Daily Papers

Customer Relationship Management (CRM) systems are vital for modern enterprises, providing a foundation for managing customer interactions and data. Integrating AI agents into CRM systems can automate routine processes and enhance personalized service. However, deploying and evaluating these agents is challenging due to the lack of realistic benchmarks that reflect the complexity of real-world CRM tasks. To address this issue, we introduce CRMArena, a novel benchmark designed to evaluate AI agents on realistic tasks grounded in professional work environments. Following guidance from CRM experts and industry best practices, we designed CRMArena with nine customer service tasks distributed across three personas: service agent, analyst, and manager. The benchmark includes 16 commonly used industrial objects (e.g., account, order, knowledge article, case) with high interconnectivity, along with latent variables (e.g., complaint habits, policy violations) to simulate realistic data distributions. Experimental results reveal that state-of-the-art LLM agents succeed in less than 40% of the tasks with ReAct prompting, and less than 55% even with function-calling abilities. Our findings highlight the need for enhanced agent capabilities in function-calling and rule-following to be deployed in real-world work environments. CRMArena is an open challenge to the community: systems that can reliably complete tasks showcase direct business value in a popular work environment.

Using a novel professional certification survey, the study focuses on assessing the vocational skills of two highly cited AI models, GPT-3 and Turbo-GPT3.5. The approach emphasizes the importance of practical readiness over academic performance by examining the models' performances on a benchmark dataset consisting of 1149 professional certifications. This study also includes a comparison with human test scores, providing perspective on the potential of AI models to match or even surpass human performance in professional certifications. GPT-3, even without any fine-tuning or exam preparation, managed to achieve a passing score (over 70% correct) on 39% of the professional certifications. It showcased proficiency in computer-related fields, including cloud and virtualization, business analytics, cybersecurity, network setup and repair, and data analytics. Turbo-GPT3.5, on the other hand, scored a perfect 100% on the highly regarded Offensive Security Certified Professional (OSCP) exam. This model also demonstrated competency in diverse professional fields, such as nursing, licensed counseling, pharmacy, and aviation. Turbo-GPT3.5 exhibited strong performance on customer service tasks, indicating potential use cases in enhancing chatbots for call centers and routine advice services. Both models also scored well on sensory and experience-based tests outside a machine's traditional roles, including wine sommelier, beer tasting, emotional quotient, and body language reading. The study found that OpenAI's model improvement from Babbage to Turbo led to a 60% better performance on the grading scale within a few years. This progress indicates that addressing the current model's limitations could yield an AI capable of passing even the most rigorous professional certifications.

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.

Artificial intelligence is making significant strides in the finance industry, revolutionizing how data is processed and interpreted. Among these technologies, large language models (LLMs) have demonstrated substantial potential to transform financial services by automating complex tasks, enhancing customer service, and providing detailed financial analysis. Firstly, we introduce IDEA-FinBench, an evaluation benchmark specifically tailored for assessing financial knowledge in large language models (LLMs). This benchmark utilizes questions from two globally respected and authoritative financial professional exams, aimimg to comprehensively evaluate the capability of LLMs to directly address exam questions pertinent to the finance sector. Secondly, we propose IDEA-FinKER, a Financial Knowledge Enhancement framework designed to facilitate the rapid adaptation of general LLMs to the financial domain, introducing a retrieval-based few-shot learning method for real-time context-level knowledge injection, and a set of high-quality financial knowledge instructions for fine-tuning any general LLM. Finally, we present IDEA-FinQA, a financial question-answering system powered by LLMs. This system is structured around a scheme of real-time knowledge injection and factual enhancement using external knowledge. IDEA-FinQA is comprised of three main modules: the data collector, the data querying module, and LLM-based agents tasked with specific functions.

End-to-end training of neural networks is a promising approach to automatic construction of dialog systems using a human-to-human dialog corpus. Recently, Vinyals et al. tested neural conversation models using OpenSubtitles. Lowe et al. released the Ubuntu Dialogue Corpus for researching unstructured multi-turn dialogue systems. Furthermore, the approach has been extended to accomplish task oriented dialogs to provide information properly with natural conversation. For example, Ghazvininejad et al. proposed a knowledge grounded neural conversation model [3], where the research is aiming at combining conversational dialogs with task-oriented knowledge using unstructured data such as Twitter data for conversation and Foursquare data for external knowledge.However, the task is still limited to a restaurant information service, and has not yet been tested with a wide variety of dialog tasks. In addition, it is still unclear how to create intelligent dialog systems that can respond like a human agent. In consideration of these problems, we proposed a challenge track to the 6th dialog system technology challenges (DSTC6) using human-to-human dialog data to mimic human dialog behaviors. The focus of the challenge track is to train end-to-end conversation models from human-to-human conversation and accomplish end-to-end dialog tasks in various situations assuming a customer service, in which a system plays a role of human agent and generates natural and informative sentences in response to user's questions or comments given dialog context.

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%.

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.

Speech Emotion recognition (SER) in call center conversations has emerged as a valuable tool for assessing the quality of interactions between clients and agents. In contrast to controlled laboratory environments, real-life conversations take place under uncontrolled conditions and are subject to contextual factors that influence the expression of emotions. In this paper, we present our approach to constructing a large-scale reallife dataset (CusEmo) for continuous SER in customer service call center conversations. We adopted the dimensional emotion annotation approach to capture the subtlety, complexity, and continuity of emotions in real-life call center conversations, while annotating contextual information. The study also addresses the challenges encountered during the application of the End-to-End (E2E) SER system to the dataset, including determining the appropriate label sampling rate and input segment length, as well as integrating contextual information (interlocutor's gender and empathy level) with different weights using multitask learning. The result shows that incorporating the empathy level information improved the model's performance.

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

Advanced Large language models (LLMs) like GPT-4 or LlaMa 3 provide superior performance in complex human-like interactions. But they are costly, or too large for edge devices such as smartphones and harder to self-host, leading to security and privacy concerns. This paper introduces a novel interpretable knowledge distillation approach to enhance the performance of smaller, more economical LLMs that firms can self-host. We study this problem in the context of building a customer service agent aimed at achieving high customer satisfaction through goal-oriented dialogues. Unlike traditional knowledge distillation, where the "student" model learns directly from the "teacher" model's responses via fine-tuning, our interpretable "strategy" teaching approach involves the teacher providing strategies to improve the student's performance in various scenarios. This method alternates between a "scenario generation" step and a "strategies for improvement" step, creating a customized library of scenarios and optimized strategies for automated prompting. The method requires only black-box access to both student and teacher models; hence it can be used without manipulating model parameters. In our customer service application, the method improves performance, and the learned strategies are transferable to other LLMs and scenarios beyond the training set. The method's interpretabilty helps safeguard against potential harms through human audit.

