CARE: A Clue-guided Assistant for CSRs to Read User Manuals

It is time-saving to build a reading assistant for customer service representations (CSRs) when reading user manuals, especially information-rich ones. Current solutions don't fit the online custom service scenarios well due to the lack of attention to user questions and possible responses. Hence, we propose to develop a time-saving and careful reading assistant for CSRs, named CARE. It can help the CSRs quickly find proper responses from the user manuals via explicit clue chains. Specifically, each of the clue chains is formed by inferring over the user manuals, starting from the question clue aligned with the user question and ending at a possible response. To overcome the shortage of supervised data, we adopt the self-supervised strategy for model learning. The offline experiment shows that CARE is efficient in automatically inferring accurate responses from the user manual. The online experiment further demonstrates the superiority of CARE to reduce CSRs' reading burden and keep high service quality, in particular with >35% decrease in time spent and keeping a >0.75 ICC score.

Hummer: Towards Limited Competitive Preference Dataset

Preference datasets are essential for incorporating human preferences into pre-trained language models, playing a key role in the success of Reinforcement Learning from Human Feedback. However, these datasets often demonstrate conflicting alignment objectives, leading to increased vulnerability to jailbreak attacks and challenges in adapting downstream tasks to prioritize specific alignment objectives without negatively impacting others. In this work, we introduce a novel statistical metric, Alignment Dimension Conflict, to quantify the degree of conflict within preference datasets. We then present \texttt{Hummer} and its fine-grained variant, \texttt{Hummer-F}, as innovative pairwise preference datasets with reduced-conflict alignment objectives. \texttt{Hummer} is built based on UltraFeedback and is enhanced by AI feedback from GPT-4, marking as the first preference dataset aimed at reducing the competition between alignment objectives. Furthermore, we develop reward models, HummerRM and HummerRM-F, which employ a hybrid sampling approach to balance diverse alignment objectives effectively. This sampling method positions HummerRM as an ideal model for domain-specific further fine-tuning and reducing vulnerabilities to attacks.

Strength Lies in Differences! Towards Effective Non-collaborative Dialogues via Tailored Strategy Planning

We investigate non-collaborative dialogue agents that must engage in tailored strategic planning for diverse users to secure a favorable agreement. This poses challenges for existing dialogue agents due to two main reasons: their inability to integrate user-specific characteristics into their strategic planning and their training paradigm's failure to produce strategic planners that can generalize to diverse users. To address these challenges, we propose TRIP to enhance the capability in tailored strategic planning, incorporating a user-aware strategic planning module and a population-based training paradigm. Through experiments on benchmark non-collaborative dialogue tasks, we demonstrate the effectiveness of TRIP in catering to diverse users.

AMOR: A Recipe for Building Adaptable Modular Knowledge Agents Through Process Feedback

The notable success of large language models (LLMs) has sparked an upsurge in building language agents to complete various complex tasks. We present AMOR, an agent framework based on open-source LLMs, which reasons with external knowledge bases and adapts to specific domains through human supervision to the reasoning process. AMOR builds reasoning logic over a finite state machine (FSM) that solves problems through autonomous executions and transitions over disentangled modules. This allows humans to provide direct feedback to the individual modules, and thus naturally forms process supervision. Based on this reasoning and feedback framework, we develop AMOR through two-stage fine-tuning: warm-up and adaptation. The former fine-tunes the LLM with examples automatically constructed from various public datasets and enables AMOR to generalize across different knowledge environments, while the latter tailors AMOR to specific domains using process feedback. Extensive experiments across multiple domains demonstrate the advantage of AMOR to strong baselines, thanks to its FSM-based reasoning and process feedback mechanism.

Multi-granularity Correspondence Learning from Long-term Noisy Videos

Existing video-language studies mainly focus on learning short video clips, leaving long-term temporal dependencies rarely explored due to over-high computational cost of modeling long videos. To address this issue, one feasible solution is learning the correspondence between video clips and captions, which however inevitably encounters the multi-granularity noisy correspondence (MNC) problem. To be specific, MNC refers to the clip-caption misalignment (coarse-grained) and frame-word misalignment (fine-grained), hindering temporal learning and video understanding. In this paper, we propose NOise Robust Temporal Optimal traNsport (Norton) that addresses MNC in a unified optimal transport (OT) framework. In brief, Norton employs video-paragraph and clip-caption contrastive losses to capture long-term dependencies based on OT. To address coarse-grained misalignment in video-paragraph contrast, Norton filters out the irrelevant clips and captions through an alignable prompt bucket and realigns asynchronous clip-caption pairs based on transport distance. To address the fine-grained misalignment, Norton incorporates a soft-maximum operator to identify crucial words and key frames. Additionally, Norton exploits the potential faulty negative samples in clip-caption contrast by rectifying the alignment target with OT assignment to ensure precise temporal modeling. Extensive experiments on video retrieval, videoQA, and action segmentation verify the effectiveness of our method. Code is available at https://lin-yijie.github.io/projects/Norton.

