Papers by Nathaniel Mills
Agent Assist through Conversation Analysis (2020.emnlp-demos)
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Kshitij Fadnis, Nathaniel Mills, Jatin Ganhotra, Haggai Roitman, Gaurav Pandey, Doron Cohen, Yosi Mass, Shai Erera, Chulaka Gunasekara, Danish Contractor, Siva Patel, Q. Vera Liao, Sachindra Joshi, Luis Lastras, David Konopnicki
| Challenge: | Using conversational approach to information retrieval for agent assistance, customer support agents are a critical part of an organization's customer support team. |
| Approach: | They propose a conversational approach to information retrieval for agent assistance that monitors an evolving conversation and recommends both responses and URLs of documents. |
| Outcome: | The proposed system monitors an evolving conversation and recommends both responses and URLs of documents the agent can use in replies to their client. |
Conversational Document Prediction to Assist Customer Care Agents (2020.emnlp-main)
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Jatin Ganhotra, Haggai Roitman, Doron Cohen, Nathaniel Mills, Chulaka Gunasekara, Yosi Mass, Sachindra Joshi, Luis Lastras, David Konopnicki
| Challenge: | Using a conversational search system, the agent/system can ask clarification questions and interactively modify the search results as the conversation progresses. |
| Approach: | They propose to use a public dataset to analyze the task of predicting the documents that customer care agents can use to facilitate users’ needs. |
| Outcome: | The proposed model is more efficient than existing models and is more cost-effective than existing ones. |
More Bang for your Context: Virtual Documents for Question Answering over Long Documents (2024.findings-emnlp)
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| Challenge: | Large language models struggle to utilize long contexts efficiently, resulting in a question answering problem. |
| Approach: | They propose a method to generate a short document that contains the most relevant parts for a given context window. |
| Outcome: | The proposed method improves the QA task by providing a short and focused VDoc to the LLM while keeping the context window full. |