For companies with customer service, mapping intents inside their conversational data is crucial in building applications based on natural language understanding (NLU). Nevertheless, there is no established automated technique to gather the intents from noisy online chats or voice transcripts. Simple clustering approaches are not suited to intent-sparse dialogues. To solve this intent-landscape task, we propose an unsupervised pipeline that extracts the intents and the taxonomy of intents from real-world dialogues. Our pipeline mines intent-span candidates with an extractive Question-Answering Electra model and leverages sentence embeddings to apply a low-level density clustering followed by a top-level hierarchical clustering. Our results demonstrate the generalization ability of an ELECTRA large model fine-tuned on the SQuAD2 dataset to understand dialogues. With the right prompting question, this model achieves a rate of linguistic validation on intent spans beyond 85%. We furthermore reconstructed the intent schemes of five domains from the MultiDoGo dataset with an average recall of 94.3%.

In this paper, we present Duplex Conversation, a multi-turn, multimodal spoken dialogue system that enables telephone-based agents to interact with customers like a human. We use the concept of full-duplex in telecommunication to demonstrate what a human-like interactive experience should be and how to achieve smooth turn-taking through three subtasks: user state detection, backchannel selection, and barge-in detection. Besides, we propose semi-supervised learning with multimodal data augmentation to leverage unlabeled data to increase model generalization. Experimental results on three sub-tasks show that the proposed method achieves consistent improvements compared with baselines. We deploy the Duplex Conversation to Alibaba intelligent customer service and share lessons learned in production. Online A/B experiments show that the proposed system can significantly reduce response latency by 50%.

Many datasets contain personally identifiable information, or PII, which poses privacy risks to individuals. PII masking is commonly used to redact personal information such as names, addresses, and phone numbers from text data. Most modern PII masking pipelines involve machine learning algorithms. However, these systems may vary in performance, such that individuals from particular demographic groups bear a higher risk for having their personal information exposed. In this paper, we evaluate the performance of three off-the-shelf PII masking systems on name detection and redaction. We generate data using names and templates from the customer service domain. We find that an open-source RoBERTa-based system shows fewer disparities than the commercial models we test. However, all systems demonstrate significant differences in error rate based on demographics. In particular, the highest error rates occurred for names associated with Black and Asian/Pacific Islander individuals.

Transcriptions of phone calls are of significant value across diverse fields, such as sales, customer service, healthcare, and law enforcement. Nevertheless, the analysis of these recorded conversations can be an arduous and time-intensive process, especially when dealing with extended or multifaceted dialogues. In this work, we propose a novel method, GPT-distilled Calls Segmentation and Tagging (GPT-Calls), for efficient and accurate call segmentation and topic extraction. GPT-Calls is composed of offline and online phases. The offline phase is applied once to a given list of topics and involves generating a distribution of synthetic sentences for each topic using a GPT model and extracting anchor vectors. The online phase is applied to every call separately and scores the similarity between the transcripted conversation and the topic anchors found in the offline phase. Then, time domain analysis is applied to the similarity scores to group utterances into segments and tag them with topics. The proposed paradigm provides an accurate and efficient method for call segmentation and topic extraction that does not require labeled data, thus making it a versatile approach applicable to various domains. Our algorithm operates in production under Dynamics 365 Sales Conversation Intelligence, and our research is based on real sales conversations gathered from various Dynamics 365 Sales tenants.

The adoption of large language models (LLMs) in many applications, from customer service chat bots and software development assistants to more capable agentic systems necessitates research into how to secure these systems. Attacks like prompt injection and jailbreaking attempt to elicit responses and actions from these models that are not compliant with the safety, privacy, or content policies of organizations using the model in their application. In order to counter abuse of LLMs for generating potentially harmful replies or taking undesirable actions, LLM owners must apply safeguards during training and integrate additional tools to block the LLM from generating text that abuses the model. Jailbreaking prompts play a vital role in convincing an LLM to generate potentially harmful content, making it important to identify jailbreaking attempts to block any further steps. In this work, we propose a novel approach to detect jailbreak prompts based on pairing text embeddings well-suited for retrieval with traditional machine learning classification algorithms. Our approach outperforms all publicly available methods from open source LLM security applications.

This paper describes a highly developed personalised recommendation system using multimodal, autonomous, multi-agent systems. The system focuses on the incorporation of futuristic AI tech and LLMs like Gemini-1.5- pro and LLaMA-70B to improve customer service experiences especially within e-commerce. Our approach uses multi agent, multimodal systems to provide best possible recommendations to its users. The system is made up of three agents as a whole. The first agent recommends products appropriate for answering the given question, while the second asks follow-up questions based on images that belong to these recommended products and is followed up with an autonomous search by the third agent. It also features a real-time data fetch, user preferences-based recommendations and is adaptive learning. During complicated queries the application processes with Symphony, and uses the Groq API to answer quickly with low response times. It uses a multimodal way to utilize text and images comprehensively, so as to optimize product recommendation and customer interaction.

Robotic Process Automation (RPA) systems face challenges in handling complex processes and diverse screen layouts that require advanced human-like decision-making capabilities. These systems typically rely on pixel-level encoding through drag-and-drop or automation frameworks such as Selenium to create navigation workflows, rather than visual understanding of screen elements. In this context, we present SmartFlow, an AI-based RPA system that uses pre-trained large language models (LLMs) coupled with deep-learning based image understanding. Our system can adapt to new scenarios, including changes in the user interface and variations in input data, without the need for human intervention. SmartFlow uses computer vision and natural language processing to perceive visible elements on the graphical user interface (GUI) and convert them into a textual representation. This information is then utilized by LLMs to generate a sequence of actions that are executed by a scripting engine to complete an assigned task. To assess the effectiveness of SmartFlow, we have developed a dataset that includes a set of generic enterprise applications with diverse layouts, which we are releasing for research use. Our evaluations on this dataset demonstrate that SmartFlow exhibits robustness across different layouts and applications. SmartFlow can automate a wide range of business processes such as form filling, customer service, invoice processing, and back-office operations. SmartFlow can thus assist organizations in enhancing productivity by automating an even larger fraction of screen-based workflows. The demo-video and dataset are available at https://smartflow-4c5a0a.webflow.io/.

Since the advent of chatbots in the commercial sector, they have been widely employed in the customer service department. Typically, these commercial chatbots are retrieval-based, so they are unable to respond to queries absent in the provided dataset. On the contrary, generative chatbots try to create the most appropriate response, but are mostly unable to create a smooth flow in the customer-bot dialog. Since the client has few options left for continuing after receiving a response, the dialog becomes short. Through our work, we try to maximize the intelligence of a simple conversational agent so it can answer unseen queries, and generate follow-up questions or remarks. We have built a chatbot for a jewelry shop that finds the underlying objective of the customer's query by finding similarity of the input to patterns in the corpus. Our system features an audio input interface for clients, so they may speak to it in natural language. After converting the audio to text, we trained the model to extract the intent of the query, to find an appropriate response and to speak to the client in a natural human voice. To gauge the system's performance, we used performance metrics such as Recall, Precision and F1 score.

