Modeling the impact of out-of-schema questions in task-oriented dialog systems

Existing work on task-oriented dialog systems generally assumes that the interaction of users with the system is restricted to the information stored in a closed data schema. However, in practice users may ask ‘out-of-schema’ questions, that is, questions that the system cannot answer, because the information does not exist in the schema. Failure to answer these questions may lead the users to drop out of the chat before reaching the success state (e.g. reserving a restaurant). A key challenge is that the number of these questions may be too high for a domain expert to answer them all. We formulate the problem of out-of-schema question detection and selection that identifies the most critical out-of-schema questions to answer, in order to maximize the expected success rate of the system. We propose a two-stage pipeline to solve the problem. In the first stage, we propose a novel in-context learning (ICL) approach to detect out-of-schema questions. In the second stage, we propose two algorithms for out-of-schema question selection (OQS): a naive approach that chooses a question based on its frequency in the dropped-out conversations, and a probabilistic approach that represents each conversation as a Markov chain and a question is picked based on its overall benefit. We propose and publish two new datasets for the problem, as existing datasets do not contain out-of-schema questions or user drop-outs. Our quantitative and simulation-based experimental analyses on these datasets measure how our methods can effectively identify out-of-schema questions and positively impact the success rate of the system.