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Enterprise conversational AI systems are becoming increasingly popular to assist users in completing daily tasks such as those in marketing and customer management. However, new users often struggle to ask effective questions, especially in…
While multimodal conversation agents are gaining importance in several domains such as retail, travel etc., deep learning research in this area has been limited primarily due to the lack of availability of large-scale, open chatlogs. To…
State-of-the-art conversational agents have advanced significantly in conjunction with the use of large transformer-based language models. However, even with these advancements, conversational agents still lack the ability to produce…
Recently, self-learning methods based on user satisfaction metrics and contextual bandits have shown promising results to enable consistent improvements in conversational AI systems. However, directly targeting such metrics by off-policy…
Having an intelligent dialogue agent that can engage in conversational question answering (ConvQA) is now no longer limited to Sci-Fi movies only and has, in fact, turned into a reality. These intelligent agents are required to understand…
An important unexplored aspect in previous work on user satisfaction estimation for Task-Oriented Dialogue (TOD) systems is their evaluation in terms of robustness for the identification of user dissatisfaction: current benchmarks for user…
Conversational agents (CAs) are increasingly embedded in daily life, yet their ability to navigate user emotions efficiently is still evolving. This study investigates how users with varying traits -- gender, personality, and cultural…
A frequent pattern in customer care conversations is the agents responding with appropriate webpage URLs that address users' needs. We study the task of predicting the documents that customer care agents can use to facilitate users' needs.…
Forecasting conversation derailment can be useful in real-world settings such as online content moderation, conflict resolution, and business negotiations. However, despite language models' success at identifying offensive speech present in…
Vast improvements in natural language understanding and speech recognition have paved the way for conversational interaction with computers. While conversational agents have often been used for short goal-oriented dialog, we know little…
Using chatbots to deliver recommendations is increasingly popular. The design of recommendation chatbots has primarily been taking an information-centric approach by focusing on the recommended content per se. Limited attention is on how…
Chatbots are conversational software applications designed to interact dialectically with users for a plethora of different purposes. Surprisingly, these colloquial agents have only recently been coupled with computational models of…
We survey SoTA open-domain conversational AI models with the purpose of presenting the prevailing challenges that still exist to spur future research. In addition, we provide statistics on the gender of conversational AI in order to guide…
We introduce dodecaDialogue: a set of 12 tasks that measures if a conversational agent can communicate engagingly with personality and empathy, ask questions, answer questions by utilizing knowledge resources, discuss topics and situations,…
This paper describes the design and functionality of ConvoKit, an open-source toolkit for analyzing conversations and the social interactions embedded within. ConvoKit provides an unified framework for representing and manipulating…
We present the first English corpus study on abusive language towards three conversational AI systems gathered "in the wild": an open-domain social bot, a rule-based chatbot, and a task-based system. To account for the complexity of the…
We present our view of what is necessary to build an engaging open-domain conversational agent: covering the qualities of such an agent, the pieces of the puzzle that have been built so far, and the gaping holes we have not filled yet. We…
One challenge for dialogue agents is recognizing feelings in the conversation partner and replying accordingly, a key communicative skill. While it is straightforward for humans to recognize and acknowledge others' feelings in a…
Business process automation is a booming multi-billion-dollar industry that promises to remove menial tasks from workers' plates -- through the introduction of autonomous agents -- and free up their time and brain power for more creative…
Virtual assistants such as Google Assistant, Alexa and Siri provide a conversational interface to a large number of services and APIs spanning multiple domains. Such systems need to support an ever-increasing number of services with…