Task-oriented conversational datasets often lack topic variability and linguistic diversity. However, with the advent of Large Language Models (LLMs) pretrained on extensive, multilingual and diverse text data, these limitations seem overcome. Nevertheless, their generalisability to different languages and domains in dialogue applications remains uncertain without benchmarking datasets. This paper presents a holistic annotation approach for emotion and conversational quality in the context of bilingual customer support conversations. By performing annotations that take into consideration the complete instances that compose a conversation, one can form a broader perspective of the dialogue as a whole. Furthermore, it provides a unique and valuable resource for the development of text classification models. To this end, we present benchmarks for Emotion Recognition and Dialogue Quality Estimation and show that further research is needed to leverage these models in a production setting.

This work proposes an approach to use Part-Of-Speech (POS) information to automatically detect context-dependent Translation Units (TUs) from a Translation Memory database pertaining to the customer support domain. In line with our goal to minimize context-dependency in TUs, we show how this mechanism can be deployed to create new gender-neutral and context-independent TUs. Our experiments, conducted across Portuguese (PT), Brazilian Portuguese (PT-BR), Spanish (ES), and Spanish-Latam (ES-LATAM), show that the occurrence of certain POS with specific words is accurate in identifying context dependency. In a cross-client analysis, we found that ~10% of the most frequent 13,200 TUs were context-dependent, with gender determining context-dependency in 98% of all confirmed cases. We used these findings to suggest gender-neutral equivalents for the most frequent TUs with gender constraints. Our approach is in use in the Unbabel translation pipeline, and can be integrated into any other Neural Machine Translation (NMT) pipeline.

In this work, we propose a Named Entity handling approach to improve translation quality within an existing Natural Language Processing (NLP) pipeline without modifying the Neural Machine Translation (NMT) component. Our approach seeks to enable fast delivery of such improvements and alleviate user experience problems related to NE distortion. We implement separate NE recognition and translation steps. Then, a combination of standard entity masking technique and a novel semantic equivalent placeholder guarantees that both NE translation is respected and the best overall quality is obtained from NMT. The experiments show that translation quality improves in 38.6% of the test cases when compared to a version of the NLP pipeline with less-developed NE handling capability.

This paper describes the research developed at Unbabel, a Portuguese Machine-translation start-up, that combines MT with human post-edition and focuses strictly on customer service content. We aim to contribute to furthering MT quality and good-practices by exposing the importance of having a continuously-in-development robust Named Entity Recognition system compliant with General Data Protection Regulation (GDPR). Moreover, we have tested semiautomatic strategies that support and enhance the creation of Named Entities gold standards to allow a more seamless implementation of Multilingual Named Entities Recognition Systems. The project described in this paper is the result of a shared work between Unbabel ́s linguists and Unbabel ́s AI engineering team, matured over a year. The project should, also, be taken as a statement of multidisciplinary, proving and validating the much-needed articulation between the different scientific fields that compose and characterize the area of Natural Language Processing (NLP).

This paper presents a linguistic revision process of a speech corpus of Portuguese broadcast news focusing on metadata annotation for rich transcription, and reports on the impact of the new data on the performance for several modules. The main focus of the revision process consisted on annotating and revising structural metadata events, such as disfluencies and punctuation marks. The resultant revised data is now being extensively used, and was of extreme importance for improving the performance of several modules, especially the punctuation and capitalization modules, but also the speech recognition system, and all the subsequent modules. The resultant data has also been recently used in disfluency studies across domains.