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Home > Proceedings / Proceedings of the AAAI Conference on Artificial Intelligence, 34

Automated Conversation Review to Surface Virtual Assistant Misunderstandings: Reducing Cost and Increasing Privacy

February 1, 2023

Authors

Ian Beaver

Verint - Next IT


Abdullah Mueen

University of New Mexico


Published:

2020-06-02

Proceedings:

Proceedings of the AAAI Conference on Artificial Intelligence, 34

Volume

Issue:

Vol. 34 No. 08: AAAI-20 / IAAI-20 Technical Tracks

Track:

IAAI Technical Track: Deployed Papers

Downloads:

Download PDF

Abstract:

With the rise of Intelligent Virtual Assistants (IVAs), there is a necessary rise in human effort to identify conversations containing misunderstood user inputs. These conversations uncover error in natural language understanding and help prioritize and expedite improvements to the IVA. As human reviewer time is valuable and manual analysis is time consuming, prioritizing the conversations where misunderstanding has likely occurred reduces costs and speeds improvement. In addition, less conversations reviewed by humans mean less user data is exposed, increasing privacy. We present a scalable system for automated conversation review that can identify potential miscommunications. Our system provides IVA designers with suggested actions to fix errors in IVA understanding, prioritizes areas of language model repair, and automates the review of conversations where desired.Verint - Next IT builds IVAs on behalf of other companies and organizations, and therefore analyzes large volumes of conversational data. Our review system has been in production for over three years and saves our company roughly $1.5 million in annotation costs yearly, as well as shortened the refinement cycle of production IVAs. In this paper, the system design is discussed and performance in identifying errors in IVA understanding is compared to that of human reviewers.

DOI:

10.1609/aaai.v34i08.7017


AAAI

Vol. 34 No. 08: AAAI-20 / IAAI-20 Technical Tracks


ISSN 2374-3468 (Online) ISSN 2159-5399 (Print) ISBN 978-1-57735-835-0 (10 issue set)


Published by AAAI Press, Palo Alto, California USA Copyright © 2020, Association for the Advancement of Artificial Intelligence All Rights Reserved

Topics: AAAI

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