{"about":{"site":"https://codewithpapers.app","non_affiliation":"Code with Papers and Syntology are not affiliated with, endorsed by, or sponsored by Papers with Code, Meta, or the pwc-archive mirror.","licence":"CC BY-SA 4.0","licence_url":"https://creativecommons.org/licenses/by-sa/4.0/legalcode","attribution":"https://codewithpapers.app/attribution","modified":"archive material modified by Syntology; see the attribution page"},"url":"/paper/rsvp-customer-intent-detection-via-agent","title":"RSVP: Customer Intent Detection via Agent Response Contrastive and Generative Pre-Training","arxiv_id":"2310.09773","date":"2023-10-15","proceeding":null,"authors":["Yu-Chien Tang","Wei-Yao Wang","An-Zi Yen","Wen-Chih Peng"],"abstract":"The dialogue systems in customer services have been developed with neural models to provide users with precise answers and round-the-clock support in task-oriented conversations by detecting customer intents based on their utterances. Existing intent detection approaches have highly relied on adaptively pre-training language models with large-scale datasets, yet the predominant cost of data collection may hinder their superiority. In addition, they neglect the information within the conversational responses of the agents, which have a lower collection cost, but are significant to customer intent as agents must tailor their replies based on the customers' intent. In this paper, we propose RSVP, a self-supervised framework dedicated to task-oriented dialogues, which utilizes agent responses for pre-training in a two-stage manner. Specifically, we introduce two pre-training tasks to incorporate the relations of utterance-response pairs: 1) Response Retrieval by selecting a correct response from a batch of candidates, and 2) Response Generation by mimicking agents to generate the response to a given utterance. Our benchmark results for two real-world customer service datasets show that RSVP significantly outperforms the state-of-the-art baselines by 4.95% for accuracy, 3.4% for MRR@3, and 2.75% for MRR@5 on average. Extensive case studies are investigated to show the validity of incorporating agent responses into the pre-training stage.","url_abs":"https://arxiv.org/abs/2310.09773v1","url_pdf":"https://arxiv.org/pdf/2310.09773v1.pdf","source":{"archive":"pwc-archive (Hugging Face), CC BY-SA 4.0","snapshot":"2025-07-28","licence_url":"https://creativecommons.org/licenses/by-sa/4.0/legalcode","row_kind":"abstracts"},"code_links":[{"paper_slug":"rsvp-customer-intent-detection-via-agent","repo_url":"https://github.com/tommytyc/rsvp","is_official":1,"mentioned_in_paper":1,"mentioned_in_github":0,"framework":"pytorch","reach":{"status":"ok","spdx":"MIT"}}],"tasks":[{"task_slug":"intent-detection","task_name":"Intent Detection"},{"task_slug":"response-generation","task_name":"Response Generation"}],"methods":[{"method_slug":null,"method_name":null}],"datasets_introduced":[],"methods_introduced":[],"results":[],"syntology":{"atlas_url":null,"mcp":null,"developers":"https://syntology.ai/developers"},"arxiv_metadata":null,"syntology_extracted_results":null}