Papers by Mouad Hakam
On Assigning Product and Software Codes to Customer Service Requests with Large Language Models (2025.emnlp-industry)
Copied to clipboard
| Challenge: | In a technology company, quality of customer service is a crucial asset. |
| Approach: | They propose to use Large Language Models to assign product names and software version labels to customer Service Requests (SRs) they frame assignment as multiple-choice question answering task instead of conventional prompts . |
| Outcome: | The proposed model can identify product names and software versions when they are mentioned with over 90% accuracy while cutting LLM costs by 40-60% on average. |
Pro-QuEST: A Prompt-chain based Quiz Engine for testing Specialized Technical Product Knowledge (2026.eacl-demo)
Copied to clipboard
| Challenge: | Specialized benchmarks can be leveraged to create quizzes that can effectively train engineering and marketing personnel on novel product offerings in a continually growing Cisco product space. |
| Approach: | They propose to generate multiple-choice questions using domain-specific prompts using a set of professional certification textbooks and a range of latest open-source and proprietary LLMs. |
| Outcome: | The proposed quiz engine generates multiple-choice questions using domain-specific prompts and a range of latest open-source, and proprietary LLMs. |