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      Simulating User Satisfaction for the Evaluation of Task-oriented Dialogue Systems

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          Abstract

          Evaluation is crucial in the development process of task-oriented dialogue systems. As an evaluation method, user simulation allows us to tackle issues such as scalability and cost-efficiency, making it a viable choice for large-scale automatic evaluation. To help build a human-like user simulator that can measure the quality of a dialogue, we propose the following task: simulating user satisfaction for the evaluation of task-oriented dialogue systems. The purpose of the task is to increase the evaluation power of user simulations and to make the simulation more human-like. To overcome a lack of annotated data, we propose a user satisfaction annotation dataset, USS, that includes 6,800 dialogues sampled from multiple domains, spanning real-world e-commerce dialogues, task-oriented dialogues constructed through Wizard-of-Oz experiments, and movie recommendation dialogues. All user utterances in those dialogues, as well as the dialogues themselves, have been labeled based on a 5-level satisfaction scale. We also share three baseline methods for user satisfaction prediction and action prediction tasks. Experiments conducted on the USS dataset suggest that distributed representations outperform feature-based methods. A model based on hierarchical GRUs achieves the best performance in in-domain user satisfaction prediction, while a BERT-based model has better cross-domain generalization ability.

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          Author and article information

          Journal
          08 May 2021
          Article
          10.1145/3404835.3463241
          2105.03748

          http://arxiv.org/licenses/nonexclusive-distrib/1.0/

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          Proceedings of the 44th International ACM SIGIR Conference on Research and Development in Information Retrieval (SIGIR '21), 2021
          cs.IR

          Information & Library science

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