论文标题
当前以任务为导向的对话系统能够满足不礼貌的用户？
Are Current Task-oriented Dialogue Systems Able to Satisfy Impolite Users?
论文作者
论文摘要
以任务为导向的对话（TOD）系统为用户提供了许多任务，包括票务预订和服务查询。尽管现有的TOD系统在满足客户需求方面表现出了有希望的性能，但这些系统主要假设用户会与对话代理进行有礼貌的互动。这个假设是不现实的，因为不耐烦或沮丧的客户也可能与TOD系统互动。本文旨在通过研究不礼貌的用户对TOD系统的影响来解决这一研究差距。具体来说，我们构建了一个不礼貌的对话语料库，并进行了广泛的实验，以评估不礼貌的对话语料库的最先进的TOD系统。我们的实验结果表明，现有的TOD系统无法处理不礼貌的用户话语。我们还提出了一种数据增强方法，以在不礼貌的对话中提高TOD性能。然而，处理不礼貌的对话仍然是一项非常具有挑战性的研究任务。我们希望通过发布不礼貌的对话语料库并建立基准评估，鼓励更多的研究人员调查这项新的具有挑战性的研究任务。
Task-oriented dialogue (TOD) systems have assisted users on many tasks, including ticket booking and service inquiries. While existing TOD systems have shown promising performance in serving customer needs, these systems mostly assume that users would interact with the dialogue agent politely. This assumption is unrealistic as impatient or frustrated customers may also interact with TOD systems impolitely. This paper aims to address this research gap by investigating impolite users' effects on TOD systems. Specifically, we constructed an impolite dialogue corpus and conducted extensive experiments to evaluate the state-of-the-art TOD systems on our impolite dialogue corpus. Our experimental results show that existing TOD systems are unable to handle impolite user utterances. We also present a data augmentation method to improve TOD performance in impolite dialogues. Nevertheless, handling impolite dialogues remains a very challenging research task. We hope by releasing the impolite dialogue corpus and establishing the benchmark evaluations, more researchers are encouraged to investigate this new challenging research task.
