Abstract
Mining the latent intentions from large volumes of natural language inputs is a key step to help data analysts design and refine Intelligent Virtual Assistants (IVAs) for customer service. To aid data analysts in this task we present Verint Intent Manager (VIM), an analysis platform that combines unsupervised and semi-supervised approaches to help analysts quickly surface and organize relevant user intentions from conversational texts. For the initial exploration of data we make use of a novel unsupervised and semi-supervised pipeline that integrates the fine-tuning of high performing language models, a distributed k-NN graph building method and community detection techniques for mining the intentions and topics from texts. The fine-tuning step is necessary because pre-trained language models cannot encode texts to efficiently surface particular clustering structures when the target texts are from an unseen domain or the clustering task is not topic detection. For flexibility we deploy two clustering approaches: where the number of clusters must be specified and where the number of clusters is detected automatically with comparable clustering quality but at the expense of additional computation time. We describe the application and deployment and demonstrate its performance using BERT on three text mining tasks. Our experiments show that BERT begins to produce better task-aware representations using a labeled subset as small as 0.5% of the task data. The clustering quality exceeds the state-of-the-art results when BERT is fine-tuned with labeled subsets of only 2.5% of the task data. As deployed in the VIM application, this flexible clustering pipeline produces high quality results, improving the performance of data analysts and reducing the time it takes to surface intentions from customer service data, thereby reducing the time it takes to build and deploy IVAs in new domains.
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URL
https://arxiv.org/abs/2202.00802
