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This paper presents a method for building a personalized open-domain dialoguesystem to address the WWH (WHAT, WHEN, and HOW) problem for natural responsegeneration in a commercial setting, where personalized dialogue responses areheavily interleaved with casual response turns. The proposed approach involvesweighted dataset blending, negative persona information augmentation methods,and the design of personalized conversation datasets to address the challengesof WWH in personalized, open-domain dialogue systems. Our work effectivelybalances dialogue fluency and tendency to ground, while also introducing aresponse-type label to improve the controllability and explainability of thegrounded responses. The combination of these methods leads to more fluentconversations, as evidenced by subjective human evaluations as well asobjective evaluations.

WHAT, WHEN, and HOW to Ground: Designing User Persona-Aware Conversational Agents for Engaging Dialogue