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Inferring and Negotiating User Goals Adaptive Dialogue Planning Using Abduction

Inferring and Negotiating User Goals: Adaptive Dialogue Planning Using Abduction

Adelheit Stein and Jon Atle Gulla

GMD-IPSI,German National Research Center for Information Technology–

Integrated Publication and Information Systems Institute

Dolivostr.15,D-64293Darmstadt,Germany

stein@darmstadt.gmd.de

Department of Computer Science,Norwegian University of Science and Technology

N-7034Trondheim,Norway

jag@idt.ntnu.no

Abstract

This paper presents an approach to adaptive dialogue planning in the framework of an intel-ligent information retrieval system(M IRACLE),which provides semantic access to multimedia

information via a WWW interface.The system uses abduction to infer users,interests and dia-

logue goals:ambiguous user queries are interpreted with respect to the semantic domain model

and unexpected dialogue acts are interpreted in light of the actual dialogue history.On the ba-

sis of these interpretations the system initiates a clari?cation dialogue offering the user suitable

follow-up moves for continuing the dialogue.Depending on the user,s choice,the system adapts

its dialogue strategy/plan for the next steps.

1Introduction

Finding relevant information in the enormous amounts of data available on the World Wide Web or provided by other online information sources is a dif?cult task,hence,many users encounter problems getting the speci?c pieces of information they are interested in.New user interfaces and search en-gines are being developed to facilitate access to these information repositories and to improve search ef?ciency.However,most of them concentrate on the improvement of the indexing and search meth-ods and on query formulation aspects(i.e.,the search task)but do not suf?ciently address other aspects of the human-computer interaction during retrieval.From our point of view,information retrieval is a highly complex interactive process that comprises other tasks as well:clarifying initially vague in-formation needs,expressing these needs,?nding appropriate retrieval tactics and strategies,assessing the relevance of retrieved information items,clarifying problems encountered during interaction,and negotiating the dialogue strategy.

Effective information retrieval(IR)systems must,therefore,also devise methods and techniques for effective support of the human–computer interaction.The complexity of today,s information sys-tems and the retrieval task demands a shift from passive interfaces to active support of the interaction in all phases of a retrieval dialogue.Current day state-of-the-art retrieval systems do provide various user support facilities,e.g.,terminological support/thesauri,query construction aids,techniques for automatic query expansion,etc.,but these are usually treated as isolated extra-dialogic functions.In our work we emphasize the dynamic aspects of the entire information retrieval process modeling it as a collaborative human-computer dialogue and hence as“conversational information retrieval”(see, for example,Stein et al.,1997a).

In:ABIS'97.Proceedings5.GI-Workshop Adaptivit¨a t und Benutzermodellierung in interaktiven Softwaresys-temen,Saarbr¨u cken.SFB378(READY),Memo65,1997,pp.127-137.

Related research to our work mainly stems from the?elds of intelligent multimedia informa-tion retrieval(see Ruthven,1996and Maybury,1997for recent collections)and intelligent human-computer collaboration(see Terveen,1995for a detailed review),and in particular,from AI-oriented approaches to collaborative activity/planning,discourse modeling/planning,and adaptive user https://www.doczj.com/doc/9711372592.html,putational models of collaborative discourse or dialogue have mostly been developed for natural language applications,such as text planning systems for advisory dialogues(e.g.,Moore and Paris,1993),task-oriented dialogue systems(e.g.,Traum and Hinkelman,1992;Traum and Allen, 1994;Grote et al.,1997),and spoken language systems(see Maier et al.,1997for a recent collec-tion).Focusing on the agents,beliefs and goals,most of the dialogue models and systems presuppose well-de?ned planning tasks,e.g.,travel planning or scheduling meetings.On the other hand,most state-of-the-art(multimedia)retrieval systems do not employ elaborate dialogue models and dialogue planning techniques.Although there is“little crossover”between such approaches in IR and AI(see Saracevic et al.,1997for a discussion with respect to user modeling),we believe that methods from discourse modeling/planning and intelligent information retrieval can feasibly be combined in a con-versational retrieval system.

