Paper ID: 2212.10504

Can Current Task-oriented Dialogue Models Automate Real-world Scenarios in the Wild?

Sang-Woo Lee, Sungdong Kim, Donghyeon Ko, Donghoon Ham, Youngki Hong, Shin Ah Oh, Hyunhoon Jung, Wangkyo Jung, Kyunghyun Cho, Donghyun Kwak, Hyungsuk Noh, Woomyoung Park

Task-oriented dialogue (TOD) systems are mainly based on the slot-filling-based TOD (SF-TOD) framework, in which dialogues are broken down into smaller, controllable units (i.e., slots) to fulfill a specific task. A series of approaches based on this framework achieved remarkable success on various TOD benchmarks. However, we argue that the current TOD benchmarks are limited to surrogate real-world scenarios and that the current TOD models are still a long way to cover the scenarios. In this position paper, we first identify current status and limitations of SF-TOD systems. After that, we explore the WebTOD framework, the alternative direction for building a scalable TOD system when a web/mobile interface is available. In WebTOD, the dialogue system learns how to understand the web/mobile interface that the human agent interacts with, powered by a large-scale language model.

Submitted: Dec 20, 2022