In this paper, we find and define an important reason for the invalid exploration: dead-ends. When a conversation enters a dead-end state, regardless of the actions taken afterward, it will continue in a dead-end trajectory until the agent reaches a termination state or maximum turn. We propose a dead-end resurrection (DDR) algorithm that detects the initial dead-end state in a timely and efficient manner and provides a rescue action to guide and correct the exploration direction. To prevent dialogue policies from repeatedly making the same mistake, DDR also performs dialogue data augmentation by adding relevant experiences containing dead-end states. We first validate the dead-end detection reliability and then demonstrate the effectiveness and generality of the method by reporting experimental results on several dialogue datasets from different domains.

Reinforcement learning has been widely adopted to model dialogue managers in task-oriented dialogues. However, the user simulator provided by state-of-the-art dialogue frameworks are only rough approximations of human behaviour. The ability to learn from a small number of human interactions is hence crucial, especially on multi-domain and multi-task environments where the action space is large. We therefore propose to use structured policies to improve sample efficiency when learning on these kinds of environments. We also evaluate the impact of learning from human vs simulated experts. Among the different levels of structure that we tested, the graph neural networks (GNNs) show a remarkable superiority by reaching a success rate above 80% with only 50 dialogues, when learning from simulated experts. They also show superiority when learning from human experts, although a performance drop was observed, indicating a possible difficulty in capturing the variability of human strategies. We therefore suggest to concentrate future research efforts on bridging the gap between human data, simulators and automatic evaluators in dialogue frameworks.