Papers by Hanchen Su
Agent-in-the-Loop: A Data Flywheel for Continuous Improvement in LLM-based Customer Support (2025.emnlp-industry)
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Cen Zhao, Tiantian Zhang, Hanchen Su, Yufeng Zhang, Shaowei Su, Mingzhi Xu, Yu Liu, Wei Han, Jeremy Werner, Claire Na Cheng, Yashar Mehdad
| Challenge: | Existing offline approaches to improve an LLM-based customer support system rely on batch annotations. |
| Approach: | They propose an agent-in-the-loop framework that integrates four key types of annotations directly into live customer operations: (1) pairwise response preferences, (2) agent adoption and rationales, (3) knowledge relevance checks, and (4) identification of missing knowledge. |
| Outcome: | The proposed framework reduces retraining cycles from months to weeks by integrating four key types of annotations directly into live customer operations. |
LLM-Friendly Knowledge Representation for Customer Support (2025.coling-industry)
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| Challenge: | a new approach to customer support is proposed to integrate large language models with a framework designed to navigate the complexities of Airbnb customer support operations. |
| Approach: | They propose a method for integrating Large Language Models with a framework designed to navigate the complexities of Airbnb customer support operations. |
| Outcome: | The proposed approach is cost-effective and improves customer support performance . it also allows human agents to focus on more complex issues, the authors show . |