Papers with human agents
The economic trade-offs of large language models: A case study (2023.acl-industry)
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Kristen Howell, Gwen Christian, Pavel Fomitchov, Gitit Kehat, Julianne Marzulla, Leanne Rolston, Jadin Tredup, Ilana Zimmerman, Ethan Selfridge, Joseph Bradley
| Challenge: | Large Language Models (LLMs) are a natural fit for contact-based customer service, but their efficacy must be balanced with the cost of training and serving them. |
| Approach: | They propose a cost framework for evaluating an NLP model’s utility for the enterprise as a function of the usefulness of the responses that they generate. |
| Outcome: | The proposed model can be used to help human agents handle complex customer service calls and can be modified to improve their performance. |
LLM-Based Dialogue Labeling for Multiturn Adaptive RAG (2025.emnlp-industry)
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Zhiyu Chen, Biancen Xie, Sidarth Srinivasan, Manikandarajan Ramanathan, Rajashekar Maragoud, Qun Liu
| Challenge: | Retrieval-Augmented Generation (RAG) models integrate large language models with external knowledge retrieval . however, building multi-turn RAG-based chatbots for real-world customer service requires additional complexities. |
| Approach: | They propose methods to automatically generate labels for adaptive retrieval components using real customer-agent dialogue data. |
| Outcome: | The proposed method generates labels for components using real customer-agent dialogue data. |
Exploring a Unified Sequence-To-Sequence Transformer for Medical Product Safety Monitoring in Social Media (2021.findings-emnlp)
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| Challenge: | Adverse Events (AEs) are harmful events resulting from the use of medical products. |
| Approach: | They propose a model that combines sequence-to-sequence learning with language transfer capabilities to improve model robustness. |
| Outcome: | The proposed approach achieves strong performance over baselines on English benchmarks. |
When and Who? Conversation Transition Based on Bot-Agent Symbiosis Learning Network (2020.coling-main)
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| Challenge: | a bot-agent symbiosis is a method for transparent conversation transition in online customer service applications. |
| Approach: | They propose a bot-agent symbiosis approach to solve conversation transition problems . they provide user feedback and develop deep neural networks to predict the NPS . |
| Outcome: | The proposed approach outperforms state-of-the-art methods on real-time data generated from an online service support platform. |
Language Models as Agent Models (2022.findings-emnlp)
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| Challenge: | Language models (LMs) are trained on collections of documents written by individual human agents to achieve specific goals in the outside world. |
| Approach: | a new study shows that language models are models of communicative intentions in a specific, narrow sense . despite recent progress, today's language models still make odd predictions and conspicuous errors . |
| Outcome: | a survey of LMs shows that they can model communicative intentions in a specific, narrow sense . despite recent progress, current models still make odd predictions and conspicuous errors . |