Predicting user intent for online system actions through natural language inference-based machine learning model

Abstract

An online system that allows users to interact with it using expressions in natural language form includes an intent inference module allowing it to infer an intent represented by a user expression. The intent inference module has a set of possible intents, along with a small set of example natural language expressions known to represent that intent. When a user interacts with the system using a natural language expression for which the intent is not already known, the intent inference module applies a natural language inference model to compute scores indicating whether the user expression textually entails the various example natural language expressions. Based on the scores, the intent inference module determines an intent that is most applicable for the expression. If an intent cannot be determined with sufficient confidence, the intent inference module may further attempt to determine whether the various example natural language expressions textually entail the user expression.