2Interaction in the MIRACLE System

M IRACLE(Multimedia Information RetrievAl of Concepts in a Logical Environment)allows content-based retrieval of multimedia information and is available on the World Wide Web.It is implemented in C,Smalltalk,and Prolog and runs on system V and BSD platforms.The system currently provides access to large experimental databases in the domain of art history(Dictionary of Art,DoA)and project information of the European Community(the CORDIS databases).

Integrating an intelligent dialogue component into M IRACLE,we can relate the isolated func-tions of the system to larger tasks and help users satisfy their information https://www.doczj.com/doc/9711372592.html,ers are actively supported throughout the entire interaction on various levels.The system consists of three active components that make use of a strati?ed knowledge base.The retrieval and indexing components of M IRACLE support users to solve domain problems,i.e.,specify their information needs and?nd appropriate query(re)formulations,whereas the dialogue component mainly assists users at the meta-dialogic and strategic levels.The Abductive Dialogue Component(ADC)introduced in the remainder of this paper collaborates with the users at the level of dialogue control and“interaction management”(Bunt,1996),i.e.,it interprets ambiguous dialogue control acts of the user and provides mechanisms for deciding when it is suitable to take the initiative/dialogue control or when to pass it to the user. Furthermore,the ADC is able to reason about and negotiate suitable problem-solving strategies(or dialogue strategies)with the user and adapting the system,s strategy/plan to the current dialogue situ-ation.

Abduction is the inference mechanism used to infer information needs and dialogue goals from observations of the actual user behavior.Generally speaking,abduction creates hypothetical expla-nations of an observation(here:an ambiguous user input)in light of a domain theory(here:the internally available knowledge bases).M IRACLE,s abductive retrieval engine deals with ambigu-ous queries,reformulating and expanding such queries according to the database,s semantic domain model(see Stein et al.,1997a for examples).The abductive dialogue component,on the other hand, resolves ambiguous dialogue control acts of the user exploiting the dialogue history.

In this paper we focus on the adaptive dialogue planning and introduce the retrieval aspects only brie?y with an illustrative example.For a more detailed discussion of the retrieval mechanism and the interaction of the retrieval engine with the dialogue component we refer to Stein et al.(1997a). Consider the following example:At some point of a session the user enters an ambiguous query

like“Search for architects in Glasgow who were concerned with churches(as kinds of works of art)”.The user does so by?lling in a query form,i.e.,in this case the slots profession,town,and subject(of work of art).Interpreting this input,the retrieval engine offers four query interpretations. These differ from one another mainly with respect to the interpretation of the query attributes town and subject(see Figure1),whereas profession is unambiguous in M IRACLE.Concerning the town attribute,for example,the system offers to either look for artists who were born in Glasgow or died there;as to subject(a free text?eld),the interpretations differ according to the search method that could be applied,i.e.,partial string matching versus probabilistic retrieval using the I NQUERY full text retrieval system(Callan et al.,1992)or M IRACLE,s own multimedia indexing component(M¨u ller and Kutschekmanesch,1996).

Figure1:Query interpretations in M IRACLE

Figure1shows the second query interpretation generated by the retrieval component.It is pre-sented to the user in natural language,currently,by simply paraphrasing the relevant internal rules in the form of a list(future versions of the system will use more elaborate text generation facilities and/or structured graphical presentations).Rules that apply to all of the four query interpretations appear in the upper part,and the lower area includes active rules for the currently shown interpretation(black

bullets)as well as non-active rules(light-colored bullets)that apply to the other interpretations and are hightlighted when these are shown.

Notice that the middle part of the screen is reserved for presentations of the current dialogue state(here:query interpretations)and includes the local interaction options available within this state (sliders,hyperlinks,etc.).Future dialogue options that the system“recommends”in a given state are presented below(here:search database/execute current query interpretation).They change according to the traversal of the current dialogue script used(see Section3.2and particularly Figure3).Dialogue control options appear as an icon bar on top of the screen;they are globally available in any state but the functions invoked depend on the current local dialogue situation and the dialogue history,as will be shown in the next sections.

