Papers by Mindy Ji
Incremental Summarization for Customer Support via Progressive Note-Taking and Agent Feedback (2025.emnlp-industry)
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| Challenge: | Using a mixtral-87B model, we reduce the time it takes to generate concise notes during conversations, and reduce the amount of time spent on manual review. |
| Approach: | They propose a system that combines a Mixtral-87B model for continuous note generation with a DeBERTa-based classifier to filter trivial content. |
| Outcome: | The proposed system achieved a 3% reduction in case handling time compared to bulk summarization, and high agent satisfaction ratings from surveys. |