6 accepted papers
Achieving balanced alignment of large language models (LLMs) in terms of Helpfulness, Honesty, and Harmlessness (3H optimization) constitutes a cornerstone of responsible AI. Existing methods like data mixture strategies face limitations, including heavy reliance on expert knowledge and conflicting…
It is time-saving to build a reading assistant for customer service representations (CSRs) when reading user manuals, especially information-rich ones. Current solutions don’t fit the online custom service scenarios well due to the lack of attention to user questions and possible responses. Hence, w…
Large language models (LLMs) are increasingly used to meet user information needs, but their effectiveness in dealing with user queries that contain various types of ambiguity remains unknown, ultimately risking user trust and satisfaction. To this end, we introduce CLAMBER, a benchmark for evaluati…
Equipping a conversational search engine with strategies regarding when to ask clarification questions is becoming increasingly important across various domains. Attributing to the context understanding capability of LLMs and their access to domain-specific sources of knowledge, LLM-based clarificat…
The machine reading comprehension (MRC) of user manuals has huge potential in customer service. However, current methods have trouble answering complex questions. Therefore, we introduce the knowing-how & knowing-that task that requires the model to answer factoid-style, procedure-style, and inconsi…
Efficiently retrieving FAQ questions that match users' intent is essential for online customer service. Existing methods aim to fully utilize the dynamic conversation context to enhance the semantic association between the user query and FAQ questions. However, the conversation context contains noi…