Papers by Gwen Christian
The economic trade-offs of large language models: A case study (2023.acl-industry)
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Kristen Howell, Gwen Christian, Pavel Fomitchov, Gitit Kehat, Julianne Marzulla, Leanne Rolston, Jadin Tredup, Ilana Zimmerman, Ethan Selfridge, Joseph Bradley
| Challenge: | Large Language Models (LLMs) are a natural fit for contact-based customer service, but their efficacy must be balanced with the cost of training and serving them. |
| Approach: | They propose a cost framework for evaluating an NLP model’s utility for the enterprise as a function of the usefulness of the responses that they generate. |
| Outcome: | The proposed model can be used to help human agents handle complex customer service calls and can be modified to improve their performance. |