Daily Papers

Despite growing interest in applications based on natural customer support conversations, there exist remarkably few publicly available datasets that reflect the expected characteristics of conversations in these settings. Existing task-oriented dialogue datasets, which were collected to benchmark dialogue systems mainly in written human-to-bot settings, are not representative of real customer support conversations and do not provide realistic benchmarks for systems that are applied to natural data. To address this gap, we introduce NatCS, a multi-domain collection of spoken customer service conversations. We describe our process for collecting synthetic conversations between customers and agents based on natural language phenomena observed in real conversations. Compared to previous dialogue datasets, the conversations collected with our approach are more representative of real human-to-human conversations along multiple metrics. Finally, we demonstrate potential uses of NatCS, including dialogue act classification and intent induction from conversations as potential applications, showing that dialogue act annotations in NatCS provide more effective training data for modeling real conversations compared to existing synthetic written datasets. We publicly release NatCS to facilitate research in natural dialog systems

In the digital age, the dynamics of customer service are evolving, driven by technological advancements and the integration of Large Language Models (LLMs). This research paper introduces a groundbreaking approach to automating customer service using LangChain, a custom LLM tailored for organizations. The paper explores the obsolescence of traditional customer support techniques, particularly Frequently Asked Questions (FAQs), and proposes a paradigm shift towards responsive, context-aware, and personalized customer interactions. The heart of this innovation lies in the fusion of open-source methodologies, web scraping, fine-tuning, and the seamless integration of LangChain into customer service platforms. This open-source state-of-the-art framework, presented as "Sahaay," demonstrates the ability to scale across industries and organizations, offering real-time support and query resolution. Key elements of this research encompass data collection via web scraping, the role of embeddings, the utilization of Google's Flan T5 XXL, Base and Small language models for knowledge retrieval, and the integration of the chatbot into customer service platforms. The results section provides insights into their performance and use cases, here particularly within an educational institution. This research heralds a new era in customer service, where technology is harnessed to create efficient, personalized, and responsive interactions. Sahaay, powered by LangChain, redefines the customer-company relationship, elevating customer retention, value extraction, and brand image. As organizations embrace LLMs, customer service becomes a dynamic and customer-centric ecosystem.

Tool-augmented LLMs are a promising approach to create AI agents that can have realistic conversations, follow procedures, and call appropriate functions. However, evaluating them is challenging due to the diversity of possible conversations, and existing datasets focus only on single interactions and function-calling. We present a test generation pipeline to evaluate LLMs as conversational AI agents. Our framework uses LLMs to generate diverse tests grounded on user-defined procedures. For that, we use intermediate graphs to limit the LLM test generator's tendency to hallucinate content that is not grounded on input procedures, and enforces high coverage of the possible conversations. Additionally, we put forward ALMITA, a manually curated dataset for evaluating AI agents in customer support, and use it to evaluate existing LLMs. Our results show that while tool-augmented LLMs perform well in single interactions, they often struggle to handle complete conversations. While our focus is on customer support, our method is general and capable of AI agents for different domains.

Best practices for high conflict conversations like counseling or customer support almost always include recommendations to paraphrase the previous speaker. Although paraphrase classification has received widespread attention in NLP, paraphrases are usually considered independent from context, and common models and datasets are not applicable to dialog settings. In this work, we investigate paraphrases in dialog (e.g., Speaker 1: "That book is mine." becomes Speaker 2: "That book is yours."). We provide an operationalization of context-dependent paraphrases, and develop a training for crowd-workers to classify paraphrases in dialog. We introduce a dataset with utterance pairs from NPR and CNN news interviews annotated for context-dependent paraphrases. To enable analyses on label variation, the dataset contains 5,581 annotations on 600 utterance pairs. We present promising results with in-context learning and with token classification models for automatic paraphrase detection in dialog.

Large language models are extensively applied across a wide range of tasks, such as customer support, content creation, educational tutoring, and providing financial guidance. However, a well-known drawback is their predisposition to generate hallucinations. This damages the trustworthiness of the information these models provide, impacting decision-making and user confidence. We propose a method to detect hallucinations by looking at the structure of the latent space and finding associations within hallucinated and non-hallucinated generations. We create a graph structure that connects generations that lie closely in the embedding space. Moreover, we employ a Graph Attention Network which utilizes message passing to aggregate information from neighboring nodes and assigns varying degrees of importance to each neighbor based on their relevance. Our findings show that 1) there exists a structure in the latent space that differentiates between hallucinated and non-hallucinated generations, 2) Graph Attention Networks can learn this structure and generalize it to unseen generations, and 3) the robustness of our method is enhanced when incorporating contrastive learning. When evaluated against evidence-based benchmarks, our model performs similarly without access to search-based methods.

Response retrieval is a subset of neural ranking in which a model selects a suitable response from a set of candidates given a conversation history. Retrieval-based chat-bots are typically employed in information seeking conversational systems such as customer support agents. In order to make pairwise comparisons between a conversation history and a candidate response, two approaches are common: cross-encoders performing full self-attention over the pair and bi-encoders encoding the pair separately. The former gives better prediction quality but is too slow for practical use. In this paper, we propose a new cross-encoder architecture and transfer knowledge from this model to a bi-encoder model using distillation. This effectively boosts bi-encoder performance at no cost during inference time. We perform a detailed analysis of this approach on three response retrieval datasets.