In our example the user chooses one query reformulation,adds as a further restriction style Art Nouveau,and presses the“search DB”button to execute the modi?ed query interpretation.As the user,s last restriction is unambiguous,the system instantiates this query accessing the domain database.Now,while the system is searching and generating the graphical presentation of the result set,the user—surprisingly—hits the“withdraw”button.Obviously,this dialogue control act is quite ambiguous,since the system is in no position to know what the user actually wants to withdraw(e.g., the last attribute restriction or her choice of query interpretation)and what to do next.Hence,the dialogue manager inspects the dialogue model and the dialogue history constructed so far to interpret the user,s intention and negotiate the further direction of the dialogue.How this is done making use of the dialogue knowledge bases will be explained in some detail in Section4after an introduction of the theoretical dialogue model in the next section.

3Two-Tiered Dialogue Model

To achieve a good combination of user guidance and interaction?exibility,our dialogue system relies on a comprehensive two-tiered model of dialogue.Dialogue scripts implement goal-directed informa-tion seeking strategies and decide who is in charge of the interaction and what are the recommended user acts for the current strategy.A general model of mixed-initiative dialogue,the Conversational Roles(COR)model,describes all of the communicative acts and moves available at any state of an in-formation seeking exchange—including control acts not contained in the scripts.Thus,the user may overrule the recommendations made in the current script.Monitoring the interaction between user and system and exploiting the dialogue history(or user model,cf.Stein et al.,1997b),the abductive dialogue component can recognize and interpret such deviations from the script.The system takes the initiative back and presents suggestions about what the user could do in this situation.

3.1Flexible Interaction Options

The COR model(cf.Sitter and Stein,1996)de?nes about14types of communicative acts/moves(see Figure2)that occur in cooperative information seeking interactions and describes potential dialogue options for the two participants based on general conversational rules and role https://www.doczj.com/doc/9711372592.html,r-mation seeker and information provider either commit themselves to do some action(e.g.,offer or promise to search and provide information)or they perform a directive act(e.g.,request for action or information)—mutually expecting that pending commitments made are met or retracted(withdrawn or rejected)in a cooperative way.

Figure2:The COR dialogue network

The basic units of the dialogue are atomic acts,i.e.,the actual graphical or linguistic contributions of the participants.They are categorized according to their main purpose(illocutionary point).A di-alogue act is the nuclear element of a superordinated complex move(e.g.,an offer in the offer move). Moves may recursively contain other optional transitions(e.g.,other moves and(sub)dialogues)and even the entire move may be omitted in certain situations(for details on the move networks see Sit-ter and Stein,1996;Stein et al.,1997a).The COR model of the entire dialogue is represented as a recursive transition network(Figure2),which consists of dialogue states and transitions between the states,i.e.,the moves.Note that in retrieval dialogues the moves request,offer,and inform have a forward directed task-oriented function,since they change the semantic context of the emerging dialogue.The other moves have“dialogue control functions”(Bunt,1996)giving,for example,posi-tive or negative https://www.doczj.com/doc/9711372592.html,ing the COR model,we can represent the interrelations between moves and acts in a complexly structured dialogue history.As all potential interaction options in any state are also accounted for,we can describe?exible interaction patterns occuring in information seeking dialogues.

3.2Global Dialogue Structures

To decide which of the possible dialogue options and“paths”in a dialogue should be preferred in a particular dialogue context we employ a battery of dialogue scripts which provide the necessary user guidance.Dialogue scripts are executable representations of distinguished information seeking

strategies(cf.Belkin et al.,1995).They describe particular sequences of dialogue acts/steps that are recommended to ful?ll a speci?c task(see Figure3).

Figure3:Structure of two sample scripts

A dialogue script describes all possible system actions and all recommended user actions at the various stages of the retrieval dialogue.We use a recursive transition network formalism with precon-ditions and postconditions to represent scripts,and the transitions contain references to COR dialogue acts.The preconditions decide when an act is available,whereas the postconditions ensure that the necessary actions are executed by the system.

