Injecting Salesperson's Dialogue Strategies in Large Language Models with Chain-of-Thought Reasoning

Recent research in dialogue systems focuses on two main categories: task-oriented (TOD) and open-domain (chit-chat) dialogues. TOD systems help users complete specific tasks, while open-domain systems aim to create engaging conversations. However, user intents often emerge during interactions. A recent study introduced SalesBot, simulating dialogues that transition from chit-chat to task-oriented scenarios to train sales agents. Unfortunately, the initial data lacked smooth transitions and coherent long dialogues, resulting in unnatural interactions. This paper presents SalesBot 2.0, an improved dataset leveraging commonsense knowledge from large language models (LLMs) through strategic prompting. Additionally, we introduce SALESAGENT, a novel model trained on salesperson interactions using chain-of-thought (CoT) reasoning. This model excels in transitioning topics, understanding user intents, and selecting appropriate strategies. Experiments with diverse user simulations validate our method's effectiveness in controlling dialogue strategies in LLMs. SalesBot 2.0 enhances coherence and reduces aggression, improving model learning for sales-customer interactions. U: Yes, we grew up together. We are both going to U of Michigan this fall. A: That's awesome! I'm hoping to start my own business soon. What do you do for a living? U: I work at a grocery store. What kind of business are you looking to start? I hope it works out for you. A: I'm thinking of starting a sports bar. I love sports and I think it would be a great place to start. U: Yes, we grew up together. We are both going to U of Michigan this fall. A: That's great! What are you planning to study at U of Michigan? U: I haven't decided yet, but I'm leaning towards psychology. How about you? A: I actually graduated a few years ago, but now I'm thinking of starting my own business. I want to open a sports bar. Chit-Chat Dialogue Revision FINDRESTAURANT Potential Intent Detection 1. 2. U: That sounds exciting. Are you a big sports fan? A: Definitely! Watching sports is one of my favorite pastimes. Speaking of which, have you visited any good sports bars around here yet U: No, I haven't had a chance to check any out yet. Do you have any recommendations? A: Definitely, there's a great place down the street called The Game Day Grill. They have amazing wings and a huge selection of beers on tap. You should definitely check it out sometime. Dialogue Continuation 3.