MultiWOZ 2.1: A Consolidated Multi-Domain Dialogue Dataset with State Corrections and State Tracking Baselines

MultiWOZ 2.1: A Consolidated Multi-Domain Dialogue Dataset with State Corrections and State Tracking Baselines

Abstract

MultiWOZ 2.0 [2] is a recently released multi-domain dialogue dataset spanning 7 distinct domains and containing over 10,000 dialogues. Though immensely useful and one of the largest resources of its kind to-date, MultiWOZ 2.0 has a few shortcomings. Firstly, there is substantial noise in the dialogue state annotations and dialogue utterances which negatively impact the performance of state-tracking models. Secondly, follow-up work [8] has augmented the original dataset with user dialogue acts. This leads to multiple co-existent versions of the same dataset with minor modifications. In this work we tackle the aforementioned issues by introducing MultiWOZ 2.1. To fix the noisy state annotations, we use crowdsourced workers to re-annotate state and utterances based on the original utterances in the dataset. This correction process results in changes to over 32% of state annotations across 40% of the dialogue turns. In addition, we fix 146 dialogue utterances by canonicalizing slot values in the utterances to the values in the dataset ontology. To address the second problem, we combined the contributions of the follow-up works into MultiWOZ 2.1. Hence, our dataset also includes user dialogue acts as well as multiple slot descriptions per dialogue state slot. We then benchmark a number of state-of-the-art dialogue state tracking models on the MultiWOZ 2.1 dataset and show the joint state tracking performance on the corrected state annotations. We are publicly releasing MultiWOZ 2.1 to the community, hoping that this dataset resource will allow for more effective models across various dialogue subproblems to be built in the future.

\Keywordsstate tracking, dialogue, multi-domain, dialogue act, end-to-end, conversational

\name

Mihail Eric, Rahul Goel, Shachi Paul
Abhishek Sethi, Anuj Kumar Goyal, Peter Ku
Sanchit Agarwal, Shuyang Gao, Dilek Hakkani-Tür \address Authors Contributed Equally.
mihaeric@amazon.com, goelrahul@google.com, shachipaul@google.com
{abhsethi, anujgoya, kupeter, agsanchi, shuyag, hakkanit}@amazon.com

\maketitleabstract

1 Introduction

In task-oriented conversational systems, dialogue state tracking refers to the problem of estimating a user’s goals and requests at each turn of a dialogue. The state is typically defined by the underlying ontology of the domains represented in a dialogue, and a system’s job is to learn accurate distributions for the values of certain domain-specific slots in the ontology. There have been a number of public datasets and challenges released to assist in building effective dialogue state tracking modules  [14, 6, 13].

One of the largest resources of its kind is the MultiWOZ 2.0 dataset, which spans 7 distinct task-oriented domains including hotel, taxi, and restaurant booking among others  [2]. This dataset has been a unique resource, in terms of its multi-domain interactions as well as slot value transfers between these domains, and has quickly attracted researchers for dialogue state tracking [9, 5, 15] and dialogue policy learning [16].

Though the original MultiWOZ 2.0 dataset comes with fine-grained dialogue state annotations for all the domains at the turn-level, in practice we have found substantial noise in the annotations of dialogue state values. While some amount of noise in annotations cannot be avoided, it is desirable to have clean data so the error patterns in various models can be attributed to model mistakes rather than the data.

To this end, we re-annotated states in the MultiWOZ 2.0 dataset with a different set of interannotators. We specifically accounted for 4 kinds of common mistakes in MultiWOZ 2.0, detailed in Section 2.1 In addition, we also corrected spelling errors and canonicalized entity names as detailed in Section 2.3

Recently there have been a number of extensions to the original MultiWOZ 2.0 dataset that have added additional annotations such as user dialogue act information [8]. We added this information to our version of the dataset so that it has both system and user dialogue acts. Additionally, we added slot-descriptions for all the dialogue state slots present in the dataset, motivated by recent work on low-resource and zero-shot natural language understanding tasks [1, 12, 10].

Post-correction, we ran state-of-the-art dialogue state tracking models on the corrected data to provide competitive baselines for this new dataset. With this work, we release the corrected and consolidated MultiWOZ 2.0 which we call MultiWOZ 2.1, as well as baselines consisting of state-of-the-art dialogue state tracking techniques on this new data.