As we embark on a new era of LLMs, it becomes increasingly crucial to understand their capabilities, limitations, and differences. Toward making further progress in this direction, we strive to build a deeper understanding of the gaps between massive LLMs (e.g., ChatGPT) and smaller yet effective open-source LLMs and their distilled counterparts. To this end, we specifically focus on long-form question answering (LFQA) because it has several practical and impactful applications (e.g., troubleshooting, customer service, etc.) yet is still understudied and challenging for LLMs. We propose a question-generation method from abstractive summaries and show that generating follow-up questions from summaries of long documents can create a challenging setting for LLMs to reason and infer from long contexts. Our experimental results confirm that: (1) our proposed method of generating questions from abstractive summaries pose a challenging setup for LLMs and shows performance gaps between LLMs like ChatGPT and open-source LLMs (Alpaca, Llama) (2) open-source LLMs exhibit decreased reliance on context for generated questions from the original document, but their generation capabilities drop significantly on generated questions from summaries -- especially for longer contexts (>1024 tokens)

Researchers and developers increasingly rely on toxicity scoring to moderate generative language model outputs, in settings such as customer service, information retrieval, and content generation. However, toxicity scoring may render pertinent information inaccessible, rigidify or "value-lock" cultural norms, and prevent language reclamation processes, particularly for marginalized people. In this work, we extend the concept of algorithmic recourse to generative language models: we provide users a novel mechanism to achieve their desired prediction by dynamically setting thresholds for toxicity filtering. Users thereby exercise increased agency relative to interactions with the baseline system. A pilot study (n = 30) supports the potential of our proposed recourse mechanism, indicating improvements in usability compared to fixed-threshold toxicity-filtering of model outputs. Future work should explore the intersection of toxicity scoring, model controllability, user agency, and language reclamation processes -- particularly with regard to the bias that many communities encounter when interacting with generative language models.

Large Language Models (LLMs) are transforming artificial intelligence, enabling autonomous agents to perform diverse tasks across various domains. These agents, proficient in human-like text comprehension and generation, have the potential to revolutionize sectors from customer service to healthcare. However, they face challenges such as multimodality, human value alignment, hallucinations, and evaluation. Techniques like prompting, reasoning, tool utilization, and in-context learning are being explored to enhance their capabilities. Evaluation platforms like AgentBench, WebArena, and ToolLLM provide robust methods for assessing these agents in complex scenarios. These advancements are leading to the development of more resilient and capable autonomous agents, anticipated to become integral in our digital lives, assisting in tasks from email responses to disease diagnosis. The future of AI, with LLMs at the forefront, is promising.

What is appropriateness? Humans navigate a multi-scale mosaic of interlocking notions of what is appropriate for different situations. We act one way with our friends, another with our family, and yet another in the office. Likewise for AI, appropriate behavior for a comedy-writing assistant is not the same as appropriate behavior for a customer-service representative. What determines which actions are appropriate in which contexts? And what causes these standards to change over time? Since all judgments of AI appropriateness are ultimately made by humans, we need to understand how appropriateness guides human decision making in order to properly evaluate AI decision making and improve it. This paper presents a theory of appropriateness: how it functions in human society, how it may be implemented in the brain, and what it means for responsible deployment of generative AI technology.

Fine-tuning is widely used to adapt language models for specific goals, often leveraging real-world data such as patient records, customer-service interactions, or web content in languages not covered in pre-training. These datasets are typically massive, noisy, and often confidential, making their direct inspection challenging. However, understanding them is essential for guiding model deployment and informing decisions about data cleaning or suppressing any harmful behaviors learned during fine-tuning. In this study, we introduce the task of novelty discovery through generation, which aims to identify novel properties of a fine-tuning dataset by generating examples that illustrate these properties. Our approach, Contrastive Generative Exploration (CGE), assumes no direct access to the data but instead relies on a pre-trained model and the same model after fine-tuning. By contrasting the predictions of these two models, CGE can generate examples that highlight novel characteristics of the fine-tuning data. However, this simple approach may produce examples that are too similar to one another, failing to capture the full range of novel phenomena present in the dataset. We address this by introducing an iterative version of CGE, where the previously generated examples are used to update the pre-trained model, and this updated model is then contrasted with the fully fine-tuned model to generate the next example, promoting diversity in the generated outputs. Our experiments demonstrate the effectiveness of CGE in detecting novel content, such as toxic language, as well as new natural and programming languages. Furthermore, we show that CGE remains effective even when models are fine-tuned using differential privacy techniques.

Question answering (QA) has become an important application in the advanced development of large language models. General pre-trained large language models for question-answering are not trained to properly understand the knowledge or terminology for a specific domain, such as finance, healthcare, education, and customer service for a product. To better cater to domain-specific understanding, we build an in-house question-answering system for Adobe products. We propose a novel framework to compile a large question-answer database and develop the approach for retrieval-aware finetuning of a Large Language model. We showcase that fine-tuning the retriever leads to major improvements in the final generation. Our overall approach reduces hallucinations during generation while keeping in context the latest retrieval information for contextual grounding.

Speech emotion recognition has become increasingly important in recent years due to its potential applications in healthcare, customer service, and personalization of dialogue systems. However, a major issue in this field is the lack of datasets that adequately represent basic emotional states across various language families. As datasets covering Slavic languages are rare, there is a need to address this research gap. This paper presents the development of nEMO, a novel corpus of emotional speech in Polish. The dataset comprises over 3 hours of samples recorded with the participation of nine actors portraying six emotional states: anger, fear, happiness, sadness, surprise, and a neutral state. The text material used was carefully selected to represent the phonetics of the Polish language adequately. The corpus is freely available under the terms of a Creative Commons license (CC BY-NC-SA 4.0).

The rapid expansion of the digital world has propelled sentiment analysis into a critical tool across diverse sectors such as marketing, politics, customer service, and healthcare. While there have been significant advancements in sentiment analysis for widely spoken languages, low-resource languages, such as Bangla, remain largely under-researched due to resource constraints. Furthermore, the recent unprecedented performance of Large Language Models (LLMs) in various applications highlights the need to evaluate them in the context of low-resource languages. In this study, we present a sizeable manually annotated dataset encompassing 33,605 Bangla news tweets and Facebook comments. We also investigate zero- and few-shot in-context learning with several language models, including Flan-T5, GPT-4, and Bloomz, offering a comparative analysis against fine-tuned models. Our findings suggest that monolingual transformer-based models consistently outperform other models, even in zero and few-shot scenarios. To foster continued exploration, we intend to make this dataset and our research tools publicly available to the broader research community. In the spirit of further research, we plan to make this dataset and our experimental resources publicly accessible to the wider research community.

While ongoing advancements in Large Language Models have demonstrated remarkable success across various NLP tasks, Retrieval Augmented Generation Model stands out to be highly effective on downstream applications like Question Answering. Recently, RAG-end2end model further optimized the architecture and achieved notable performance improvements on domain adaptation. However, the effectiveness of these RAG-based architectures remains relatively unexplored when fine-tuned on specialized domains such as customer service for building a reliable conversational AI system. Furthermore, a critical challenge persists in reducing the occurrence of hallucinations while maintaining high domain-specific accuracy. In this paper, we investigated the performance of diverse RAG and RAG-like architectures through domain adaptation and evaluated their ability to generate accurate and relevant response grounded in the contextual knowledge base. To facilitate the evaluation of the models, we constructed a novel dataset HotelConvQA, sourced from wide range of hotel-related conversations and fine-tuned all the models on our domain specific dataset. We also addressed a critical research gap on determining the impact of domain adaptation on reducing hallucinations across different RAG architectures, an aspect that was not properly measured in prior work. Our evaluation shows positive results in all metrics by employing domain adaptation, demonstrating strong performance on QA tasks and providing insights into their efficacy in reducing hallucinations. Our findings clearly indicate that domain adaptation not only enhances the models' performance on QA tasks but also significantly reduces hallucination across all evaluated RAG architectures.

