Paper ID: 2307.07047

Does Collaborative Human-LM Dialogue Generation Help Information Extraction from Human Dialogues?

Bo-Ru Lu, Nikita Haduong, Chia-Hsuan Lee, Zeqiu Wu, Hao Cheng, Paul Koester, Jean Utke, Tao Yu, Noah A. Smith, Mari Ostendorf

The capabilities of pretrained language models have opened opportunities to explore new application areas, but applications involving human-human interaction are limited by the fact that most data is protected from public release for privacy reasons. Problem-solving human dialogues in real applications can be much more complex than existing Wizard-of-Oz collections, preventing successful domain transfer. To support information extraction (IE) for a private call center dataset, we introduce a human-in-the-loop dialogue generation framework capable of synthesizing realistic dialogues. In IE experiments with auto insurance call center dialogues, we observe 25\% relative improvement in $F_1$ after augmenting a small set of real human conversations with synthetic data. We release code and our synthetic dataset to illustrate the complexity of real-world call center conversations and encourage development of complex dialogue datasets that are more representative of natural data.

Submitted: Jul 13, 2023