Multi-Action Dialog Policy Learning from Logged User Feedback

Abstract

Multi-action dialog policy (MADP), which generates multiple atomic dialog actions per turn, has been widely applied in task-oriented dialog systems to provide expressive and efficient system responses. Existing MADP models usually imitate action combinations from the labeled multi-action dialog samples. Due to data limitations, they generalize poorly toward unseen dialog flows. While reinforcement learning-based methods are proposed to incorporate the service ratings from real users and user simulators as external supervision signals, they suffer from sparse and less credible dialog-level rewards. To cope with this problem, we explore to improve MADPL with explicit and implicit turn-level user feedback received for historical predictions (i.e., logged user feedback) that are cost-efficient to collect and faithful to real-world scenarios. The task is challenging since the logged user feedback provides only partial label feedback limited to the particular historical dialog actions predicted by the agent. To fully exploit such feedback information, we propose BanditMatch, which addresses the task from a feedback-enhanced semi-supervised learning perspective with a hybrid learning objective of SSL and bandit learning. BanditMatch integrates pseudo-labeling methods to better explore the action space through constructing full label feedback. Extensive experiments show that our BanditMatch improves MADPL over the state-of-the-art methods by generating more concise and informative responses. The source code and the appendix of this paper can be obtained from https://github.com/ShuoZhangXJTU/BanditMatch.