Towards Effective GenAI Multi-Agent Collaboration: Design and Evaluation for Enterprise Applications

AI agents powered by large language models (LLMs) have shown strong capabilities in problem solving. Through combining many intelligent agents, multi-agent collaboration has emerged as a promising approach to tackle complex, multi-faceted problems that exceed the capabilities of single AI agents. However, designing the collaboration protocols and evaluating the effectiveness of these systems remains a significant challenge, especially for enterprise applications. This report addresses these challenges by presenting a comprehensive evaluation of coordination and routing capabilities in a novel multi-agent collaboration framework. We evaluate two key operational modes: (1) a coordination mode enabling complex task completion through parallel communication and payload referencing, and (2) a routing mode for efficient message forwarding between agents. We benchmark on a set of handcrafted scenarios from three enterprise domains, which are publicly released with the report. For coordination capabilities, we demonstrate the effectiveness of inter-agent communication and payload referencing mechanisms, achieving end-to-end goal success rates of 90%. Our analysis yields several key findings: multi-agent collaboration enhances goal success rates by up to 70% compared to single-agent approaches in our benchmarks; payload referencing improves performance on code-intensive tasks by 23%; latency can be substantially reduced with a routing mechanism that selectively bypasses agent orchestration. These findings offer valuable guidance for enterprise deployments of multi-agent systems and advance the development of scalable, efficient multi-agent collaboration frameworks.

RoundTable: Investigating Group Decision-Making Mechanism in Multi-Agent Collaboration

This study investigates the efficacy of Multi-Agent Systems in eliciting cross-agent communication and enhancing collective intelligence through group decision-making in a decentralized setting. Unlike centralized mechanisms, where a fixed hierarchy governs social choice, decentralized group decision-making allows agents to engage in joint deliberation. Our research focuses on the dynamics of communication and decision-making within various social choice methods. By applying different voting rules in various environments, we find that moderate decision flexibility yields better outcomes. Additionally, exploring the linguistic features of agent-to-agent conversations reveals indicators of effective collaboration, offering insights into communication patterns that facilitate or hinder collaboration. Finally, we propose various methods for determining the optimal stopping point in multi-agent collaborations based on linguistic cues. Our findings contribute to a deeper understanding of how decentralized decision-making and group conversation shape multi-agent collaboration, with implications for the design of more effective MAS environments.

Structured List-Grounded Question Answering

Document-grounded dialogue systems aim to answer user queries by leveraging external information. Previous studies have mainly focused on handling free-form documents, often overlooking structured data such as lists, which can represent a range of nuanced semantic relations. Motivated by the observation that even advanced language models like GPT-3.5 often miss semantic cues from lists, this paper aims to enhance question answering (QA) systems for better interpretation and use of structured lists. To this end, we introduce the LIST2QA dataset, a novel benchmark to evaluate the ability of QA systems to respond effectively using list information. This dataset is created from unlabeled customer service documents using language models and model-based filtering processes to enhance data quality, and can be used to fine-tune and evaluate QA models. Apart from directly generating responses through fine-tuned models, we further explore the explicit use of Intermediate Steps for Lists (ISL), aligning list items with user backgrounds to better reflect how humans interpret list items before generating responses. Our experimental results demonstrate that models trained on LIST2QA with our ISL approach outperform baselines across various metrics. Specifically, our fine-tuned Flan-T5-XL model shows increases of 3.1% in ROUGE-L, 4.6% in correctness, 4.5% in faithfulness, and 20.6% in completeness compared to models without applying filtering and the proposed ISL method.

User Simulation with Large Language Models for Evaluating Task-Oriented Dialogue

One of the major impediments to the development of new task-oriented dialogue (TOD) systems is the need for human evaluation at multiple stages and iterations of the development process. In an effort to move toward automated evaluation of TOD, we propose a novel user simulator built using recently developed large pretrained language models (LLMs). In order to increase the linguistic diversity of our system relative to the related previous work, we do not fine-tune the LLMs used by our system on existing TOD datasets; rather we use in-context learning to prompt the LLMs to generate robust and linguistically diverse output with the goal of simulating the behavior of human interlocutors. Unlike previous work, which sought to maximize goal success rate (GSR) as the primary metric of simulator performance, our goal is a system which achieves a GSR similar to that observed in human interactions with TOD systems. Using this approach, our current simulator is effectively able to interact with several TOD systems, especially on single-intent conversational goals, while generating lexically and syntactically diverse output relative to previous simulators that rely upon fine-tuned models. Finally, we collect a Human2Bot dataset of humans interacting with the same TOD systems with which we experimented in order to better quantify these achievements.

DiactTOD: Learning Generalizable Latent Dialogue Acts for Controllable Task-Oriented Dialogue Systems

Dialogue act annotations are important to improve response generation quality in task-oriented dialogue systems. However, it can be challenging to use dialogue acts to control response generation in a generalizable way because different datasets and tasks may have incompatible annotations. While alternative methods that utilize latent action spaces or reinforcement learning do not require explicit annotations, they may lack interpretability or face difficulties defining task-specific rewards. In this work, we present a novel end-to-end latent dialogue act model (DiactTOD) that represents dialogue acts in a latent space. DiactTOD, when pre-trained on a large corpus, is able to predict and control dialogue acts to generate controllable responses using these latent representations in a zero-shot fashion. Our approach demonstrates state-of-the-art performance across a wide range of experimental settings on the MultiWOZ dataset, including zero-shot, few-shot, and full data fine-tuning with both end-to-end and policy optimization configurations.