A system that could reliably identify and sum up the most important points of a conversation would be valuable in a wide variety of real-world contexts, from business meetings to medical consultations to customer service calls. Recent advances in deep learning, and especially the invention of encoder-decoder architectures, has significantly improved language generation systems, opening the door to improved forms of abstractive summarization, a form of summarization particularly well-suited for multi-party conversation. In this paper, we provide an overview of the challenges raised by the task of abstractive meeting summarization and of the data sets, models and evaluation metrics that have been used to tackle the problems.

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.

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.

Proposal of large-scale datasets has facilitated research on deep neural models for news summarization. Deep learning can also be potentially useful for spoken dialogue summarization, which can benefit a range of real-life scenarios including customer service management and medication tracking. To this end, we propose DialogSum, a large-scale labeled dialogue summarization dataset. We conduct empirical analysis on DialogSum using state-of-the-art neural summarizers. Experimental results show unique challenges in dialogue summarization, such as spoken terms, special discourse structures, coreferences and ellipsis, pragmatics and social common sense, which require specific representation learning technologies to better deal with.

Human conversations are complicated and building a human-like dialogue agent is an extremely challenging task. With the rapid development of deep learning techniques, data-driven models become more and more prevalent which need a huge amount of real conversation data. In this paper, we construct a large-scale real scenario Chinese E-commerce conversation corpus, JDDC, with more than 1 million multi-turn dialogues, 20 million utterances, and 150 million words. The dataset reflects several characteristics of human-human conversations, e.g., goal-driven, and long-term dependency among the context. It also covers various dialogue types including task-oriented, chitchat and question-answering. Extra intent information and three well-annotated challenge sets are also provided. Then, we evaluate several retrieval-based and generative models to provide basic benchmark performance on the JDDC corpus. And we hope JDDC can serve as an effective testbed and benefit the development of fundamental research in dialogue task

With increasing demand for and adoption of virtual assistants, recent work has investigated ways to accelerate bot schema design through the automatic induction of intents or the induction of slots and dialogue states. However, a lack of dedicated benchmarks and standardized evaluation has made progress difficult to track and comparisons between systems difficult to make. This challenge track, held as part of the Eleventh Dialog Systems Technology Challenge, introduces a benchmark that aims to evaluate methods for the automatic induction of customer intents in a realistic setting of customer service interactions between human agents and customers. We propose two subtasks for progressively tackling the automatic induction of intents and corresponding evaluation methodologies. We then present three datasets suitable for evaluating the tasks and propose simple baselines. Finally, we summarize the submissions and results of the challenge track, for which we received submissions from 34 teams.

Despite significant advancements in general-purpose AI agents, several challenges still hinder their practical application in real-world scenarios. First, the limited planning capabilities of Large Language Models (LLM) restrict AI agents from effectively solving complex tasks that require long-horizon planning. Second, general-purpose AI agents struggle to efficiently utilize domain-specific knowledge and human expertise. In this paper, we introduce the Standard Operational Procedure-guided Agent (SOP-agent), a novel framework for constructing domain-specific agents through pseudocode-style Standard Operational Procedures (SOPs) written in natural language. Formally, we represent a SOP as a decision graph, which is traversed to guide the agent in completing tasks specified by the SOP. We conduct extensive experiments across tasks in multiple domains, including decision-making, search and reasoning, code generation, data cleaning, and grounded customer service. The SOP-agent demonstrates excellent versatility, achieving performance superior to general-purpose agent frameworks and comparable to domain-specific agent systems. Additionally, we introduce the Grounded Customer Service Benchmark, the first benchmark designed to evaluate the grounded decision-making capabilities of AI agents in customer service scenarios based on SOPs.

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.

Microsoft Azure is dedicated to guarantee high quality of service to its customers, in particular, during periods of high customer activity, while controlling cost. We employ a Data Science (DS) driven solution to predict user load and leverage these predictions to optimize resource allocation. To this end, we built the Seagull infrastructure that processes per-server telemetry, validates the data, trains and deploys ML models. The models are used to predict customer load per server (24h into the future), and optimize service operations. Seagull continually re-evaluates accuracy of predictions, fallback to previously known good models and triggers alerts as appropriate. We deployed this infrastructure in production for PostgreSQL and MySQL servers across all Azure regions, and applied it to the problem of scheduling server backups during low-load time. This minimizes interference with user-induced load and improves customer experience.

Powerful foundation models, including large language models (LLMs), with Transformer architectures have ushered in a new era of Generative AI across various industries. Industry and research community have witnessed a large number of new applications, based on those foundation models. Such applications include question and answer, customer services, image and video generation, and code completions, among others. However, as the number of model parameters reaches to hundreds of billions, their deployment incurs prohibitive inference costs and high latency in real-world scenarios. As a result, the demand for cost-effective and fast inference using AI accelerators is ever more higher. To this end, our tutorial offers a comprehensive discussion on complementary inference optimization techniques using AI accelerators. Beginning with an overview of basic Transformer architectures and deep learning system frameworks, we deep dive into system optimization techniques for fast and memory-efficient attention computations and discuss how they can be implemented efficiently on AI accelerators. Next, we describe architectural elements that are key for fast transformer inference. Finally, we examine various model compression and fast decoding strategies in the same context.

Robotic Process Automation (RPA) offers a valuable solution for efficiently automating tasks on the graphical user interface (GUI), by emulating human interactions, without modifying existing code. However, its broader adoption is constrained by the need for expertise in both scripting languages and workflow design. To address this challenge, we present PromptRPA, a system designed to comprehend various task-related textual prompts (e.g., goals, procedures), thereby generating and performing corresponding RPA tasks. PromptRPA incorporates a suite of intelligent agents that mimic human cognitive functions, specializing in interpreting user intent, managing external information for RPA generation, and executing operations on smartphones. The agents can learn from user feedback and continuously improve their performance based on the accumulated knowledge. Experimental results indicated a performance jump from a 22.28% success rate in the baseline to 95.21% with PromptRPA, requiring an average of 1.66 user interventions for each new task. PromptRPA presents promising applications in fields such as tutorial creation, smart assistance, and customer service.

In recent advancements in Conversational Large Language Models (LLMs), a concerning trend has emerged, showing that many new base LLMs experience a knowledge reduction in their foundational capabilities following Supervised Fine-Tuning (SFT). This process often leads to issues such as forgetting or a decrease in the base model's abilities. Moreover, fine-tuned models struggle to align with user preferences, inadvertently increasing the generation of toxic outputs when specifically prompted. To overcome these challenges, we adopted an innovative approach by completely bypassing SFT and directly implementing Harmless Reinforcement Learning from Human Feedback (RLHF). Our method not only preserves the base model's general capabilities but also significantly enhances its conversational abilities, while notably reducing the generation of toxic outputs. Our approach holds significant implications for fields that demand a nuanced understanding and generation of responses, such as customer service. We applied this methodology to Mistral, the most popular base model, thereby creating Mistral-Plus. Our validation across 11 general tasks demonstrates that Mistral-Plus outperforms similarly sized open-source base models and their corresponding instruct versions. Importantly, the conversational abilities of Mistral-Plus were significantly improved, indicating a substantial advancement over traditional SFT models in both safety and user preference alignment.

