Recently, knowledge-grounded conversations in the open domain gain great attention from researchers. Existing works on retrieval-based dialogue systems have paid tremendous efforts to utilize neural networks to build a matching model, where all of the context and knowledge contents are used to match the response candidate with various representation methods. Actually, different parts of the context and knowledge are differentially important for recognizing the proper response candidate, as many utterances are useless due to the topic shift. Those excessive useless information in the context and knowledge can influence the matching process and leads to inferior performance. To address this problem, we propose a multi-turn \textbf{R}esponse \textbf{S}election \textbf{M}odel that can \textbf{D}etect the relevant parts of the \textbf{C}ontext and \textbf{K}nowledge collection (\textbf{RSM-DCK}). Our model first uses the recent context as a query to pre-select relevant parts of the context and knowledge collection at the word-level and utterance-level semantics. Further, the response candidate interacts with the selected context and knowledge collection respectively. In the end, The fused representation of the context and response candidate is utilized to post-select the relevant parts of the knowledge collection more confidently for matching. We test our proposed model on two benchmark datasets. Evaluation results indicate that our model achieves better performance than the existing methods, and can effectively detect the relevant context and knowledge for response selection.

As a branch of advanced artificial intelligence, dialogue systems are prospering. Multi-turn response selection is a general research problem in dialogue systems. With the assistance of background information and pre-trained language models, the performance of state-of-the-art methods on this problem gains impressive improvement. However, existing studies neglect the importance of external commonsense knowledge. Hence, we design a Siamese network where a pre-trained Language model merges with a Graph neural network (SinLG). SinLG takes advantage of Pre-trained Language Models (PLMs) to catch the word correlations in the context and response candidates and utilizes a Graph Neural Network (GNN) to reason helpful common sense from an external knowledge graph. The GNN aims to assist the PLM in fine-tuning, and arousing its related memories to attain better performance. Specifically, we first extract related concepts as nodes from an external knowledge graph to construct a subgraph with the context response pair as a super node for each sample. Next, we learn two representations for the context response pair via both the PLM and GNN. A similarity loss between the two representations is utilized to transfer the commonsense knowledge from the GNN to the PLM. Then only the PLM is used to infer online so that efficiency can be guaranteed. Finally, we conduct extensive experiments on two variants of the PERSONA-CHAT dataset, which proves that our solution can not only improve the performance of the PLM but also achieve an efficient inference.

We present ConvoCache, a conversational caching system that solves the problem of slow and expensive generative AI models in spoken chatbots. ConvoCache finds a semantically similar prompt in the past and reuses the response. In this paper we evaluate ConvoCache on the DailyDialog dataset. We find that ConvoCache can apply a UniEval coherence threshold of 90% and respond to 89% of prompts using the cache with an average latency of 214ms, replacing LLM and voice synthesis that can take over 1s. To further reduce latency we test prefetching and find limited usefulness. Prefetching with 80% of a request leads to a 63% hit rate, and a drop in overall coherence. ConvoCache can be used with any chatbot to reduce costs by reducing usage of generative AI by up to 89%.

Model hallucination has been a crucial interest of research in Natural Language Generation (NLG). In this work, we propose sequence-level certainty as a common theme over hallucination in NLG, and explore the correlation between sequence-level certainty and the level of hallucination in model responses. We categorize sequence-level certainty into two aspects: probabilistic certainty and semantic certainty, and reveal through experiments on Knowledge-Grounded Dialogue Generation (KGDG) task that both a higher level of probabilistic certainty and a higher level of semantic certainty in model responses are significantly correlated with a lower level of hallucination. What's more, we provide theoretical proof and analysis to show that semantic certainty is a good estimator of probabilistic certainty, and therefore has the potential as an alternative to probability-based certainty estimation in black-box scenarios. Based on the observation on the relationship between certainty and hallucination, we further propose Certainty-based Response Ranking (CRR), a decoding-time method for mitigating hallucination in NLG. Based on our categorization of sequence-level certainty, we propose 2 types of CRR approach: Probabilistic CRR (P-CRR) and Semantic CRR (S-CRR). P-CRR ranks individually sampled model responses using their arithmetic mean log-probability of the entire sequence. S-CRR approaches certainty estimation from meaning-space, and ranks a number of model response candidates based on their semantic certainty level, which is estimated by the entailment-based Agreement Score (AS). Through extensive experiments across 3 KGDG datasets, 3 decoding methods, and on 4 different models, we validate the effectiveness of our 2 proposed CRR methods to reduce model hallucination.

Grounding dialogue response generation on external knowledge is proposed to produce informative and engaging responses. However, current knowledge-grounded dialogue (KGD) systems often fail to align the generated responses with human-preferred qualities due to several issues like hallucination and the lack of coherence. Upon analyzing multiple language model generations, we observe the presence of alternative generated responses within a single decoding process. These alternative responses are more faithful and exhibit a comparable or higher level of relevance to prior conversational turns compared to the optimal responses prioritized by the decoding processes. To address these challenges and driven by these observations, we propose Polished \& Informed Candidate Scoring (PICK), a generation re-scoring framework that empowers models to generate faithful and relevant responses without requiring additional labeled data or model tuning. Through comprehensive automatic and human evaluations, we demonstrate the effectiveness of PICK in generating responses that are more faithful while keeping them relevant to the dialogue history. Furthermore, PICK consistently improves the system's performance with both oracle and retrieved knowledge in all decoding strategies. We provide the detailed implementation in https://github.com/bryanwilie/pick .

