Papers by Mia Zhao
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 . |