Large language models (LLMs) have shown incredible capabilities and transcended the natural language processing (NLP) community, with adoption throughout many services like healthcare, therapy, education, and customer service. Since users include people with critical information needs like students or patients engaging with chatbots, the safety of these systems is of prime importance. Therefore, a clear understanding of the capabilities and limitations of LLMs is necessary. To this end, we systematically evaluate toxicity in over half a million generations of ChatGPT, a popular dialogue-based LLM. We find that setting the system parameter of ChatGPT by assigning it a persona, say that of the boxer Muhammad Ali, significantly increases the toxicity of generations. Depending on the persona assigned to ChatGPT, its toxicity can increase up to 6x, with outputs engaging in incorrect stereotypes, harmful dialogue, and hurtful opinions. This may be potentially defamatory to the persona and harmful to an unsuspecting user. Furthermore, we find concerning patterns where specific entities (e.g., certain races) are targeted more than others (3x more) irrespective of the assigned persona, that reflect inherent discriminatory biases in the model. We hope that our findings inspire the broader AI community to rethink the efficacy of current safety guardrails and develop better techniques that lead to robust, safe, and trustworthy AI systems.

E-commerce authoring involves creating attractive, abundant, and targeted promotional content to drive product sales. The emergence of large language models (LLMs) introduces an innovative paradigm, offering a unified solution to address various authoring tasks within this scenario. However, mainstream LLMs trained on general corpora with common sense knowledge reveal limitations in fitting complex and personalized features unique to e-commerce products and customers. Furthermore, LLMs like GPT-3.5 necessitate remote accessibility, raising concerns about safeguarding voluminous customer privacy data during transmission. This paper proposes the LLaMA-E, the unified and customized instruction-following language models focusing on diverse e-commerce authoring tasks. Specifically, the domain experts create the seed instruction set from the tasks of ads generation, query-enhanced product title rewriting, product classification, purchase intent speculation, and general Q&A. These tasks enable the models to comprehensively understand precise e-commerce authoring knowledge by interleaving features covering typical service aspects of customers, sellers, and platforms. The GPT-3.5 is introduced as a teacher model, which expands the seed instructions to form a training set for the LLaMA-E models with various scales. The experimental results show that the proposed LLaMA-E models achieve state-of-the-art results in quantitative and qualitative evaluations, also exhibiting the advantage in zero-shot scenes. To the best of our knowledge, this study is the first to serve the LLMs to specific e-commerce authoring scenarios.

Artificial intelligence (AI) enables machines to learn from human experience, adjust to new inputs, and perform human-like tasks. AI is progressing rapidly and is transforming the way businesses operate, from process automation to cognitive augmentation of tasks and intelligent process/data analytics. However, the main challenge for human users would be to understand and appropriately trust the result of AI algorithms and methods. In this paper, to address this challenge, we study and analyze the recent work done in Explainable Artificial Intelligence (XAI) methods and tools. We introduce a novel XAI process, which facilitates producing explainable models while maintaining a high level of learning performance. We present an interactive evidence-based approach to assist human users in comprehending and trusting the results and output created by AI-enabled algorithms. We adopt a typical scenario in the Banking domain for analyzing customer transactions. We develop a digital dashboard to facilitate interacting with the algorithm results and discuss how the proposed XAI method can significantly improve the confidence of data scientists in understanding the result of AI-enabled algorithms.

Customer product reviews play a role in improving the quality of products and services for business organizations or their brands. Complaining is an attitude that expresses dissatisfaction with an event or a product not meeting customer expectations. In this paper, we build a Open-domain Complaint Detection dataset (UIT-ViOCD), including 5,485 human-annotated reviews on four categories about product reviews on e-commerce sites. After the data collection phase, we proceed to the annotation task and achieve the inter-annotator agreement Am of 87%. Then, we present an extensive methodology for the research purposes and achieve 92.16% by F1-score for identifying complaints. With the results, in the future, we aim to build a system for open-domain complaint detection in E-commerce websites.

Proactive human-robot interaction (HRI) allows the receptionist robots to actively greet people and offer services based on vision, which has been found to improve acceptability and customer satisfaction. Existing approaches are either based on multi-stage decision processes or based on end-to-end decision models. However, the rule-based approaches require sedulous expert efforts and only handle minimal pre-defined scenarios. On the other hand, existing works with end-to-end models are limited to very general greetings or few behavior patterns (typically less than 10). To address those challenges, we propose a new end-to-end framework, the TransFormer with Visual Tokens for Human-Robot Interaction (TFVT-HRI). The proposed framework extracts visual tokens of relative objects from an RGB camera first. To ensure the correct interpretation of the scenario, a transformer decision model is then employed to process the visual tokens, which is augmented with the temporal and spatial information. It predicts the appropriate action to take in each scenario and identifies the right target. Our data is collected from an in-service receptionist robot in an office building, which is then annotated by experts for appropriate proactive behavior. The action set includes 1000+ diverse patterns by combining language, emoji expression, and body motions. We compare our model with other SOTA end-to-end models on both offline test sets and online user experiments in realistic office building environments to validate this framework. It is demonstrated that the decision model achieves SOTA performance in action triggering and selection, resulting in more humanness and intelligence when compared with the previous reactive reception policies.

Product recommendation systems are important for major movie studios during the movie greenlight process and as part of machine learning personalization pipelines. Collaborative Filtering (CF) models have proved to be effective at powering recommender systems for online streaming services with explicit customer feedback data. CF models do not perform well in scenarios in which feedback data is not available, in cold start situations like new product launches, and situations with markedly different customer tiers (e.g., high frequency customers vs. casual customers). Generative natural language models that create useful theme-based representations of an underlying corpus of documents can be used to represent new product descriptions, like new movie plots. When combined with CF, they have shown to increase the performance in cold start situations. Outside of those cases though in which explicit customer feedback is available, recommender engines must rely on binary purchase data, which materially degrades performance. Fortunately, purchase data can be combined with product descriptions to generate meaningful representations of products and customer trajectories in a convenient product space in which proximity represents similarity. Learning to measure the distance between points in this space can be accomplished with a deep neural network that trains on customer histories and on dense vectorizations of product descriptions. We developed a system based on Collaborative (Deep) Metric Learning (CML) to predict the purchase probabilities of new theatrical releases. We trained and evaluated the model using a large dataset of customer histories, and tested the model for a set of movies that were released outside of the training window. Initial experiments show gains relative to models that do not train on collaborative preferences.