Machine Reading Comprehension (MRC) is a task that requires machine to understand natural language and answer questions by reading a document. It is the core of automatic response technology such as chatbots and automatized customer supporting systems. We present Korean Question Answering Dataset(KorQuAD), a large-scale Korean dataset for extractive machine reading comprehension task. It consists of 70,000+ human generated question-answer pairs on Korean Wikipedia articles. We release KorQuAD1.0 and launch a challenge at https://KorQuAD.github.io to encourage the development of multilingual natural language processing research.

Prompting ChatGPT to achieve complex goals (e.g., creating a customer support chatbot) often demands meticulous prompt engineering, including aspects like fluent writing and chain-of-thought techniques. While emerging prompt optimizers can automatically refine many of these aspects, we argue that clearly conveying customized requirements (e.g., how to handle diverse inputs) remains a human-centric challenge. In this work, we introduce Requirement-Oriented Prompt Engineering (ROPE), a paradigm that focuses human attention on generating clear, complete requirements during prompting. We implement ROPE through an assessment and training suite that provides deliberate practice with LLM-generated feedback. In a study with 30 novices, we show that requirement-focused training doubles novices' prompting performance, significantly outperforming conventional prompt engineering training and prompt optimization. We also demonstrate that high-quality LLM outputs are directly tied to the quality of input requirements. Our work paves the way for more effective task delegation in human-LLM collaborative prompting.

Pre-training Transformers has shown promising results on open-domain and domain-specific downstream tasks. However, state-of-the-art Transformers require an unreasonably large amount of pre-training data and compute. In this paper, we propose FPDM (Fast Pre-training Technique using Document Level Metadata), a novel, compute-efficient framework that utilizes Document metadata and Domain-Specific Taxonomy as supervision signals to pre-train transformer encoder on a domain-specific corpus. The main innovation is that during domain-specific pretraining, an open-domain encoder is continually pre-trained using sentence-level embeddings as inputs (to accommodate long documents), however, fine-tuning is done with token-level embeddings as inputs to this encoder. We show that FPDM outperforms several transformer-based baselines in terms of character-level F1 scores and other automated metrics in the Customer Support, Scientific, and Legal Domains, and shows a negligible drop in performance on open-domain benchmarks. Importantly, the novel use of document-level supervision along with sentence-level embedding input for pre-training reduces pre-training compute by around 1,000, 4,500, and 500 times compared to MLM and/or NSP in Customer Support, Scientific, and Legal Domains, respectively. Code and datasets are available at https://bit.ly/FPDMCode.

A broad use case of large language models (LLMs) is in goal-directed decision-making tasks (or "agent" tasks), where an LLM needs to not just generate completions for a given prompt, but rather make intelligent decisions over a multi-turn interaction to accomplish a task (e.g., when interacting with the web, using tools, or providing customer support). Reinforcement learning (RL) provides a general paradigm to address such agent tasks, but current RL methods for LLMs largely focus on optimizing single-turn rewards. By construction, most single-turn RL methods cannot endow LLMs with the ability to intelligently seek information over multiple turns, perform credit assignment, or reason about their past actions -- all of which are critical in agent tasks. This raises the question: how can we design effective and efficient multi-turn RL algorithms for LLMs? In this paper, we develop a framework for building multi-turn RL algorithms for fine-tuning LLMs, that preserves the flexibility of existing single-turn RL methods for LLMs (e.g., proximal policy optimization), while accommodating multiple turns, long horizons, and delayed rewards effectively. To do this, our framework adopts a hierarchical RL approach and runs two RL algorithms in parallel: a high-level off-policy value-based RL algorithm to aggregate reward over utterances, and a low-level RL algorithm that utilizes this high-level value function to train a token policy within each utterance or turn. Our hierarchical framework, Actor-Critic Framework with a Hierarchical Structure (ArCHer), can also give rise to other RL methods. Empirically, we find that ArCHer significantly improves efficiency and performance on agent tasks, attaining a sample efficiency of about 100x over existing methods, while also improving with larger model capacity (upto the 7 billion scale that we tested on).

In customer service technical support, swiftly and accurately retrieving relevant past issues is critical for efficiently resolving customer inquiries. The conventional retrieval methods in retrieval-augmented generation (RAG) for large language models (LLMs) treat a large corpus of past issue tracking tickets as plain text, ignoring the crucial intra-issue structure and inter-issue relations, which limits performance. We introduce a novel customer service question-answering method that amalgamates RAG with a knowledge graph (KG). Our method constructs a KG from historical issues for use in retrieval, retaining the intra-issue structure and inter-issue relations. During the question-answering phase, our method parses consumer queries and retrieves related sub-graphs from the KG to generate answers. This integration of a KG not only improves retrieval accuracy by preserving customer service structure information but also enhances answering quality by mitigating the effects of text segmentation. Empirical assessments on our benchmark datasets, utilizing key retrieval (MRR, Recall@K, NDCG@K) and text generation (BLEU, ROUGE, METEOR) metrics, reveal that our method outperforms the baseline by 77.6% in MRR and by 0.32 in BLEU. Our method has been deployed within LinkedIn's customer service team for approximately six months and has reduced the median per-issue resolution time by 28.6%.