Figure3displays two sample scripts:S1is the standard script used to govern retrieval interactions in the M IRACLE system,whereas S2is a script used by the abductive dialogue component to structure special types of meta-dialogues.In the small sample dialogue given in Section2these two scripts were instantiated one after the other to guide the interaction.The user?rst posts a query,which is then analyzed by the system.S1displays the optional dialogue steps in this situation:If different query interpretations can be presented,the system initiates a subdialogue asking the user to choose the correct one(transitions2and3);if there is no interpretation of the query,the system rejects the execution of the query and then initiates a new dialogue cycle offering a list of options of what can be

done in this situation.After the system has generated its query interpretation(s)the user may either select one of these interpretations to be executed,i.e.,searching the underlying database(4),or choose to modify the query form(8).If(4)is preferred by the user,the system presents the data retrieved from the database and tells the user what can be done next,and so on.Script S2is triggered when the user has entered an ambiguous dialogue control act that is not contained in the current script(S1in our example).The system presents possible interpretations of this act(withdraw in our example)in terms of concrete actions that the user may do next.

4Planning and Adapting the Dialogue

At the beginning of a dialogue,the dialogue maneger initializes the COR model and a selected script. As the dialogue develops,transitions in the script are?red,and their associated COR acts are used to change the state of the COR model.By collecting all possible transitions leading out from the active state of the script,the dialogue manager can present a list of recommended dialogue acts to the user. The COR model describes the general conversational state of the dialogue and gradually builds up a structured history of dialogue acts performed by system and user.As long as the user follows the recommendations,the transitions in the script decide who has the next turn.

However,the user is not forced to choose among the acts included in the script.She can suspend the script and take the initiative herself by selecting a dialogue control act from the COR model.Since these acts are not directly concerned with the retrieval task,they have to be interpreted in light of the dialogue context.The withdraw acts in the COR model,for example,are not included in any script, but can be selected by the user to change or cancel previous acts.Acts not included in the script are referred to as unexpected acts and are analyzed by the dialogue component using abduction and the dialogue history.

4.1Dialogue Knowledge Sources

The task of an abductive system is to?nd potential facts(forming a hypothesis)that would explain a given observation.If the hypothesis is true,it logically implies the observation.A domain theory de?nes the concepts found in the observation and establishes logical relationships with other concepts. Concepts that are not de?ned by the theory are referred to as abducibles,and these can be included in the hypothesis explaining the observation.

The observation to be explained by the abductive dialogue component(ADC)is the unexpected act of the user.The domain theory consists of dialogue control rules(see Figure4).In order to offer the user a simple,but general set of dialogue options of how to continue,these options are to be interpreted in a particular context.Here,the context is the dialogue history,and the dialogue control rules map from concrete system actions and properties of the dialogue history to generic COR acts like withdraw and quit.When he user performs an unexpected act,the ADC generates a hypothesis that together with the history and the dialogue control rules imply the unexpected act:

History Dialogue control rules Hypothesis Unexpected act The hypothesis is a set of concrete actions that—if the user really wanted to do these actions—explains why the user chose that particular unexpected act in this context.In most cases,there are

(1)request(X,Y,Z,W) ∧ change_act(request(X,Y,Z,W)) → withdraw(request(X,Y,Z,_))

If the user has posted a request and would like to change the request, she hits withdraw.

(2)suspend_script ∧ no_results → withdraw(request(u,s,r,_))

If the user wants to suspend the script and has no results, she withdraws her request.

(3)redo(X) → change_act(X)

If the user redoes an act, she changes the original act.

(4)extend(request(X,Y,Z,query(Q))) → change_act(X,Y,Z,query(Q)))

If the user extends a previous query, she changes the original query.

(5)? inform(X,Y,Z,interpretation(_,_)) ∧? inform(X,Y,Z,result(_)) → no_results

If no interpretations of queries or database items have been presented, there are no results.

