Modelling user behaviour in the HIS-POMDP dialogue manager

In the design of spoken dialogue systems that are robust to speech recognition and interpretation errors, modelling uncertainty is crucial. Recently, Partially Observable Markov Decision Processes (POMDPs) have been shown to provide a well-founded probabilistic framework for developing such systems. This paper reports on the design and evaluation of the user act model (UAM) as part of the Hidden Information State (HIS) POMDP dialogue manager. Within this system, the UAM represents the probability of a user producing a certain dialogue act, given the last system act and the dialogue state. Its design is domain-independent and founded on the notions of adjacency pairs and dialogue act preconditions. Experimental evaluation results on both simulated and real data show that the UAM plays a significant role in improving robustness, but it requires that the N-best lists of user act hypotheses and their confidence scores are of good quality.