Pre-training Intent-Aware Encoders for Zero- and Few-Shot Intent Classification

Intent classification (IC) plays an important role in task-oriented dialogue systems as it identifies user intents from given utterances. However, models trained on limited annotations for IC often suffer from a lack of generalization to unseen intent classes. We propose a novel pre-training method for text encoders that uses contrastive learning with intent psuedo-labels to produce embeddings that are well-suited for IC tasks. By applying this pre-training strategy, we also introduce the pre-trained intent-aware encoder (PIE). Specifically, we first train a tagger to identify key phrases within utterances that are crucial for interpreting intents. We then use these extracted phrases to create examples for pre-training a text encoder in a contrastive manner. As a result, our PIE model achieves up to 5.4% and 4.0% higher accuracy than the previous state-of-the-art pre-trained sentence encoder for the N-way zero- and one-shot settings on four IC datasets.

Intent Induction from Conversations for Task-Oriented Dialogue Track at DSTC 11

With increasing demand for and adoption of virtual assistants, recent work has investigated ways to accelerate bot schema design through the automatic induction of intents or the induction of slots and dialogue states. However, a lack of dedicated benchmarks and standardized evaluation has made progress difficult to track and comparisons between systems difficult to make. This challenge track, held as part of the Eleventh Dialog Systems Technology Challenge, introduces a benchmark that aims to evaluate methods for the automatic induction of customer intents in a realistic setting of customer service interactions between human agents and customers. We propose two subtasks for progressively tackling the automatic induction of intents and corresponding evaluation methodologies. We then present three datasets suitable for evaluating the tasks and propose simple baselines. Finally, we summarize the submissions and results of the challenge track, for which we received submissions from 34 teams.

Conversation Style Transfer using Few-Shot Learning

Conventional text style transfer approaches for natural language focus on sentence-level style transfer without considering contextual information, and the style is described with attributes (e.g., formality). When applying style transfer on conversations such as task-oriented dialogues, existing approaches suffer from these limitations as context can play an important role and the style attributes are often difficult to define in conversations. In this paper, we introduce conversation style transfer as a few-shot learning problem, where the model learns to perform style transfer by observing only the target-style dialogue examples. We propose a novel in-context learning approach to solve the task with style-free dialogues as a pivot. Human evaluation shows that by incorporating multi-turn context, the model is able to match the target style while having better appropriateness and semantic correctness compared to utterance-level style transfer. Additionally, we show that conversation style transfer can also benefit downstream tasks. Results on multi-domain intent classification tasks show improvement in F1 scores after transferring the style of training data to match the style of test data.

Dialog2API: Task-Oriented Dialogue with API Description and Example Programs

Functionality and dialogue experience are two important factors of task-oriented dialogue systems. Conventional approaches with closed schema (e.g., conversational semantic parsing) often fail as both the functionality and dialogue experience are strongly constrained by the underlying schema. We introduce a new paradigm for task-oriented dialogue - Dialog2API - to greatly expand the functionality and provide seamless dialogue experience. The conversational model interacts with the environment by generating and executing programs triggering a set of pre-defined APIs. The model also manages the dialogue policy and interact with the user through generating appropriate natural language responses. By allowing generating free-form programs, Dialog2API supports composite goals by combining different APIs, whereas unrestricted program revision provides natural and robust dialogue experience. To facilitate Dialog2API, the core model is provided with API documents, an execution environment and optionally some example dialogues annotated with programs. We propose an approach tailored for the Dialog2API, where the dialogue states are represented by a stack of programs, with most recently mentioned program on the top of the stack. Dialog2API can work with many application scenarios such as software automation and customer service. In this paper, we construct a dataset for AWS S3 APIs and present evaluation results of in-context learning baselines.

Federated Semi-Supervised Learning with Prototypical Networks

With the increasing computing power of edge devices, Federated Learning (FL) emerges to enable model training without privacy concerns. The majority of existing studies assume the data are fully labeled on the client side. In practice, however, the amount of labeled data is often limited. Recently, federated semi-supervised learning (FSSL) is explored as a way to effectively utilize unlabeled data during training. In this work, we propose ProtoFSSL, a novel FSSL approach based on prototypical networks. In ProtoFSSL, clients share knowledge with each other via lightweight prototypes, which prevents the local models from diverging. For computing loss on unlabeled data, each client creates accurate pseudo-labels based on shared prototypes. Jointly with labeled data, the pseudo-labels provide training signals for local prototypes. Compared to a FSSL approach based on weight sharing, the prototype-based inter-client knowledge sharing significantly reduces both communication and computation costs, enabling more frequent knowledge sharing between more clients for better accuracy. In multiple datasets, ProtoFSSL results in higher accuracy compared to the recent FSSL methods with and without knowledge sharing, such as FixMatch, FedRGD, and FedMatch. On SVHN dataset, ProtoFSSL performs comparably to fully supervised FL methods.