Context-Aware Language Modeling for Goal-Oriented Dialogue Systems

Abstract: Goal-oriented dialogue systems face a trade-off between fluent language generation and task-specific control. While supervised learning with LLMs is capable of producing realistic text, how to steer such responses towards completing a specific task without sacrificing language quality remains an open question. In this work, we formulate goal-oriented dialogue as a partially observed Markov decision process, interpreting the LLM as a representation of both the dynamics and the policy. This view allows us to extend techniques from learning-based control, such as task relabeling, to derive a simple and effective method to finetune LLMs in a goal-aware way, leading to significantly improved task performance. We additionally introduce a number of training strategies that serve to better focus the model on the task at hand. We evaluate our method, Context-Aware LLMs (CALM), on a practical flight-booking task using AirDialogue. Empirically, CALM outperforms the state-of-the-art method by 7% in terms of task success, matching human-level task performance.