In Section 2 we provide details for the data correction process and provide examples and statistics on the corrections. We then detail the slot descriptions we added in Section 3 In Section 4, we provide the dialogue act statistics for the user dialogue acts included in our dataset. We detail our baseline models in Section 5 We discuss the performance on this new dataset in Section 6

# Values Previous Value New Value
6279 none dontcare
2011 none yes
1159 none hotel
1049 dontcare none
920 none centre
Table 1: Top 5 slot value changes (all data) between MultiWOZ 2.1 and MultiWOZ 2.0 by frequency count
Slot Name 2.0 2.1
taxi-leaveAt 119 108
taxi-destination 277 252
taxi-departure 261 254
taxi-arriveBy 101 97
restaurant-people 9 9
restaurant-day 10 10
restaurant-time 61 72
restaurant-food 104 109
restaurant-pricerange 11 5
restaurant-name 183 190
restaurant-area 19 7
bus-people 1 1
bus-leaveAt 2 1
bus-destination 5 4
bus-day 2 1
bus-arriveBy 1 1
bus-departure 2 1
hospital-department 52 48
hotel-people 11 8
hotel-day 11 13
hotel-stay 10 10
hotel-name 89 89
hotel-area 24 7
hotel-parking 8 4
hotel-pricerange 9 8
hotel-stars 13 9
hotel-internet 8 4
hotel-type 18 5
attraction-type 37 33
attraction-name 137 164
attraction-area 16 7
train-people 14 12
train-leaveAt 134 203
train-destination 29 27
train-day 11 8
train-arriveBy 107 157
train-departure 35 31
Table 2: Comparison of slot value vocabulary sizes (training set) between MultiWOZ 2.0 and MultiWOZ 2.1. Note that the vocabulary sizes reduced drastically for most slots (except train-arriveby and train-leaveat) due to the data cleaning and canonicalization.

2 Dataset Corrections

Type Conversation MultiWOZ 2.0 MultiWOZ 2.1
Delayed User: I’d also like to try a Turkish
Markups restaurant. Is that possible? restaurant.food: None restaurant.food: Turkish
Agent: I’m sorry but the only
restaurants in that part of town serve
either Asian food or African food.
User: I don’t mind changing the area.
I just need moderate pricing and
want something that serves Turkish food. restaurant.food: Turkish restaurant.food:Turkish
Multi User: Can you tell me more about hotel.name: The Cambridge Belfry hotel.name: The Cambridge Belfry
-annotations Cambridge Belfry attraction.name: belf attraction.name: None
Mis User: Yes, I need to leave on
-annotations Thursday and am departing train.leaveAt: Thursday train.leaveAt: None
from London Liverpool Street. train.day: Not Mentioned train.day: Thursday
Typos Although, I could use some help finding
an attraction in the centre of town. attraction.area: cent attraction.area: Centre
Forgotten User: No particular price range, but
values I do need a restaurant that is available
to book 7 people on Friday at 19:15. restaurant.pricerange: None restaurant.pricerange: Dontcare
Value Cano- User: I think you should try
nicalization again. Cambridge to Bishop
Stafford on Thursday. train.destination: Bishop Stortford train.destination: Bishops Stortford
Table 3: Examples of annotation errors between MultiWOZ 2.0 and 2.1

The original MultiWOZ 2.0 dataset was collected using a Wizard-of-OZ setup [7] whereby conversations were conducted between two crowdworkers, one playing the role of the Wizard and the other playing the User. The User was provided with a goal (for e.g. ‘book a hotel and a taxi to the hotel’) and interacted with the Wizard with a text-based chat interface to achieve his goal. In the course of a conversation, the Wizard had access to a graphical-user-interface connected to a backend database, and they were expected to annotate state information in user utterances using both drop-down menus and free-form text inputs. The use of free-form text inputs made it so that the values annotated by the Wizard were not guaranteed to be consistent with the underlying database ontology. This, combined with mistakes made by the crowd-workers resulted in several types of annotation mistakes which we outline below.

Correction Type % of Slot Values
no change 98.16%
none value 1.23%
valueA valueB 0.44%
value none 0.17%
value dontcare 0.23%
Table 4: Percentage of values of slots changed in MultiWOZ 2.1 vs. MultiWOZ 2.0

2.1 Dialogue State Error Types

The most common errors types in the original dialogue state annotations include the following:

  • Delayed markups. These refer to slot values that were annotated one or more turns after the value appeared in the user utterances. Row 1 of Table 3 shows this case where the “Turkish” value appears one turn late in the MultiWOZ 2.0 dialogue.

  • Multi-annotations. The same value is annotated as belonging to multiple slots, usually one of these is correct and the other one is spurious. Row 2 of Table 3 shows such a case where “belf” is spurious.

  • Mis-annotations. The value is annotated as belonging to a wrong slot type. In row 3 of Table 3 we can see a case where “Thursday” appears in a wrong slot.