One long-term goal of machine learning research is to produce methods that are applicable to reasoning and natural language, in particular building an intelligent dialogue agent. To measure progress towards that goal, we argue for the usefulness of a set of proxy tasks that evaluate reading comprehension via question answering. Our tasks measure understanding in several ways: whether a system is able to answer questions via chaining facts, simple induction, deduction and many more. The tasks are designed to be prerequisites for any system that aims to be capable of conversing with a human. We believe many existing learning systems can currently not solve them, and hence our aim is to classify these tasks into skill sets, so that researchers can identify (and then rectify) the failings of their systems. We also extend and improve the recently introduced Memory Networks model, and show it is able to solve some, but not all, of the tasks.

While large language models have shown impressive capabilities across a wide range of domains, they still encounter significant challenges in reasoning tasks that require gathering evidence over multiple turns and drawing logical conclusions. These challenges present significant obstacles for LLM chat user interfaces, which rely on multi-turn interactions to facilitate effective collaboration. This limitation leads to real-world issues; for example, service chatbots must gather necessary information from customers over multiple turns to diagnose and resolve problems effectively. Despite the multi-turn nature of many real-world LLM use cases, most existing benchmarks rely on carefully curated single-turn tests, which often blur the line between memorization and genuine reasoning. To address this, we introduce the Wason Inductive Logic Test (WILT), a simple yet challenging multi-turn reasoning benchmark designed to resist memorization. WILT is inspired by the Wason 2-4-6 task, where participants must infer a boolean function involving three variables (e.g., x < y < z) by proposing test cases (such as (2, 4, 6)). In WILT, each test starts from a clean slate, with only the initial instructions provided, preventing models from relying on pre-learned responses. Over several turns, models must interact with the environment by suggesting test cases to narrow the possible hypotheses and ultimately infer the hidden function based on the outcomes. Our findings reveal that LLMs struggle with this task, exhibiting distinct strengths and weaknesses: some are better at narrowing down the hypothesis space by proposing valuable test cases, while others are more adept at deducing the hidden function from observed cases. Despite these variations, the best-performing model achieves only 28% accuracy, highlighting a significant gap in LLM performance on complex multi-turn reasoning tasks.

Fine-tuning is a prominent technique to adapt a pre-trained language model to downstream scenarios. In parameter-efficient fine-tuning, only a small subset of modules are trained over the downstream datasets, while leaving the rest of the pre-trained model frozen to save computation resources. In recent years, a popular productization form arises as Model-as-a-Service (MaaS), in which vendors provide abundant pre-trained language models, server resources and core functions, and customers can fine-tune, deploy and invoke their customized model by accessing the one-stop MaaS with their own private dataset. In this paper, we identify the model and data privacy leakage risks in MaaS fine-tuning, and propose a Split-and-Privatize (SAP) framework, which manage to mitigate the privacy issues by adapting the existing split learning architecture. The proposed SAP framework is sufficiently investigated by experiments, and the results indicate that it can enhance the empirical privacy by 62% at the cost of 1% model performance degradation on the Stanford Sentiment Treebank dataset.

The growing digital landscape of fashion e-commerce calls for interactive and user-friendly interfaces for virtually trying on clothes. Traditional try-on methods grapple with challenges in adapting to diverse backgrounds, poses, and subjects. While newer methods, utilizing the recent advances of diffusion models, have achieved higher-quality image generation, the human-centered dimensions of mobile interface delivery and privacy concerns remain largely unexplored. We present Mobile Fitting Room, the first on-device diffusion-based virtual try-on system. To address multiple inter-related technical challenges such as high-quality garment placement and model compression for mobile devices, we present a novel technical pipeline and an interface design that enables privacy preservation and user customization. A usage scenario highlights how our tool can provide a seamless, interactive virtual try-on experience for customers and provide a valuable service for fashion e-commerce businesses.

Nowadays, dialogue systems are used in many fields of industry and research. There are successful instances of these systems, such as Apple Siri, Google Assistant, and IBM Watson. Task-oriented dialogue system is a category of these, that are used in specific tasks. They can perform tasks such as booking plane tickets or making restaurant reservations. Shopping is one of the most popular areas on these systems. The bot replaces the human salesperson and interacts with the customers by speaking. To train the models behind the scenes of these systems, annotated data is needed. In this paper, we developed a dataset of dialogues in the Persian language through crowd-sourcing. We annotated these dialogues to train a model. This dataset contains nearly 22k utterances in 15 different domains and 1061 dialogues. This is the largest Persian dataset in this field, which is provided freely so that future researchers can use it. Also, we proposed some baseline models for natural language understanding (NLU) tasks. These models perform two tasks for NLU: intent classification and entity extraction. The F-1 score metric obtained for intent classification is around 91% and for entity extraction is around 93%, which can be a baseline for future research.

We introduce Dynatask: an open source system for setting up custom NLP tasks that aims to greatly lower the technical knowledge and effort required for hosting and evaluating state-of-the-art NLP models, as well as for conducting model in the loop data collection with crowdworkers. Dynatask is integrated with Dynabench, a research platform for rethinking benchmarking in AI that facilitates human and model in the loop data collection and evaluation. To create a task, users only need to write a short task configuration file from which the relevant web interfaces and model hosting infrastructure are automatically generated. The system is available at https://dynabench.org/ and the full library can be found at https://github.com/facebookresearch/dynabench.

Many natural language processing (NLP) tasks in English or general domains are widely available and are often used to evaluate pre-trained language models. In contrast, there are fewer tasks available for languages other than English and for the financial domain. In particular, tasks in Japanese and the financial domain are limited. We construct two large datasets using materials published by a Japanese central government agency. The datasets provide three Japanese financial NLP tasks, which include a 3-class and 12-class classification for categorizing sentences, as well as a 5-class classification task for sentiment analysis. Our datasets are designed to be comprehensive and up-to-date, leveraging an automatic update framework that ensures the latest task datasets are publicly available anytime.

Most work in machine reading focuses on question answering problems where the answer is directly expressed in the text to read. However, many real-world question answering problems require the reading of text not because it contains the literal answer, but because it contains a recipe to derive an answer together with the reader's background knowledge. One example is the task of interpreting regulations to answer "Can I...?" or "Do I have to...?" questions such as "I am working in Canada. Do I have to carry on paying UK National Insurance?" after reading a UK government website about this topic. This task requires both the interpretation of rules and the application of background knowledge. It is further complicated due to the fact that, in practice, most questions are underspecified, and a human assistant will regularly have to ask clarification questions such as "How long have you been working abroad?" when the answer cannot be directly derived from the question and text. In this paper, we formalise this task and develop a crowd-sourcing strategy to collect 32k task instances based on real-world rules and crowd-generated questions and scenarios. We analyse the challenges of this task and assess its difficulty by evaluating the performance of rule-based and machine-learning baselines. We observe promising results when no background knowledge is necessary, and substantial room for improvement whenever background knowledge is needed.

We present the FinCausal 2020 Shared Task on Causality Detection in Financial Documents and the associated FinCausal dataset, and discuss the participating systems and results. Two sub-tasks are proposed: a binary classification task (Task 1) and a relation extraction task (Task 2). A total of 16 teams submitted runs across the two Tasks and 13 of them contributed with a system description paper. This workshop is associated to the Joint Workshop on Financial Narrative Processing and MultiLing Financial Summarisation (FNP-FNS 2020), held at The 28th International Conference on Computational Linguistics (COLING'2020), Barcelona, Spain on September 12, 2020.