Empathy is a crucial factor in open-domain conversations, which naturally shows one's caring and understanding to others. Though several methods have been proposed to generate empathetic responses, existing works often lead to monotonous empathy that refers to generic and safe expressions. In this paper, we propose to use explicit control to guide the empathy expression and design a framework DiffusEmp based on conditional diffusion language model to unify the utilization of dialogue context and attribute-oriented control signals. Specifically, communication mechanism, intent, and semantic frame are imported as multi-grained signals that control the empathy realization from coarse to fine levels. We then design a specific masking strategy to reflect the relationship between multi-grained signals and response tokens, and integrate it into the diffusion model to influence the generative process. Experimental results on a benchmark dataset EmpatheticDialogue show that our framework outperforms competitive baselines in terms of controllability, informativeness, and diversity without the loss of context-relatedness.

The long-standing one-to-many issue of the open-domain dialogues poses significant challenges for automatic evaluation methods, i.e., there may be multiple suitable responses which differ in semantics for a given conversational context. To tackle this challenge, we propose a novel learning-based automatic evaluation metric (CMN), which can robustly evaluate open-domain dialogues by augmenting Conditional Variational Autoencoders (CVAEs) with a Next Sentence Prediction (NSP) objective and employing Mutual Information (MI) to model the semantic similarity of text in the latent space. Experimental results on two open-domain dialogue datasets demonstrate the superiority of our method compared with a wide range of baselines, especially in handling responses which are distant to the golden reference responses in semantics.

Many open-domain dialogue systems rely on multiple response generators, any of which can contribute a response to the dialogue in a particular context. Thus the ability to compare potential responses and then select the best plays an important role in ensuring a dialogue system is coherent and engaging. Dialogue coherence goes beyond simply remaining on topic -- some trivia may be on topic and engaging when mentioned out of the blue, but may not be coherent and grounded in the context of the conversation. We carry out experiments on response selection in the Athena system, an Alexa Prize SocialBot that has dedicated content and multiple topic-specific response generators for a large number of topics. First, we collect a corpus of Athena conversations with live human traffic, where potential responses from all enabled response generators are logged and subsequently annotated for response quality. We compare several off-the-shelf response ranking methods for open-domain dialogue to Athena-Heuristic, a heuristic response ranker that was field-tested in Athena during the third Alexa Prize competition. We also compare these to a transformer-based response ranker we call Athena-RR, that we train on our Athena conversations. Athena-RR uses both the conversational context and the dialogue state to rank the potential responses. We find that Athena-RR with a Recall@1 of 70.79\% outperforms Athena-Heuristic and all of the off-the-shelf rankers by a large margin. We then conduct a live A/B study comparing Athena-Heuristic to Athena-RR in a 6,358 conversations with Alexa users. We show that Athena-RR leads to significantly longer conversations that receive significantly higher user ratings than the heuristic rule-based ranker.

The goal of building dialogue agents that can converse with humans naturally has been a long-standing dream of researchers since the early days of artificial intelligence. The well-known Turing Test proposed to judge the ultimate validity of an artificial intelligence agent on the indistinguishability of its dialogues from humans'. It should come as no surprise that human-level dialogue systems are very challenging to build. But, while early effort on rule-based systems found limited success, the emergence of deep learning enabled great advance on this topic. In this thesis, we focus on methods that address the numerous issues that have been imposing the gap between artificial conversational agents and human-level interlocutors. These methods were proposed and experimented with in ways that were inspired by general state-of-the-art AI methodologies. But they also targeted the characteristics that dialogue systems possess.

Information-seeking conversation systems are increasingly popular in real-world applications, especially for e-commerce companies. To retrieve appropriate responses for users, it is necessary to compute the matching degrees between candidate responses and users' queries with historical dialogue utterances. As the contexts are usually much longer than responses, it is thus necessary to expand the responses (usually short) with richer information. Recent studies on pseudo-relevance feedback (PRF) have demonstrated its effectiveness in query expansion for search engines, hence we consider expanding response using PRF information. However, existing PRF approaches are either based on heuristic rules or require heavy manual labeling, which are not suitable for solving our task. To alleviate this problem, we treat the PRF selection for response expansion as a learning task and propose a reinforced learning method that can be trained in an end-to-end manner without any human annotations. More specifically, we propose a reinforced selector to extract useful PRF terms to enhance response candidates and a BERT-based response ranker to rank the PRF-enhanced responses. The performance of the ranker serves as a reward to guide the selector to extract useful PRF terms, which boosts the overall task performance. Extensive experiments on both standard benchmarks and commercial datasets prove the superiority of our reinforced PRF term selector compared with other potential soft or hard selection methods. Both case studies and quantitative analysis show that our model is capable of selecting meaningful PRF terms to expand response candidates and also achieving the best results compared with all baselines on a variety of evaluation metrics. We have also deployed our method on online production in an e-commerce company, which shows a significant improvement over the existing online ranking system.