Predicting Users’ Negative Feedbacks in Multi-Turn Human-Computer Dialogues

AbstractUser experience is essential for human-computer dialogue systems. However, it is impractical to ask users to provide explicit feedbacks when the agents’ responses displease them. Therefore, in this paper, we explore to predict users’ imminent dissatisfactions caused by intelligent agents by analysing the existing utterances in the dialogue sessions. To our knowledge, this is the first work focusing on this task. Several possible factors that trigger negative emotions are modelled. A relation sequence model (RSM) is proposed to encode the sequence of appropriateness of current response with respect to the earlier utterances. The experimental results show that the proposed structure is effective in modelling emotional risk (possibility of negative feedback) than existing conversation modelling approaches. Besides, strategies of obtaining distance supervision data for pre-training are also discussed in this work. Balanced sampling with respect to the last response in the distance supervision data are shown to be reliable for data augmentation.