Figure4:Some dialogue control rules

several hypotheses that imply the unexpected act from the user.Each hypothesis forms an interpre-tation of the act(cf.Hobbs et al.,1993),and the user has to decide afterwards which one she?nds closest to her intentions.

Figure4shows dialogue control rules that are relevant to our example.As seen in rules(1)and(2) in Figure4,for example,a withdraw act can be interpreted as a withdrawal of the previous query or as discontentment with the active script.The abducibles here are concrete actions that might have been intended when the user submitted the COR withdraw act(in Figure4the predicates redo/1,extend/1 and no results/1are abducibles).

4.2Abductive Inference Process:An Example

Script S1(Figure3)is used to structure the interaction for retrieving information items from the database.The user enters a query and the system tries to map the query terms onto the structures of the underlying domain database.Consider a situation like in our example above,where the user realizes at some point that she has made a mistake(e.g.,entered a wrong search term)and hits the “withdraw”button.There is,of course,no such thing as a recommended withdraw act in any of the scripts.Such acts are provided by the general COR model(and presented as interface buttons on the M IRACLE screen)in order to allow the user to get out of the guidance offered by script S1.

For simplicity,let us assume that the user hits“withdraw”immediately after having submitted the?rst query.In this case the dialogue history only contains the query,i.e.,the user,s request for information:request(u,s,r,query())(the content of the query/1predicate is not shown here). The following withdraw(request(u,s,r,query()))is the unexpected user act,which is analyzed by the abduction engine.The dialogue component uses the dialogue control rules(see Figure4above)in the reverse direction to?nd a possible proof for the user,s“withdraw”.A proof tree is complete when all concepts that are not deduced,are either abducibles or con?rmed by the dialogue history. In our simple example three proof trees are constructed(see Figure5)and the system presents the corresponding interpretations to the user in natural language,e.g.,“Do you want to(a)extend or

modify your previous query,(b)?ll out a completely new query,or(c)forget your previous query and start a new session?”.

Figure5:Three interpretations of the“withdraw”act

Presenting the interpretations and asking the user which interpretation she intended,script S2is instantiated to negotiate about the direction of the subsequent dialogue.Depending on the user,s choice of interpretation,the system either goes back to the appropriate step in the retrieval script S1(presenting the old query for modi?cation or a new query form)or the system initiates a new (meta-)dialogue to negotiate for a new strategy and script.

Other dialogues that are more complex than our simple example are treated basically in the same way,but additional mechanisms are needed to deal with very complex dialogue histories.In a longer retrieval session,for example,there might be several interconnected(sub)queries and result sets; hence,the system has to reason about what to do with these queries and results.Additionally,not all of the acts in a large history are necessarily relevant for the interpretation of later unexpected acts. The ADC has to provide mechanisms that can deal with these problems,e.g.,deciding what should be stored in the dialogue history for later use and what can be neglected for the dialogue planning. However,we are con?dent that the ADC can handle complex retrieval dialogues as well due to the ?rm logical system employed.

5Conclusions

We have presented the dialogue component of an intelligent information retrieval system,that creates assumptions about the user through discourse and makes use of these assumptions to plan and adapt the subsequent interaction.Based on a comprehensive dialogue model,the dialogue component dy-namically constructs a complex history that represents the intentional and attentional structure of the discourse.The dialogue system uses abuctive reasoning in order to interpret unexpected or ambigu-ous user acts in light of the dialogue history and the current context.Based on these interpretations it offers the user a set of suitable options of how to continue the dialogue and—depending on the user,s choice—adapts or modi?es the subsequent dialogue plan.

Future work includes the extension of the dialogue control rules used by the abductive dialogue component(ADC)in order to cover more speci?c dialogue situations and to be able to deal with more complex dialogue histories than at the time being.As this heavily depends on the functionality of the retrieval system as a whole,the interaction between the ADC and the retrieval component has to be improved as well as the user interface to account for more?exible retrieval dialogues. References

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