Risk Taxonomy, Mitigation, and Assessment Benchmarks of Large Language Model Systems

Large language models (LLMs) have strong capabilities in solving diverse natural language processing tasks. However, the safety and security issues of LLM systems have become the major obstacle to their widespread application. Many studies have extensively investigated risks in LLM systems and developed the corresponding mitigation strategies. Leading-edge enterprises such as OpenAI, Google, Meta, and Anthropic have also made lots of efforts on responsible LLMs. Therefore, there is a growing need to organize the existing studies and establish comprehensive taxonomies for the community. In this paper, we delve into four essential modules of an LLM system, including an input module for receiving prompts, a language model trained on extensive corpora, a toolchain module for development and deployment, and an output module for exporting LLM-generated content. Based on this, we propose a comprehensive taxonomy, which systematically analyzes potential risks associated with each module of an LLM system and discusses the corresponding mitigation strategies. Furthermore, we review prevalent benchmarks, aiming to facilitate the risk assessment of LLM systems. We hope that this paper can help LLM participants embrace a systematic perspective to build their responsible LLM systems.

Multi-view Hypergraph Contrastive Policy Learning for Conversational Recommendation

Conversational recommendation systems (CRS) aim to interactively acquire user preferences and accordingly recommend items to users. Accurately learning the dynamic user preferences is of crucial importance for CRS. Previous works learn the user preferences with pairwise relations from the interactive conversation and item knowledge, while largely ignoring the fact that factors for a relationship in CRS are multiplex. Specifically, the user likes/dislikes the items that satisfy some attributes (Like/Dislike view). Moreover social influence is another important factor that affects user preference towards the item (Social view), while is largely ignored by previous works in CRS. The user preferences from these three views are inherently different but also correlated as a whole. The user preferences from the same views should be more similar than that from different views. The user preferences from Like View should be similar to Social View while different from Dislike View. To this end, we propose a novel model, namely Multi-view Hypergraph Contrastive Policy Learning (MHCPL). Specifically, MHCPL timely chooses useful social information according to the interactive history and builds a dynamic hypergraph with three types of multiplex relations from different views. The multiplex relations in each view are successively connected according to their generation order.

Knowing-how & Knowing-that: A New Task for Machine Reading Comprehension of User Manuals

The machine reading comprehension (MRC) of user manuals has huge potential in customer service. However,current methods have trouble answering complex questions. Therefore, we introduce the Knowing-how & Knowing-that task that requires the model to answer factoid-style, procedure-style, and inconsistent questions about user manuals. We resolve this task by jointly representing the steps and facts in a graph (TARA), which supports a unified inference of various questions. Towards a systematical benchmarking study, we design a heuristic method to automatically parse user manuals into TARAs and build an annotated dataset to test the model's ability in answering real-world questions. Empirical results demonstrate that representing user manuals as TARAs is a desired solution for the MRC of user manuals. An in-depth investigation of TARA further sheds light on the issues and broader impacts of future representations of user manuals. We hope our work can move the MRC of user manuals to a more complex and realistic stage.

Towards Hierarchical Policy Learning for Conversational Recommendation with Hypergraph-based Reinforcement Learning

Conversational recommendation systems (CRS) aim to timely and proactively acquire user dynamic preferred attributes through conversations for item recommendation. In each turn of CRS, there naturally have two decision-making processes with different roles that influence each other: 1) director, which is to select the follow-up option (i.e., ask or recommend) that is more effective for reducing the action space and acquiring user preferences; and 2) actor, which is to accordingly choose primitive actions (i.e., asked attribute or recommended item) that satisfy user preferences and give feedback to estimate the effectiveness of the director's option. However, existing methods heavily rely on a unified decision-making module or heuristic rules, while neglecting to distinguish the roles of different decision procedures, as well as the mutual influences between them. To address this, we propose a novel Director-Actor Hierarchical Conversational Recommender (DAHCR), where the director selects the most effective option, followed by the actor accordingly choosing primitive actions that satisfy user preferences. Specifically, we develop a dynamic hypergraph to model user preferences and introduce an intrinsic motivation to train from weak supervision over the director. Finally, to alleviate the bad effect of model bias on the mutual influence between the director and actor, we model the director's option by sampling from a categorical distribution. Extensive experiments demonstrate that DAHCR outperforms state-of-the-art methods.

Robust Domain Adaptation for Machine Reading Comprehension

Most domain adaptation methods for machine reading comprehension (MRC) use a pre-trained question-answer (QA) construction model to generate pseudo QA pairs for MRC transfer. Such a process will inevitably introduce mismatched pairs (i.e., noisy correspondence) due to i) the unavailable QA pairs in target documents, and ii) the domain shift during applying the QA construction model to the target domain. Undoubtedly, the noisy correspondence will degenerate the performance of MRC, which however is neglected by existing works. To solve such an untouched problem, we propose to construct QA pairs by additionally using the dialogue related to the documents, as well as a new domain adaptation method for MRC. Specifically, we propose Robust Domain Adaptation for Machine Reading Comprehension (RMRC) method which consists of an answer extractor (AE), a question selector (QS), and an MRC model. Specifically, RMRC filters out the irrelevant answers by estimating the correlation to the document via the AE, and extracts the questions by fusing the candidate questions in multiple rounds of dialogue chats via the QS. With the extracted QA pairs, MRC is fine-tuned and provides the feedback to optimize the QS through a novel reinforced self-training method. Thanks to the optimization of the QS, our method will greatly alleviate the noisy correspondence problem caused by the domain shift. To the best of our knowledge, this could be the first study to reveal the influence of noisy correspondence in domain adaptation MRC models and show a feasible way to achieve robustness to mismatched pairs. Extensive experiments on three datasets demonstrate the effectiveness of our method.