Goal-driven persuasive dialogue, exemplified by applications like telemarketing, requires sophisticated multi-turn planning and strict factual faithfulness, which remains a significant challenge for even state-of-the-art Large Language Models (LLMs). A lack of task-specific data often limits previous works, and direct LLM application suffers from strategic brittleness and factual hallucination. In this paper, we first construct and release TeleSalesCorpus, the first real-world-grounded dialogue dataset for this domain. We then propose AI-Salesman, a novel framework featuring a dual-stage architecture. For the training stage, we design a Bayesian-supervised reinforcement learning algorithm that learns robust sales strategies from noisy dialogues. For the inference stage, we introduce the Dynamic Outline-Guided Agent (DOGA), which leverages a pre-built script library to provide dynamic, turn-by-turn strategic guidance. Moreover, we design a comprehensive evaluation framework that combines fine-grained metrics for key sales skills with the LLM-as-a-Judge paradigm. Experimental results demonstrate that our proposed AI-Salesman significantly outperforms baseline models in both automatic metrics and comprehensive human evaluations, showcasing its effectiveness in complex persuasive scenarios.

Chunlei Xin, Shuheng Zhou, Huijia Zhu, Weiqiang Wang, Xuanang Chen, Xinyan Guan, Yaojie Lu, Hongyu Lin, Xianpei Han, Le Sun. Proceedings of the 63rd Annual Meeting of the Association for Computational Linguistics (Volume 1: Long Papers). 2025.

Open-Domain Question Answering (ODQA) systems often struggle with the quality of retrieved passages, which may contain conflicting information and be misaligned with the reader’s needs. Existing retrieval methods aim to gather relevant passages but often fail to prioritize consistent and useful information for the reader. In this paper, we introduce a novel Reader-Centered Passage Selection (R-CPS) method, which enhances the performance of the retrieve-then-read pipeline by re-ranking and clustering passages from the reader’s perspective. Our method re-ranks passages based on the reader’s prediction probability distribution and clusters passages according to the predicted answers, prioritizing more useful and relevant passages to the top and reducing inconsistent information. Experiments on ODQA datasets demonstrate the effectiveness of our approach in improving the quality of evidence passages under zero-shot settings.

Low-Rank Adaptation (LoRA) is a widespread parameter-efficient fine-tuning algorithm for large-scale language models. It has been commonly accepted that LoRA mostly achieves promising results in single-task, low-resource settings, and struggles to handle multi-task instruction tuning scenarios. In this paper, we conduct a systematic study of LoRA on diverse tasks and rich resources with different learning capacities, examining its performance on seen tasks during training and its cross-task generalization on unseen tasks. Our findings challenge the prevalent assumption that the limited learning capacity will inevitably result in performance decline. In fact, our study reveals that when configured with an appropriate rank, LoRA can achieve remarkable performance in high-resource and multi-task scenarios, even comparable to that achieved through full fine-tuning. It turns out that the constrained learning capacity encourages LoRA to prioritize conforming to instruction requirements rather than memorizing specialized features of particular tasks or instances. This study reveals the underlying connection between learning capacity and generalization capabilities for robust parameter-efficient fine-tuning, highlighting a promising direction for the broader application of LoRA across various tasks and settings.

Dialogue rewriting aims to transform multi-turn, context-dependent dialogues into well-formed, context-independent text for most NLP systems. Previous dialogue rewriting benchmarks and systems assume a fluent and informative utterance to rewrite. Unfortunately, dialogue utterances from real-world systems are frequently noisy and with various kinds of errors that can make them almost uninformative. In this paper, we first present Real-world Dialogue Rewriting Corpus (RealDia), a new benchmark to evaluate how well current dialogue rewriting systems can deal with real-world noisy and uninformative dialogue utterances. RealDia contains annotated multi-turn dialogues from real scenes with ASR errors, spelling errors, redundancies and other noises that are ignored by previous dialogue rewriting benchmarks. We show that previous dialogue rewriting approaches are neither effective nor data-efficient to resolve RealDia. Then this paper presents Skeleton-Guided Rewriter (SGR), which can resolve the task of dialogue rewriting via a skeleton-guided generation paradigm. Experiments show that RealDia is a much more challenging benchmark for real-world dialogue rewriting, and SGR can effectively resolve the task and outperform previous approaches by a large margin.

Shan Wu, Chunlei Xin, Hongyu Lin, Xianpei Han, Cao Liu, Jiansong Chen, Fan Yang, Guanglu Wan, Le Sun. Proceedings of the 61st Annual Meeting of the Association for Computational Linguistics (Volume 1: Long Papers). 2023.

Since the meaning representations are detailed and accurate annotations which express finegrained sequence-level semtantics, it is usually hard to train discriminative semantic parsers via Maximum Likelihood Estimation (MLE) in an autoregressive fashion.In this paper, we propose a semantic-aware contrastive learning algorithm, which can learn to distinguish fine-grained meaning representations and take the overall sequence-level semantic into consideration.Specifically, a multilevel online sampling algorithm is proposed to sample confusing and diverse instances.Three semantic-aware similarity functions are designed to accurately measure the distance between meaning representations as a whole.And a ranked contrastive loss is proposed to pull the representations of the semanticidentical instances together and push negative instances away.Experiments on two standard datasets show that our approach achieves significant improvements over MLE baselines and gets state-of-the-art performances by simply applying semantic-aware contrastive learning on a vanilla SEQ2SEQ model.

Dialogue understanding has always been a bottleneck for many conversational tasks, such as dialogue response generation and conversational question answering. To expedite the progress in this area, we introduce the task of conversational aspect sentiment analysis (CASA) that can provide useful fine-grained sentiment information for dialogue understanding and planning. Overall, this task extends the standard aspect-based sentiment analysis to the conversational scenario with several major adaptations. To aid the training and evaluation of data-driven methods, we annotate 3,000 chit-chat dialogues (27,198 sentences) with fine-grained sentiment information, including all sentiment expressions, their polarities and the corresponding target mentions. We also annotate an out-of-domain test set of 200 dialogues for robustness evaluation. Besides, we develop multiple baselines based on either pretrained BERT or self-attention for preliminary study. Experimental results show that our BERT-based model has strong performances for both in-domain and out-of-domain datasets, and thorough analysis indicates several potential directions for further improvements.

Shan Wu, Bo Chen, Chunlei Xin, Xianpei Han, Le Sun, Weipeng Zhang, Jiansong Chen, Fan Yang, Xunliang Cai. Proceedings of the 59th Annual Meeting of the Association for Computational Linguistics and the 11th International Joint Conference on Natural Language Processing (Volume 1: Long Papers). 2021.