One Model, Multiple Goals: Adaptive Multi-Objective Learning for E-commerce Dialogue Systems
Authors: Mingzhe Li, Jing Xiang, Enguo Zhou, Lang Gao, Tai Li, Qishen Zhang, Xiangliang Zhang, Xiuying Chen
Abstract
Dialogue systems in e-commerce scenarios often need to satisfy multiple objectives: accurately reasoning over user profiles (e.g., eligibility, credit limit) to ensure correct decision-making and user state interpretation, while also generating natural and faithful responses. These goals are complementary but not identical. In this work, we propose MORE, an adaptive Multi-Objective REinforcement learning framework that jointly optimizes reasoning accuracy and linguistic naturalness. Our preliminary experiments show that directly mixing rewards with diverging optimization dynamics can cause oscillations and unstable learning. Thus, instead of optimizing a single mixed reward, we treat reasoning functions as constraints that guide policy optimization. At inference time, the system directly generates responses without explicit reasoning steps, while still benefiting from reasoning-enhanced scaffold and avoiding additional inference overhead. To better balance linguistic objectives during response generation, we introduce an adaptive multi-reward mechanism that aggregates signals such as fluency and naturalness and dynamically reweighs them via gradient feedback. We evaluate MORE on two real-world dialogue systems at ByteDance and the MultiWOZ 2.2 benchmark, where it consistently outperforms strong baselines. In 14-day online experiments on ByteDance production traffic, MORE improves overall and reached conversion by 16.53% and 30.09%, while increasing user satisfaction and reducing handoff rates. Notably, in a human-machine comparison, MORE recovers about 60% of the incremental conversion lift achieved by human agents.
End-to-end spoken dialogue models have garnered significant attention because they offer a higher potential ceiling in expressiveness and perceptual ability than cascaded systems. However, the intelligence and expressiveness of current open-source spoken dialogue models often remain below expectations. Motivated by the success of online reinforcement learning(RL) in other domains, one might attempt to directly apply preference optimization to spoken dialogue models, yet this transfer is non-trivial. We analyze these obstacles from the perspectives of reward modeling and rollout sampling, focusing on how sparse preference supervision interacts with dense speech generation under shared-parameter updates. Based on the analysis, we propose a modality-aware adaptive post-training recipe that makes RL practical for spoken dialogue: it constrains preference updates to the semantic channel and improves acoustic behavior via explicit anchoring, while dynamically regulating their mixture from rollout statistics to avoid unreliable preference gradients. We evaluate the method across multiple spoken dialogue benchmarks and representative architectures, and observe consistent improvements in semantic quality and speech expressiveness.
Evaluating large language models (LLMs) as multi-turn conversational partners requires probing capabilities that single-turn benchmarks miss: persona consistency, evolving intent tracking, emotional dynamics, and goal completion. We introduce EYT-Bench, a human-centered benchmark built around a three-party decoupled design: a persona-grounded user simulator, a target model that separates intent perception from response generation, and an independent third-party LLM judge with optional multi-judge ensembling. Personas are sampled from public human-curated corpora, Nemotron-Personas-USA and PersonaMem-v2, rather than synthesized, reducing LLM-induced persona bias. EYT-Bench also introduces two trajectory-level metrics: embedding-based intent drift and final-intent completion rate (FICR), inspired by tau-bench. In a 17-target x 200-dialogue evaluation, EYT-Bench reveals four findings: (i) state-of-the-art closed- and open-source models are statistically close on subjective dimensions (empathy / persona / anthropomorphism vary within <= 0.3), but differ by up to 9x on objective intent tracking; (ii) reasoning ("thinking on") sharply improves objective tracking on long-context personas (+0.47-0.50 latent-intent accuracy on Gemma-4) while leaving subjective scores nearly unchanged; (iii) persona format dominates trajectory spread, with FICR saturating above 0.95 on Nemotron-USA but spreading from 0.53 to 0.88 on PersonaMem-v2; and (iv) the warm-up effect is robust on 16/17 models (one outlier, GPT-5.5, reverses the effect), with stable rankings across alpha in [0.05, 0.15]. A cross-judge ablation using deepseek-v4-pro confirms that target rankings and final-intent satisfaction are preserved across judges.
Dialogue models are inherently reactive, responding to the current user turn without anticipating upcoming intents, which leads to redundant interactions in multi-intent settings. We address this limitation by introducing a lightweight intent-transition prior derived from dialogue data and injected into the system prompt at inference time. We instantiate this prior using a Temporal Bayesian Network (T-BN) trained on per-turn intent annotations in MultiWOZ 2.2. The T-BN achieves Recall@5 = 0.787 and MRR = 0.576 on 1,071 held-out USER-turn pairs. In a ground-truth replay over 200 dialogues, BN-guided generation improves Coverage AUC from 0.742 to 0.856 and reduces the number of turns required to reach 75% intent coverage from 3.95 to 2.73. These results show that lightweight intent-transition guidance enables more proactive and efficient dialogue behavior without modifying the underlying language model.