NeurIPS 2019 Expo Talk
Dec. 8, 2019
Eno's Deep Learning-Powered Natural Language Understanding
Sponsor: Capital One Services, LLC
Margaret Mayer (Capital One), Tanushree Luke (Capital One)
In this talk, we discuss the deep learning–based natural language understanding (NLU) used by Eno, Capital One's intelligent assistant that helps customers manage their money by texting in a conversational way. We discuss the shortcomings of existing options for NLU and why we built our own solution. We present our neural network architecture for NLU. First, we trained word- and character-level word embeddings on web chat conversations. Then we trained an NLU model using labeled data. The result is a model that's robust to common misspellings, abbreviations, and new words. Our model is trained, deployed, and continuously improved entirely in the cloud.