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The rapid development and deployment of Generative AI in social settings raise important questions about how to optimally personalize them for users while maintaining accuracy and realism. Based on a Facebook public post-comment dataset, this study evaluates the ability of Llama 3.0 (70B) to predict the semantic tones across different combinations of a commenter's and poster's gender, age, and friendship closeness and to replicate these differences in LLM-generated comments. The study consists of two parts: Part I assesses differences in semantic tones across social relationship categories, and Part II examines the similarity between comments generated by Llama 3.0 (70B) and human comments from Part I given public Facebook posts as input. Part I results show that including social relationship information improves the ability of a model to predict the semantic tone of human comments. However, Part II results show that even without including social context information in the prompt, LLM-generated comments and human comments are equally sensitive to social context, suggesting that LLMs can comprehend semantics from the original post alone. When we include all social relationship information in the prompt, the similarity between human comments and LLM-generated comments decreases. This inconsistency may occur because LLMs did not include social context information as part of their training data. Together these results demonstrate the ability of LLMs to comprehend semantics from the original post and respond similarly to human comments, but also highlights their limitations in generalizing personalized comments through prompting alone.

Red-teaming is a common practice for mitigating unsafe behaviors in Large Language Models (LLMs), which involves thoroughly assessing LLMs to identify potential flaws and addressing them with responsible and accurate responses. While effective, manual red-teaming is costly, and existing automatic red-teaming typically discovers safety risks without addressing them. In this paper, we propose a Multi-round Automatic Red-Teaming (MART) method, which incorporates both automatic adversarial prompt writing and safe response generation, significantly increasing red-teaming scalability and the safety of the target LLM. Specifically, an adversarial LLM and a target LLM interplay with each other in an iterative manner, where the adversarial LLM aims to generate challenging prompts that elicit unsafe responses from the target LLM, while the target LLM is fine-tuned with safety aligned data on these adversarial prompts. In each round, the adversarial LLM crafts better attacks on the updated target LLM, while the target LLM also improves itself through safety fine-tuning. On adversarial prompt benchmarks, the violation rate of an LLM with limited safety alignment reduces up to 84.7% after 4 rounds of MART, achieving comparable performance to LLMs with extensive adversarial prompt writing. Notably, model helpfulness on non-adversarial prompts remains stable throughout iterations, indicating the target LLM maintains strong performance on instruction following.

We present NormBank, a knowledge bank of 155k situational norms. This resource is designed to ground flexible normative reasoning for interactive, assistive, and collaborative AI systems. Unlike prior commonsense resources, NormBank grounds each inference within a multivalent sociocultural frame, which includes the setting (e.g., restaurant), the agents' contingent roles (waiter, customer), their attributes (age, gender), and other physical, social, and cultural constraints (e.g., the temperature or the country of operation). In total, NormBank contains 63k unique constraints from a taxonomy that we introduce and iteratively refine here. Constraints then apply in different combinations to frame social norms. Under these manipulations, norms are non-monotonic - one can cancel an inference by updating its frame even slightly. Still, we find evidence that neural models can help reliably extend the scope and coverage of NormBank. We further demonstrate the utility of this resource with a series of transfer experiments.

Millions of people participate in online peer-to-peer support sessions, yet there has been little prior research on systematic psychology-based evaluations of fine-grained peer-counselor behavior in relation to client satisfaction. This paper seeks to bridge this gap by mapping peer-counselor chat-messages to motivational interviewing (MI) techniques. We annotate 14,797 utterances from 734 chat conversations using 17 MI techniques and introduce four new interviewing codes such as chit-chat and inappropriate to account for the unique conversational patterns observed on online platforms. We automate the process of labeling peer-counselor responses to MI techniques by fine-tuning large domain-specific language models and then use these automated measures to investigate the behavior of the peer counselors via correlational studies. Specifically, we study the impact of MI techniques on the conversation ratings to investigate the techniques that predict clients' satisfaction with their counseling sessions. When counselors use techniques such as reflection and affirmation, clients are more satisfied. Examining volunteer counselors' change in usage of techniques suggest that counselors learn to use more introduction and open questions as they gain experience. This work provides a deeper understanding of the use of motivational interviewing techniques on peer-to-peer counselor platforms and sheds light on how to build better training programs for volunteer counselors on online platforms., Comment: Accepted at CSCW 2022

As language models become increasingly integrated into our digital lives, Personalized Text Generation (PTG) has emerged as a pivotal component with a wide range of applications. However, the bias inherent in user written text, often used for PTG model training, can inadvertently associate different levels of linguistic quality with users' protected attributes. The model can inherit the bias and perpetuate inequality in generating text w.r.t. users' protected attributes, leading to unfair treatment when serving users. In this work, we investigate fairness of PTG in the context of personalized explanation generation for recommendations. We first discuss the biases in generated explanations and their fairness implications. To promote fairness, we introduce a general framework to achieve measure-specific counterfactual fairness in explanation generation. Extensive experiments and human evaluations demonstrate the effectiveness of our method., Comment: This is a long paper accepted by the Proceedings of the 2023 Conference on Empirical Methods in Natural Language Processing (EMNLP 2023)

People come to social media to satisfy a variety of needs, such as being informed, entertained and inspired, or connected to their friends and community. Hence, to design a ranking function that gives useful and personalized post recommendations, it would be helpful to be able to predict the affective response a user may have to a post (e.g., entertained, informed, angered). This paper describes the challenges and solutions we developed to apply Affective Computing to social media recommendation systems. We address several types of challenges. First, we devise a taxonomy of affects that was small (for practical purposes) yet covers the important nuances needed for the application. Second, to collect training data for our models, we balance between signals that are already available to us (namely, different types of user engagement) and data we collected through a carefully crafted human annotation effort on 800k posts. We demonstrate that affective response information learned from this dataset improves a module in the recommendation system by more than 8%. Online experimentation also demonstrates statistically significant decreases in surfaced violating content and increases in surfaced content that users find valuable.