  • Typos. The value is annotated, but it includes a typo or is not canonicalized. Row 4 of Table 3 exhibits such a case with “centre” misspelled.

  • Forgotten values. The slot value never occurs in the dialogue state, even though it was mentioned by the user. Row 5 of Table 3 is an example where “dontcare” is never seen in the data.

2.2 Dialogue State Corrections

Our corrections were of two types: manual corrections and automated corrections. Manual corrections involved asking annotators to go over each dialogue turn-by-turn and correcting mistakes detected in the original annotations. During this step, we noticed that sometimes the dialogue state could include multiple values, and hence we annotated them as such. Table 5 includes examples of these cases. MultiWOZ 2.1 has over 250 such multi-value slot values.

After the first manual pass of annotation correction, we wrote scripts to canonicalize slot values for lookup in the domain databases provided as part of the corpus. Row 6 of Table 3 shows one such example. We also present some of the most frequent corrections for state values in Table 1. Table 4 presents statistics on the types of corrections made.

Due to our canonicalization and reannotation, the vocabulary sizes of many of the slots decreased significantly (Table 2) except 2 slots - “train-leaveAt” and “train-arriveBy”. For these slots we noticed that there were times missing in the dialogue states (such as “20:07”) which our annotations additionally introduced. We also canonicalized all times in the 24:00 format.

Agent: I have two restaurants. They
are Pizza Hut Cherry Hinton and
Restaurant Alimentum.
User: What type of food do each
of them serve?
restaurant.name: Pizza Hut Cherry Hinton,
Restaurant Alimentum
User: I would like to visit a museum
or a nice nightclub in the north.
attraction.type: museum, nightclub
User: I would also like a reservation
at a Jamaican restaurant in that area
for seven people at 12:45, if there
is none Chinese would also be good.
restaurant.food: Jamaican (preferred), Chinese
User: I would prefer one in the cheap
range, a moderately priced one is
fine if a cheap one isn’t there.
restaurant.pricerange: cheap (preferred), moderate
Table 5: Example dialogue sections with multi-value slots in their states.

2.3 Dialogue Utterance Corrections

It is often the case when building dialogue state systems that the target slot values are mentioned verbatim in the dialogue history. Many copy-based dialogue state tracking models heavily rely on this assumption [4]. In these situations, it is crucial that the slot values are represented correctly within the user and system utterances. However, because dialogue datasets are often collected via crowdsourced platforms where workers are asked to provide utterances via free-form text inputs, these slot values within the utterances may be misspelled or they may not be consistent with the true values from the ontology.

To detect potential error cases within the utterances, for every single dialogue turn, we computed the terms that have Levenshtein distance less than 3 from the slot values annotated for that turn. We then performed string matching for these terms within the turn, forming a set of error candidates. This created a candidate set of 225 potential errors which we then manually inspected to filter out those candidates which were false positives, leaving a collection of 67 verified errors. We then programmatically scanned the entire dataset applying corrections to the verified errors, changing 146 total utterances.

As an example of a corrected utterance: “I’m leaving from camgridge and county folk museum.” was changed to “I’m leaving from cambridge and county folk museum.” Without such a correction, it would be very difficult for a span-based copy mechanism to correctly identify the slot value ”cambridge and county folk museum” in its original form.

3 Slot Description

Recent works in low-resource cross-domain natural language understanding [1, 12, 10] have developed alternative techniques for building domain-specific modules without the need for many labeled or unlabeled examples. In the case of slot-filling and dialogue state tracking systems, these works have shown that new domains can be bootstrapped using only slot descriptions via learned latent semantic representations. These are very promising techniques as they allow systems to scale to new schemas and ontologies without extensive data annotation.

To help encourage further research in these techniques, we had two annotators each add at least one natural language description for each slot in MultiWOZ 2.0. Models that use these more detailed descriptions of slot semantics may be able to achieve increased accuracy, especially in domains with little or no data and cases where the slot names alone aren’t very meaningful or precise. This setting may be representative of real-world applications, and this data enables experimentation with zero or few-shot methods. Examples of our slot descriptions are presented in Table  7.