Creating a system that can have meaningful conversations with humans to help accomplish tasks is one of the ultimate goals of Artificial Intelligence (AI). It has defined the meaning of AI since the beginning. A lot has been accomplished in this area recently, with voice assistant products entering our daily lives and chat bot systems becoming commonplace in customer service. At first glance there seems to be no shortage of options for dialogue systems. However, the frequently deployed dialogue systems today seem to all struggle with a critical weakness - they are hard to build and harder to maintain. At the core of the struggle is the need to script every single turn of interactions between the bot and the human user. This makes the dialogue systems more difficult to maintain as the tasks become more complex and more tasks are added to the system. In this paper, we propose Converse, a flexible tree-based modular task-oriented dialogue system. Converse uses an and-or tree structure to represent tasks and offers powerful multi-task dialogue management. Converse supports task dependency and task switching, which are unique features compared to other open-source dialogue frameworks. At the same time, Converse aims to make the bot building process easy and simple, for both professional and non-professional software developers. The code is available at https://github.com/salesforce/Converse.

In this paper, we introduce the first evaluation of Chinese human-computer dialogue technology. We detail the evaluation scheme, tasks, metrics and how to collect and annotate the data for training, developing and test. The evaluation includes two tasks, namely user intent classification and online testing of task-oriented dialogue. To consider the different sources of the data for training and developing, the first task can also be divided into two sub tasks. Both the two tasks are coming from the real problems when using the applications developed by industry. The evaluation data is provided by the iFLYTEK Corporation. Meanwhile, in this paper, we publish the evaluation results to present the current performance of the participants in the two tasks of Chinese human-computer dialogue technology. Moreover, we analyze the existing problems of human-computer dialogue as well as the evaluation scheme itself.

This paper describes a strategy for implementing a robotic system capable of performing General Purpose Service Robot (GPSR) tasks in robocup@home. The GPSR task is that a real robot hears a variety of commands in spoken language and executes a task in a daily life environment. To achieve the task, we integrate foundation models based inference system and a state machine task executable. The foundation models plan the task and detect objects with open vocabulary, and a state machine task executable manages each robot's actions. This system works stable, and we took first place in the RoboCup@home Japan Open 2022's GPSR with 130 points, more than 85 points ahead of the other teams.

We describe the SemEval task of extracting keyphrases and relations between them from scientific documents, which is crucial for understanding which publications describe which processes, tasks and materials. Although this was a new task, we had a total of 26 submissions across 3 evaluation scenarios. We expect the task and the findings reported in this paper to be relevant for researchers working on understanding scientific content, as well as the broader knowledge base population and information extraction communities.

In populous countries, pending legal cases have been growing exponentially. There is a need for developing NLP-based techniques for processing and automatically understanding legal documents. To promote research in the area of Legal NLP we organized the shared task LegalEval - Understanding Legal Texts at SemEval 2023. LegalEval task has three sub-tasks: Task-A (Rhetorical Roles Labeling) is about automatically structuring legal documents into semantically coherent units, Task-B (Legal Named Entity Recognition) deals with identifying relevant entities in a legal document and Task-C (Court Judgement Prediction with Explanation) explores the possibility of automatically predicting the outcome of a legal case along with providing an explanation for the prediction. In total 26 teams (approx. 100 participants spread across the world) submitted systems paper. In each of the sub-tasks, the proposed systems outperformed the baselines; however, there is a lot of scope for improvement. This paper describes the tasks, and analyzes techniques proposed by various teams.

We present the results and the main findings of SemEval-2024 Task 8: Multigenerator, Multidomain, and Multilingual Machine-Generated Text Detection. The task featured three subtasks. Subtask A is a binary classification task determining whether a text is written by a human or generated by a machine. This subtask has two tracks: a monolingual track focused solely on English texts and a multilingual track. Subtask B is to detect the exact source of a text, discerning whether it is written by a human or generated by a specific LLM. Subtask C aims to identify the changing point within a text, at which the authorship transitions from human to machine. The task attracted a large number of participants: subtask A monolingual (126), subtask A multilingual (59), subtask B (70), and subtask C (30). In this paper, we present the task, analyze the results, and discuss the system submissions and the methods they used. For all subtasks, the best systems used LLMs.

This study evaluates the effectiveness of various large language models (LLMs) in performing tasks common among undergraduate computer science students. Although a number of research studies in the computing education community have explored the possibility of using LLMs for a variety of tasks, there is a lack of comprehensive research comparing different LLMs and evaluating which LLMs are most effective for different tasks. Our research systematically assesses some of the publicly available LLMs such as Google Bard, ChatGPT(3.5), GitHub Copilot Chat, and Microsoft Copilot across diverse tasks commonly encountered by undergraduate computer science students in India. These tasks include code explanation and documentation, solving class assignments, technical interview preparation, learning new concepts and frameworks, and email writing. Evaluation for these tasks was carried out by pre-final year and final year undergraduate computer science students and provides insights into the models' strengths and limitations. This study aims to guide students as well as instructors in selecting suitable LLMs for any specific task and offers valuable insights on how LLMs can be used constructively by students and instructors.

Predicting invoice payment is valuable in multiple industries and supports decision-making processes in most financial workflows. However, the challenge in this realm involves dealing with complex data and the lack of data related to decisions-making processes not registered in the accounts receivable system. This work presents a prototype developed as a solution devised during a partnership with a multinational bank to support collectors in predicting invoices payment. The proposed prototype reached up to 77\% of accuracy, which improved the prioritization of customers and supported the daily work of collectors. With the presented results, one expects to support researchers dealing with the problem of invoice payment prediction to get insights and examples of how to tackle issues present in real data.

The last decade has seen a significant increase of interest in deep learning research, with many public successes that have demonstrated its potential. As such, these systems are now being incorporated into commercial products. With this comes an additional challenge: how can we build AI systems that solve tasks where there is not a crisp, well-defined specification? While multiple solutions have been proposed, in this competition we focus on one in particular: learning from human feedback. Rather than training AI systems using a predefined reward function or using a labeled dataset with a predefined set of categories, we instead train the AI system using a learning signal derived from some form of human feedback, which can evolve over time as the understanding of the task changes, or as the capabilities of the AI system improve. The MineRL BASALT competition aims to spur forward research on this important class of techniques. We design a suite of four tasks in Minecraft for which we expect it will be hard to write down hardcoded reward functions. These tasks are defined by a paragraph of natural language: for example, "create a waterfall and take a scenic picture of it", with additional clarifying details. Participants must train a separate agent for each task, using any method they want. Agents are then evaluated by humans who have read the task description. To help participants get started, we provide a dataset of human demonstrations on each of the four tasks, as well as an imitation learning baseline that leverages these demonstrations. Our hope is that this competition will improve our ability to build AI systems that do what their designers intend them to do, even when the intent cannot be easily formalized. Besides allowing AI to solve more tasks, this can also enable more effective regulation of AI systems, as well as making progress on the value alignment problem.

