论文标题
双工对话：在口语对话系统中进行类似人类的互动
Duplex Conversation: Towards Human-like Interaction in Spoken Dialogue Systems
论文作者
论文摘要
在本文中，我们提出了双工对话，这是一种多型，多模式口语对话系统，使基于电话的代理能够与人类这样的客户互动。我们在电信中使用全双工的概念来证明类似人类的互动体验以及如何通过三个子任务来实现平稳的转弯：用户状态检测，后拨频选择和驳船检测。此外，我们建议使用多模式数据增强的半监督学习，以利用未标记的数据来增加模型的概括。三个子任务的实验结果表明，与基准相比，所提出的方法可实现一致的改进。我们将双工对话部署到阿里巴巴智能客户服务，并在生产中分享经验教训。在线A/B实验表明，所提出的系统可以将响应潜伏期显着降低50％。
In this paper, we present Duplex Conversation, a multi-turn, multimodal spoken dialogue system that enables telephone-based agents to interact with customers like a human. We use the concept of full-duplex in telecommunication to demonstrate what a human-like interactive experience should be and how to achieve smooth turn-taking through three subtasks: user state detection, backchannel selection, and barge-in detection. Besides, we propose semi-supervised learning with multimodal data augmentation to leverage unlabeled data to increase model generalization. Experimental results on three sub-tasks show that the proposed method achieves consistent improvements compared with baselines. We deploy the Duplex Conversation to Alibaba intelligent customer service and share lessons learned in production. Online A/B experiments show that the proposed system can significantly reduce response latency by 50%.