Product Question Answering (PQA) systems are key in e-commerce applications to provide responses to customers' questions as they shop for products. While existing work on PQA focuses mainly on English, in practice there is need to support multiple customer languages while leveraging product information available in English. To study this practical industrial task, we present xPQA, a large-scale annotated cross-lingual PQA dataset in 12 languages across 9 branches, and report results in (1) candidate ranking, to select the best English candidate containing the information to answer a non-English question; and (2) answer generation, to generate a natural-sounding non-English answer based on the selected English candidate. We evaluate various approaches involving machine translation at runtime or offline, leveraging multilingual pre-trained LMs, and including or excluding xPQA training data. We find that (1) In-domain data is essential as cross-lingual rankers trained on other domains perform poorly on the PQA task; (2) Candidate ranking often prefers runtime-translation approaches while answer generation prefers multilingual approaches; (3) Translating offline to augment multilingual models helps candidate ranking mainly on languages with non-Latin scripts; and helps answer generation mainly on languages with Latin scripts. Still, there remains a significant performance gap between the English and the cross-lingual test sets.

Grounding natural language instructions on the web to perform previously unseen tasks enables accessibility and automation. We introduce a task and dataset to train AI agents from open-domain, step-by-step instructions originally written for people. We build RUSS (Rapid Universal Support Service) to tackle this problem. RUSS consists of two models: First, a BERT-LSTM with pointers parses instructions to ThingTalk, a domain-specific language we design for grounding natural language on the web. Then, a grounding model retrieves the unique IDs of any webpage elements requested in ThingTalk. RUSS may interact with the user through a dialogue (e.g. ask for an address) or execute a web operation (e.g. click a button) inside the web runtime. To augment training, we synthesize natural language instructions mapped to ThingTalk. Our dataset consists of 80 different customer service problems from help websites, with a total of 741 step-by-step instructions and their corresponding actions. RUSS achieves 76.7% end-to-end accuracy predicting agent actions from single instructions. It outperforms state-of-the-art models that directly map instructions to actions without ThingTalk. Our user study shows that RUSS is preferred by actual users over web navigation.

Emotional support is a crucial ability for many conversation scenarios, including social interactions, mental health support, and customer service chats. Following reasonable procedures and using various support skills can help to effectively provide support. However, due to the lack of a well-designed task and corpora of effective emotional support conversations, research on building emotional support into dialog systems remains untouched. In this paper, we define the Emotional Support Conversation (ESC) task and propose an ESC Framework, which is grounded on the Helping Skills Theory. We construct an Emotion Support Conversation dataset (ESConv) with rich annotation (especially support strategy) in a help-seeker and supporter mode. To ensure a corpus of high-quality conversations that provide examples of effective emotional support, we take extensive effort to design training tutorials for supporters and several mechanisms for quality control during data collection. Finally, we evaluate state-of-the-art dialog models with respect to the ability to provide emotional support. Our results show the importance of support strategies in providing effective emotional support and the utility of ESConv in training more emotional support systems.

We introduce Shakti, a 2.5 billion parameter language model specifically optimized for resource-constrained environments such as edge devices, including smartphones, wearables, and IoT systems. Shakti combines high-performance NLP with optimized efficiency and precision, making it ideal for real-time AI applications where computational resources and memory are limited. With support for vernacular languages and domain-specific tasks, Shakti excels in industries such as healthcare, finance, and customer service. Benchmark evaluations demonstrate that Shakti performs competitively against larger models while maintaining low latency and on-device efficiency, positioning it as a leading solution for edge AI.

Emotional support is a crucial skill for many real-world scenarios, including caring for the elderly, mental health support, and customer service chats. This paper presents a novel task of empathetic dialog generation with positive emotion elicitation to promote users' positive emotions, similar to that of emotional support between humans. In this task, the agent conducts empathetic responses along with the target of eliciting the user's positive emotions in the multi-turn dialog. To facilitate the study of this task, we collect a large-scale emotional dialog dataset with positive emotion elicitation, called PosEmoDial (about 820k dialogs, 3M utterances). In these dialogs, the agent tries to guide the user from any possible initial emotional state, e.g., sadness, to a positive emotional state. Then we present a positive-emotion-guided dialog generation model with a novel loss function design. This loss function encourages the dialog model to not only elicit positive emotions from users but also ensure smooth emotional transitions along with the whole dialog. Finally, we establish benchmark results on PosEmoDial, and we will release this dataset and related source code to facilitate future studies.

This study explores the proactive ability of LLMs to seek user support. We propose metrics to evaluate the trade-off between performance improvements and user burden, and investigate whether LLMs can determine when to request help under varying information availability. Our experiments show that without external feedback, many LLMs struggle to recognize their need for user support. The findings highlight the importance of external signals and provide insights for future research on improving support-seeking strategies. Source code: https://github.com/appier-research/i-need-help