Papers by Jithendra Vepa
Improving Hierarchical Text Clustering with LLM-guided Multi-view Cluster Representation (2024.emnlp-industry)
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| Challenge: | a multi-stage approach to hierarchical clustering of interaction drivers in contact centers is proposed . silhouette score and human preference score are improved by 36.7% for top-level clusters compared to standard agglomerative clustering . |
| Approach: | They propose a multi-stage approach that introduces different perspectives or views to improve the quality of hierarchical clustering of interaction drivers in a contact center. |
| Outcome: | The proposed approach improves the quality of generated clusters on public datasets with minimal query time compared to the current state-of-the-art approaches. |
Investigating the Role and Impact of Disfluency on Summarization (2023.emnlp-industry)
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| Challenge: | Existing studies have focused on disfluency detection and removal, with limited studies into its impact on downstream tasks. |
| Approach: | They propose to incorporate disfluency in summarization models to reduce the impact of replacement disfluencies on natural language processing tasks. |
| Outcome: | The proposed model improves on both public and real-life datasets and shows that it can handle disfluent data with up to 6.99-point degradation in Rouge-L score and replacement disfluencies have the highest negative impact. |
Probing the Depths of Language Models’ Contact-Center Knowledge for Quality Assurance (2024.emnlp-industry)
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| Challenge: | Recent advances in large Language Models (LMs) have significantly enhanced their capabilities across various domains, including natural language understanding and domain knowledge. |
| Approach: | They propose methods to transfer domain-specific knowledge to smaller models by leveraging evaluation plans generated by more knowledgeable models with optional human-in-the-loop refinement to enhance the capabilities of smaller models. |
| Outcome: | The proposed models improve 18.95% on an in-house QA dataset on a contact-center quality assurance task. |