Papers by Tianhong Gao
Benchmarking and Learning Real-World Customer Service Dialogue (2026.acl-long)
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| Challenge: | Existing benchmarks and training pipelines for industrial intelligent customer service (ICS) focus on task completion and tool correctness. |
| Approach: | They propose a benchmark-to-optimization loop that bridges offline gains to deployment . they propose OlaMind, which distills reusable reasoning patterns from expert dialogues . |
| Outcome: | The proposed benchmark surpasses GPT-5.2 and Gemini 3 Pro on OlaBench . it delivers an average +23.67% issue resolution and -6.6% human transfer rate versus baseline . |