System Dialogue Act Frequency
Train-OfferBook 3032
Restaurant-Inform 8066
Hotel-Request 3213
general-reqmore 13769
Booking-Book 5253
Restaurant-NoOffer 1452
Hotel-NoOffer 914
Hotel-Inform 8222
Booking-NoBook 1313
Restaurant-Request 3079
Hotel-Select 1005
Restaurant-Recommend 1495
Attraction-NoOffer 490
Hotel-Recommend 1501
Hospital-Request 78
Restaurant-Select 917
Attraction-Select 438
Booking-Request 2708
Train-Inform 7203
Train-OfferBooked 2308
general-bye 9105
Taxi-Request 1613
Attraction-Recommend 1451
Train-Request 5520
general-greet 2021
general-welcome 4785
Taxi-Inform 2087
Booking-Inform 5701
Attraction-Request 1640
Attraction-Inform 6973
Train-NoOffer 117
Police-Inform 434
Hospital-Inform 515
Train-Select 389
Table 6: System dialogue act statistics.
Slot Description
attraction-type type of the attraction place;
type of attraction or point of interest
hotel-name name of the hotel;
what is the name of the hotel
Table 7: Example of slot descriptions. These were collected manually for all the slots present in MultiWOZ 2.1
User Dialogue Act Frequency
Attraction-Inform 5025
Restaurant-Request 2750
general-bye 1097
general-thank 10493
Restaurant-Inform 12784
Hotel-Request 2229
Police-Request 179
Police-Inform 175
Hospital-Request 259
Train-Request 2588
general-greet 120
Taxi-Inform 3269
Taxi-Request 426
Hotel-Inform 12876
Hospital-Inform 330
Train-Inform 11154
Attraction-Request 3709
Table 8: User dialogue act statistics. These were generated automatically using heuristics.

4 Dialogue act annotation

MultiWOZ 2.0 has annotations for the system dialogue acts but lacks annotation for the user utterances in the dialogue. [8] released a version of the dataset with additional annotations for user dialogue acts. They performed this annotation automatically using heuristics that track the dialogue state, user goal, user utterance, system response and system dialogue act. We used their annotation pipeline to annotate our dataset with dialogue acts. Table  8 and  6 list the statistics of user and system dialogue acts present in the dataset, respectively.

5 Baseline Models

Within dialogue state tracking, there are two primary classes of models: and . In models, the state tracking mechanism operates on a predefined ontology of possible slot values, usually defined to be the values seen in the training and validation data splits. These models benefit from being able to fluidly predict values that aren’t present in a given dialogue history but suffer from the rigidity of having to define the potentially large slot value list per domain during the model training phase. By contrast models are able to flexibly extract slot values from a dialogue history but struggle to predict slot values that have not been seen in the history.

In order to benchmark performance on our updated dataset, we provide joint dialogue state accuracies for a number of and models which are reported in Table 4. For the models, the dialogue history up to turn is defined as , where and are the user and system utterances at turn respectively. Note that this history also includes the user utterance.

The Flat Joint State Tracker refers to a bidirectional LSTM network that encodes the full dialogue history and then applies a separate feedforward network to the encoded hidden state for every single state slot. In practice this amounts to 37 separately branching feedforward networks that are trained jointly. The Hierarchical Joint State Tracker incorporates a similar architecture but instead encodes the history using a hierarchical network in the vein of  [11]. TRADE is a recently proposed model that achieved state-of-the-art results on the original MultiWOZ 2.0 data, using a generative state tracker with a copy mechanism  [15]. The DST Reader is a newly proposed model that frames state tracking as a reading comprehension problem, learning to extract slot values as spans from the dialogue history  [3]. The HyST is another new model which combines a hierarchical encoder system with an n-gram copy-based system  [5].

Model MultiWOZ 2.0 MultiWOZ 2.1
FJST 40.2% 38.0%
HJST 38.4% 35.55%
TRADE 48.6% 45.6%
DST Reader 39.41% 36.4%
HyST 42.33% 38.1%
Table 9: Test set joint state accuracies for various models on the MultiWOZ 2.0 and MultiWOZ 2.1 data. FJST refers to the Flat Joint State Tracker, and HJST refers to the Hierarchical Joint State Tracker.

6 Results and Discussion

As we can see from Table 9, the relative performances of the models have remained the same across the data updates. However, we also noticed a consistent drop in performance for all models on MultiWOZ 2.1 compared to MultiWOZ 2.0, which was a particularly surprising result.

In order to understand the source of this drop, we investigated the performances of the Flat Joint State Tracker and Hierarchical Joint State Tracker on the MultiWOZ 2.0 and the MultiWOZ 2.1 datasets. Across the two datasets, we observed that there are 937 new turn-level prediction errors that the Flat Joint State Tracker makes on MultiWOZ 2.1 that it did not make on MultiWOZ 2.0. This constitutes 1370 total slot value prediction errors across the turns. Of these slot value errors, we saw that 184 errors () are a result of a dontcare target label for which our model predicts another value.

