Contextual Rephrase Detection for Reducing Friction in Dialogue Systems
Zhouyi Wang, Saurabh Gupta, Jie Hao, Xing Fan, Dingcheng Li, Alexander Hanbo Li, Chenlei Guo
Proceedings of the 2021 Conference on Empirical Methods in Natural Language Processing
For voice assistants like Alexa, Google Assis-
tant and Siri, correctly interpreting users’ in-
tentions is of utmost importance. However,
users sometimes experience friction with these
assistants, caused by errors from different sys-
tem components or user errors such as slips
of the tongue. Users tend to rephrase their
query until they get a satisfactory response.
Rephrase detection is used to identify the
rephrases and has long been treated as a task
with pairwise input, which does not fully uti-
lize the contextual information (e.g. users’ im-
plicit feedback). To this end, we propose a con-
textual rephrase detection model ContReph
to automatically identify rephrases from multi-
turn dialogues. We showcase how to leverage
the dialogue context and user-agent interaction
signals, including user’s implicit feedback and
the time gap between different turns, which
can help significantly outperform the pairwise
rephrase detection models.