arXiv:2410.09556cs.CL2024-10AAAI被引 8

同时预测用户满意度与情绪,提升对话系统服务质量。

A Speaker Turn-Aware Multi-Task Adversarial Network for Joint User Satisfaction Estimation and Sentiment Analysis

  • 设计对抗性多任务网络,区分任务特有与共享特征。
  • 在两个真实对话数据集上,满意度与情绪分析均优于现有方法。
  • 适合需要精准理解用户情感与满意度的智能客服场景。

用户满意度估计在目标导向对话系统中至关重要,用于判断用户对服务是否满意。研究发现,用户需求是否被满足常引发不同情绪,而情绪状态又与满意度密切相关。因此,用户满意度估计(USE)与情感分析(SA)应作为协同任务联合处理。现有联合学习框架多采用级联或共享底座结构,但难以区分任务特有与公共特征,导致下游任务表示不优。本文提出一种说话人轮次感知的多任务对抗网络(STMAN),用于对话级满意度估计与语句级情感分析。首先引入多任务对抗策略,训练任务判别器使语句表示更具任务特异性;随后采用说话人轮次感知的多任务交互策略,提取互补的公共特征。在两个真实服务对话数据集上的大量实验表明,该模型显著优于多个先进方法。

原文摘要 · Abstract (English)

User Satisfaction Estimation is an important task and increasingly being applied in goal-oriented dialogue systems to estimate whether the user is satisfied with the service. It is observed that whether the user's needs are met often triggers various sentiments, which can be pertinent to the successful estimation of user satisfaction, and vice versa. Thus, User Satisfaction Estimation (USE) and Sentiment Analysis (SA) should be treated as a joint, collaborative effort, considering the strong connections between the sentiment states of speakers and the user satisfaction. Existing joint learning frameworks mainly unify the two highly pertinent tasks over cascade or shared-bottom implementations, however they fail to distinguish task-specific and common features, which will produce sub-optimal utterance representations for downstream tasks. In this paper, we propose a novel Speaker Turn-Aware Multi-Task Adversarial Network (STMAN) for dialogue-level USE and utterance-level SA. Specifically, we first introduce a multi-task adversarial strategy which trains a task discriminator to make utterance representation more task-specific, and then utilize a speaker-turn aware multi-task interaction strategy to extract the common features which are complementary to each task. Extensive experiments conducted on two real-world service dialogue datasets show that our model outperforms several state-of-the-art methods.

用户满意度情感分析多任务学习对话系统

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