Task semantics can be expressed by a set of input-to-output examples or a piece of textual instruction. Conventional machine learning approaches for natural language processing (NLP) mainly rely on the availability of large-scale sets of task-specific examples. Two issues arise: first, collecting task-specific labeled examples does not apply to scenarios where tasks may be too complicated or costly to annotate, or the system is required to handle a new task immediately; second, this is not user-friendly since end-users are probably more willing to provide task description rather than a set of examples before using the system. Therefore, the community is paying increasing interest in a new supervision-seeking paradigm for NLP: learning from task instructions. Despite its impressive progress, there are some common issues that the community struggles with. This survey paper tries to summarize and provide insights into the current research on instruction learning, particularly by answering the following questions: (i) What is task instruction, and what instruction types exist? (ii) How to model instructions? (iii) What factors influence and explain the instructions' performance? (iv) What challenges remain in instruction learning? To our knowledge, this is the first comprehensive survey about textual instructions.

A number of tasks have been proposed recently to facilitate easy access to charts such as chart QA and summarization. The dominant paradigm to solve these tasks has been to fine-tune a pretrained model on the task data. However, this approach is not only expensive but also not generalizable to unseen tasks. On the other hand, large language models (LLMs) have shown impressive generalization capabilities to unseen tasks with zero- or few-shot prompting. However, their application to chart-related tasks is not trivial as these tasks typically involve considering not only the underlying data but also the visual features in the chart image. We propose PromptChart, a multimodal few-shot prompting framework with LLMs for chart-related applications. By analyzing the tasks carefully, we have come up with a set of prompting guidelines for each task to elicit the best few-shot performance from LLMs. We further propose a strategy to inject visual information into the prompts. Our experiments on three different chart-related information consumption tasks show that with properly designed prompts LLMs can excel on the benchmarks, achieving state-of-the-art.

The recent success of Large Language Models (LLMs) signifies an impressive stride towards artificial general intelligence. They have shown a promising prospect in automatically completing tasks upon user instructions, functioning as brain-like coordinators. The associated risks will be revealed as we delegate an increasing number of tasks to machines for automated completion. A big question emerges: how can we make machines behave responsibly when helping humans automate tasks as personal copilots? In this paper, we explore this question in depth from the perspectives of feasibility, completeness and security. In specific, we present Responsible Task Automation (ResponsibleTA) as a fundamental framework to facilitate responsible collaboration between LLM-based coordinators and executors for task automation with three empowered capabilities: 1) predicting the feasibility of the commands for executors; 2) verifying the completeness of executors; 3) enhancing the security (e.g., the protection of users' privacy). We further propose and compare two paradigms for implementing the first two capabilities. One is to leverage the generic knowledge of LLMs themselves via prompt engineering while the other is to adopt domain-specific learnable models. Moreover, we introduce a local memory mechanism for achieving the third capability. We evaluate our proposed ResponsibleTA on UI task automation and hope it could bring more attentions to ensuring LLMs more responsible in diverse scenarios. The research project homepage is at https://task-automation-research.github.io/responsible_task_automation.

Natural Language Search (NLS) extends the capabilities of search engines that perform keyword search allowing users to issue queries in a more "natural" language. The engine tries to understand the meaning of the queries and to map the query words to the symbols it supports like Persons, Organizations, Time Expressions etc.. It, then, retrieves the information that satisfies the user's need in different forms like an answer, a record or a list of records. We present an NLS system we implemented as part of the Search service of a major CRM platform. The system is currently in production serving thousands of customers. Our user studies showed that creating dynamic reports with NLS saved more than 50% of our user's time compared to achieving the same result with navigational search. We describe the architecture of the system, the particularities of the CRM domain as well as how they have influenced our design decisions. Among several submodules of the system we detail the role of a Deep Learning Named Entity Recognizer. The paper concludes with discussion over the lessons learned while developing this product.

The aerospace industry relies on massive collections of complex and technical documents covering system descriptions, manuals or procedures. This paper presents a question answering (QA) system that would help aircraft pilots access information in this documentation by naturally interacting with the system and asking questions in natural language. After describing each module of the dialog system, we present a multi-task based approach for the QA module which enables performance improvement on a Flight Crew Operating Manual (FCOM) dataset. A method to combine scores from the retriever and the QA modules is also presented.

The principal goal of the TREC Neural Cross-Language Information Retrieval (NeuCLIR) track is to study the impact of neural approaches to cross-language information retrieval. The track has created four collections, large collections of Chinese, Persian, and Russian newswire and a smaller collection of Chinese scientific abstracts. The principal tasks are ranked retrieval of news in one of the three languages, using English topics. Results for a multilingual task, also with English topics but with documents from all three newswire collections, are also reported. New in this second year of the track is a pilot technical documents CLIR task for ranked retrieval of Chinese technical documents using English topics. A total of 220 runs across all tasks were submitted by six participating teams and, as baselines, by track coordinators. Task descriptions and results are presented.

This paper describes a service learning project used in an upper-level and graduate-level database systems course. Students complete a small database project for a real client. The final product must match the client specification and needs, and include the database design and the final working database system with embedded user documentation. The solution must be implemented in a way to make it as easy to use as possible for the client. Students are expected to conduct professional meetings with their clients to understand the project, analyze the project's requirements, as well as design and implement the solution to the project. Students must have each milestone approved before starting the next phase of the project. The student learning objectives of a database system semester project are to: analyze a client's information system problem and determine the requirements for the solution; design a suitable database solution to the problem; use software design and development tools to design and develop a solution to the problem; communicate and interact with a client on a professional level; prepare effective documentation for both non-technical and technical software users; and interact ethically with all persons involved with a project. The broader impact objectives of a database system semester project are to: provide needed database solutions for organizations and businesses in the local area; provide a resume and portfolio-building opportunity for the students; provide a measure for assessing how well the program meets it mission; provide a mechanism for implementing service-based learning; provide a mechanism for outreach to local-area organizations and businesses; and provide a starting-point for undergraduate research projects.

Artificial Intelligence (AI) has made incredible progress recently. On the one hand, advanced foundation models like ChatGPT can offer powerful conversation, in-context learning and code generation abilities on a broad range of open-domain tasks. They can also generate high-level solution outlines for domain-specific tasks based on the common sense knowledge they have acquired. However, they still face difficulties with some specialized tasks because they lack enough domain-specific data during pre-training or they often have errors in their neural network computations on those tasks that need accurate executions. On the other hand, there are also many existing models and systems (symbolic-based or neural-based) that can do some domain-specific tasks very well. However, due to the different implementation or working mechanisms, they are not easily accessible or compatible with foundation models. Therefore, there is a clear and pressing need for a mechanism that can leverage foundation models to propose task solution outlines and then automatically match some of the sub-tasks in the outlines to the off-the-shelf models and systems with special functionalities to complete them. Inspired by this, we introduce TaskMatrix.AI as a new AI ecosystem that connects foundation models with millions of APIs for task completion. Unlike most previous work that aimed to improve a single AI model, TaskMatrix.AI focuses more on using existing foundation models (as a brain-like central system) and APIs of other AI models and systems (as sub-task solvers) to achieve diversified tasks in both digital and physical domains. As a position paper, we will present our vision of how to build such an ecosystem, explain each key component, and use study cases to illustrate both the feasibility of this vision and the main challenges we need to address next.