# Improving Generalization in Task-oriented Dialogues with Workflows and Action Plans

arXiv: https://arxiv.org/abs/2306.01729 · HTML: https://mlsanity.com/paper/2306.01729/

## Key facts

- Cited by 3 papers in the map (data through 14 Oct 2026).
- Builds on 34 of its 55 references that are in the map.
- First posted on arXiv 2 Jun 2023.

## Builds on (most cited first, 30 of 34)

- [Attention Is All You Need](https://mlsanity.com/paper/1706.03762/) (2017)
- [BERT: Pre-training of Deep Bidirectional Transformers for Language Understanding](https://mlsanity.com/paper/1810.04805/) (2018)
- [Language Models are Few-Shot Learners](https://mlsanity.com/paper/2005.14165/) (2020)
- [Exploring the Limits of Transfer Learning with a Unified Text-to-Text Transformer](https://mlsanity.com/paper/1910.10683/) (2019)
- [RoBERTa: A Robustly Optimized BERT Pretraining Approach](https://mlsanity.com/paper/1907.11692/) (2019)
- [BART: Denoising Sequence-to-Sequence Pre-training for Natural Language Generation, Translation, and Comprehension](https://mlsanity.com/paper/1910.13461/) (2019)
- [Finetuned Language Models Are Zero-Shot Learners](https://mlsanity.com/paper/2109.01652/) (2021)
- [ALBERT: A Lite BERT for Self-supervised Learning of Language Representations](https://mlsanity.com/paper/1909.11942/) (2019)
- [LaMDA: Language Models for Dialog Applications](https://mlsanity.com/paper/2201.08239/) (2022)
- [A Diversity-Promoting Objective Function for Neural Conversation Models](https://mlsanity.com/paper/1510.03055/) (2015)
- [MultiWOZ -- A Large-Scale Multi-Domain Wizard-of-Oz Dataset for Task-Oriented Dialogue Modelling](https://mlsanity.com/paper/1810.00278/) (2018)
- [Towards Scalable Multi-domain Conversational Agents: The Schema-Guided Dialogue Dataset](https://mlsanity.com/paper/1909.05855/) (2019)
- [PlanBench: An Extensible Benchmark for Evaluating Large Language Models on Planning and Reasoning about Change](https://mlsanity.com/paper/2206.10498/) (2022)
- [How NOT To Evaluate Your Dialogue System: An Empirical Study of Unsupervised Evaluation Metrics for Dialogue Response Generation](https://mlsanity.com/paper/1603.08023/) (2016)
- [A Simple Language Model for Task-Oriented Dialogue](https://mlsanity.com/paper/2005.00796/) (2020)
- [A Network-based End-to-End Trainable Task-oriented Dialogue System](https://mlsanity.com/paper/1604.04562/) (2016)
- [A Neural Conversational Model](https://mlsanity.com/paper/1506.05869/) (2015)
- [Taskmaster-1: Toward a Realistic and Diverse Dialog Dataset](https://mlsanity.com/paper/1909.05358/) (2019)
- [Neural Responding Machine for Short-Text Conversation](https://mlsanity.com/paper/1503.02364/) (2015)
- [Task-Oriented Dialogue as Dataflow Synthesis](https://mlsanity.com/paper/2009.11423/) (2020)
- [Keep CALM and Explore: Language Models for Action Generation in Text-based Games](https://mlsanity.com/paper/2010.02903/) (2020)
- [Learning End-to-End Goal-Oriented Dialog](https://mlsanity.com/paper/1605.07683/) (2016)
- [GALAXY: A Generative Pre-trained Model for Task-Oriented Dialog with Semi-Supervised Learning and Explicit Policy Injection](https://mlsanity.com/paper/2111.14592/) (2021)
- [Frames: A Corpus for Adding Memory to Goal-Oriented Dialogue Systems](https://mlsanity.com/paper/1704.00057/) (2017)
- [Action-Based Conversations Dataset: A Corpus for Building More In-Depth Task-Oriented Dialogue Systems](https://mlsanity.com/paper/2104.00783/) (2021)
- [Building a Conversational Agent Overnight with Dialogue Self-Play](https://mlsanity.com/paper/1801.04871/) (2018)
- [BiToD: A Bilingual Multi-Domain Dataset For Task-Oriented Dialogue Modeling](https://mlsanity.com/paper/2106.02787/) (2021)
- [Description-Driven Task-Oriented Dialog Modeling](https://mlsanity.com/paper/2201.08904/) (2022)
- [Language Models are Few-Shot Butlers](https://mlsanity.com/paper/2104.07972/) (2021)
- [Planning for Goal-Oriented Dialogue Systems](https://mlsanity.com/paper/1910.08137/) (2019)

## Built on by (most cited first, 3 of 3)

- [On the Prospects of Incorporating Large Language Models (LLMs) in Automated Planning and Scheduling (APS)](https://mlsanity.com/paper/2401.02500/) (2024)
- [Turning Conversations into Workflows: A Framework to Extract and Evaluate Dialog Workflows for Service AI Agents](https://mlsanity.com/paper/2502.17321/) (2025)
- [TOD-ProcBench: Benchmarking Complex Instruction-Following in Task-Oriented Dialogues](https://mlsanity.com/paper/2511.15976/) (2025)

## Abstract (arXiv)

Task-oriented dialogue is difficult in part because it involves understanding user intent, collecting information from the user, executing API calls, and generating helpful and fluent responses. However, for complex tasks one must also correctly do all of these things over multiple steps, and in a specific order. While large pre-trained language models can be fine-tuned end-to-end to create multi-step task-oriented dialogue agents that generate fluent text, our experiments confirm that this approach alone cannot reliably perform new multi-step tasks that are unseen during training. To address these limitations, we augment the dialogue contexts given to textmdtext2text transformers with known textitvalid workflow names and textitaction plans. Action plans consist of sequences of actions required to accomplish a task, and are encoded as simple sequences of keywords (e.g. verify-identity, pull-up-account, reset-password, etc.). We perform extensive experiments on the Action-Based Conversations Dataset (ABCD) with T5-small, base and large models, and show that such models: a) are able to more readily generalize to unseen workflows by following the provided plan, and b) are able to generalize to executing unseen actions if they are provided in the plan. In contrast, models are unable to fully accomplish new multi-step tasks when they are not provided action plan information, even when given new valid workflow names.