When we looked at predictions of the Hierarchical Joint State Tracker, we saw that a model trained on MultiWOZ 2.0 generated 331 errors for which the ground truth label was dontcare but it predicted none. Meanwhile a model trained on MultiWOZ 2.1 generated 748 such errors, a factor increase of over 2.25x. As shown in Table 4, of our corrections involved changing a value to a dontcare label so we hypothesize that our corrections have increased the complexity of learning the dontcare label correctly. Given that building systems that can effectively capture user ambiguity is an important characteristic of conversational systems, this leaves ample room for improvement in future models.

Also noteworthy is the fact that 439 new errors for the Flat Joint State Tracker () are caused when the target label is none but the model predicts another value. As Table 4 shows of our corrections involved changing a slot from a value to none, suggesting that MultiWOZ 2.1 now more heavily penalizes spurious slot value predictions.

For the Flat Joint State Tracker, we also observed that the largest slot accuracy decrease from MultiWOZ 2.0 to MultiWOZ 2.1 occurred for the restaurant.name slot (). We inspected the kinds of errors the model was generating and found that the vast majority of these errors were legitimate model prediction mistakes on correctly annotated dialogue states. This encourages further research in enhancing the performance of these state-tracking models, especially on proper name extraction.

7 Conclusion

We publicly release state corrected MultiWOZ 2.1 and rerun competitive state tracking baselines on this dataset. The dataset will be available on the MultiWOZ Github repository111https://github.com/budzianowski/multiwoz/tree/master/data. We hope that the cleaner data allows for better model and performance comparisons on the task of multi-domain dialogue state tracking as well as other dialogue subproblems.

8 Bibliographical References

References

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Slot Names % changed # changed % changed # changed % changed # changed
Train Train Dev Dev Test Test
taxi-leaveAt 0.43% 246 0.30% 22 0.73% 54
taxi-destination 1.46% 830 1.33% 98 1.38% 102
taxi-departure 1.47% 833 1.29% 95 1.41% 104
taxi-arriveBy 0.29% 167 0.26% 19 0.43% 32
restaurant-people 0.74% 423 0.64% 47 0.71% 52
restaurant-day 0.72% 410 0.62% 46 0.68% 50
restaurant-time 0.74% 422 0.71% 52 0.77% 57
restaurant-food 2.77% 1574 2.45% 181 2.13% 157
restaurant-pricerange 2.36% 1338 1.83% 135 2.71% 200
restaurant-name 8.20% 4656 5.84% 431 9.58% 706
restaurant-area 2.34% 1328 1.55% 114 2.75% 203
bus-people 0.00% 0 0.00% 0 0% 0
bus-leaveAt 0.00% 0 0.00% 0 0% 0
bus-destination 0.00% 0 0.00% 0 0% 0
bus-day 0.00% 0 0.00% 0 0% 0
bus-arriveBy 0.00% 0 0.00% 0 0% 0
bus-departure 0.00% 0 0.00% 0 0% 0
hospital-department 0.12% 68 0.00% 0 0% 0
hotel-people 1.06% 603 0.61% 45 0.61% 45
hotel-day 1.00% 565 0.69% 51 0.65% 48
hotel-stay 1.18% 671 0.61% 45 0.84% 62
hotel-name 6.90% 3917 5.84% 431 5.81% 428
hotel-area 3.43% 1947 2.03% 150 3.95% 291
hotel-parking 2.69% 1526 2.78% 205 2.67% 197
hotel-pricerange 3.09% 1753 2.18% 161 2.39% 176
hotel-stars 1.69% 962 1.38% 102 1.95% 144
hotel-internet 2.27% 1290 2.17% 160 3.05% 225
hotel-type 3.58% 2035 2.64% 195 2.79% 206
attraction-type 4.57% 2594 4.43% 327 4.03% 297
attraction-name 5.99% 3400 6.60% 487 8.86% 653
attraction-area 2.13% 1212 1.79% 132 3.23% 238
train-people 0.92% 520 0.53% 39 0.75% 55
train-leaveAt 2.07% 1178 2.12% 156 4.64% 342
train-destination 0.91% 518 0.69% 51 0.87% 64
train-day 0.84% 476 0.54% 40 0.85% 63
train-arriveBy 1.29% 730 1.06% 78 2.82% 208
train-departure 1.01% 573 0.94% 69 0.66% 49
Joint 41.34% 23473 37.96% 2799 45.02% 3319
Appendix A: Percentage of changes in dialogue state values before and after annotations. The highest number of changed values are in name slots (e.g., restaurant-name, attraction-name, and hotel-name). Such slots had particularly large numbers of spelling mistakes (e.g., shanghi family restaurant to shanghai family restaurant). Note that while the number of changes to individual slots is small, we ended up changing the joint dialogue state for over 40% of dialogue turns.
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