Conversational agents have come increasingly closer to human competence in open-domain dialogue settings; however, such models can reflect insensitive, hurtful, or entirely incoherent viewpoints that erode a user's trust in the moral integrity of the system. Moral deviations are difficult to mitigate because moral judgments are not universal, and there may be multiple competing judgments that apply to a situation simultaneously. In this work, we introduce a new resource, not to authoritatively resolve moral ambiguities, but instead to facilitate systematic understanding of the intuitions, values and moral judgments reflected in the utterances of dialogue systems. The Moral Integrity Corpus, MIC, is such a resource, which captures the moral assumptions of 38k prompt-reply pairs, using 99k distinct Rules of Thumb (RoTs). Each RoT reflects a particular moral conviction that can explain why a chatbot's reply may appear acceptable or problematic. We further organize RoTs with a set of 9 moral and social attributes and benchmark performance for attribute classification. Most importantly, we show that current neural language models can automatically generate new RoTs that reasonably describe previously unseen interactions, but they still struggle with certain scenarios. Our findings suggest that MIC will be a useful resource for understanding and language models' implicit moral assumptions and flexibly benchmarking the integrity of conversational agents. To download the data, see https://github.com/GT-SALT/mic, Comment: ACL 2022 main conference

Goal-oriented conversational agents are becoming prevalent in our daily lives. For these systems to engage users and achieve their goals, they need to exhibit appropriate social behavior as well as provide informative replies that guide users through tasks. The first component of the research in this paper applies statistical modeling techniques to understand conversations between users and human agents for customer service. Analyses show that social language used by human agents is associated with greater users' responsiveness and task completion. The second component of the research is the construction of a conversational agent model capable of injecting social language into an agent's responses while still preserving content. The model uses a sequence-to-sequence deep learning architecture, extended with a social language understanding element. Evaluation in terms of content preservation and social language level using both human judgment and automatic linguistic measures shows that the model can generate responses that enable agents to address users' issues in a more socially appropriate way.

This work introduces Focused-Variation Network (FVN), a novel model to control language generation. The main problems in previous controlled language generation models range from the difficulty of generating text according to the given attributes, to the lack of diversity of the generated texts. FVN addresses these issues by learning disjoint discrete latent spaces for each attribute inside codebooks, which allows for both controllability and diversity, while at the same time generating fluent text. We evaluate FVN on two text generation datasets with annotated content and style, and show state-of-the-art performance as assessed by automatic and human evaluations.

As the field of Spoken Dialogue Systems and Conversational AI grows, so does the need for tools and environments that abstract away implementation details in order to expedite the development process, lower the barrier of entry to the field, and offer a common test-bed for new ideas. In this paper, we present Plato, a flexible Conversational AI platform written in Python that supports any kind of conversational agent architecture, from standard architectures to architectures with jointly-trained components, single- or multi-party interactions, and offline or online training of any conversational agent component. Plato has been designed to be easy to understand and debug and is agnostic to the underlying learning frameworks that train each component.

We present the first complete attempt at concurrently training conversational agents that communicate only via self-generated language. Using DSTC2 as seed data, we trained natural language understanding (NLU) and generation (NLG) networks for each agent and let the agents interact online. We model the interaction as a stochastic collaborative game where each agent (player) has a role ("assistant", "tourist", "eater", etc.) and their own objectives, and can only interact via natural language they generate. Each agent, therefore, needs to learn to operate optimally in an environment with multiple sources of uncertainty (its own NLU and NLG, the other agent's NLU, Policy, and NLG). In our evaluation, we show that the stochastic-game agents outperform deep learning based supervised baselines., Comment: SIGDIAL 2019

For a company looking to provide delightful user experiences, it is of paramount importance to take care of any customer issues. This paper proposes COTA, a system to improve speed and reliability of customer support for end users through automated ticket classification and answers selection for support representatives. Two machine learning and natural language processing techniques are demonstrated: one relying on feature engineering (COTA v1) and the other exploiting raw signals through deep learning architectures (COTA v2). COTA v1 employs a new approach that converts the multi-classification task into a ranking problem, demonstrating significantly better performance in the case of thousands of classes. For COTA v2, we propose an Encoder-Combiner-Decoder, a novel deep learning architecture that allows for heterogeneous input and output feature types and injection of prior knowledge through network architecture choices. This paper compares these models and their variants on the task of ticket classification and answer selection, showing model COTA v2 outperforms COTA v1, and analyzes their inner workings and shortcomings. Finally, an A/B test is conducted in a production setting validating the real-world impact of COTA in reducing issue resolution time by 10 percent without reducing customer satisfaction.