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Chatbot-based customer support services have significantly advanced with the introduction of large language models (LLMs), enabling enhanced response quality and broader application across industries. However, while these advancements focus on reducing business costs and improving customer satisfaction, limited attention has been given to the experiences of customer service agents, who are critical to the service ecosystem. A major challenge faced by agents is the stress caused by unnecessary emotional exhaustion from harmful texts, which not only impairs their efficiency but also negatively affects customer satisfaction and business outcomes. In this work, we propose an LLM-powered system designed to enhance the working conditions of customer service agents by addressing emotionally intensive communications. Our proposed system leverages LLMs to transform the tone of customer messages, preserving actionable content while mitigating the emotional impact on human agents. Furthermore, the application is implemented as a Chrome extension, making it highly adaptable and easy to integrate into existing systems. Our method aims to enhance the overall service experience for businesses, customers, and agents.

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Since the launch of ChatGPT, a powerful AI Chatbot developed by OpenAI, large language models (LLMs) have made significant advancements in both academia and industry, bringing about a fundamental engineering paradigm shift in many areas. While LLMs are powerful, it is also crucial to best use their power where "prompt'' plays a core role. However, the booming LLMs themselves, including excellent APIs like ChatGPT, have several inherent limitations: 1) temporal lag of training data, and 2) the lack of physical capabilities to perform external actions. Recently, we have observed the trend of utilizing prompt-based tools to better utilize the power of LLMs for downstream tasks, but a lack of systematic literature and standardized terminology, partly due to the rapid evolution of this field. Therefore, in this work, we survey related prompting tools and promote the concept of the "Prompting Framework" (PF), i.e. the framework for managing, simplifying, and facilitating interaction with large language models. We define the lifecycle of the PF as a hierarchical structure, from bottom to top, namely: Data Level, Base Level, Execute Level, and Service Level. We also systematically depict the overall landscape of the emerging PF field and discuss potential future research and challenges. To continuously track the developments in this area, we maintain a repository at //github.com/lxx0628/Prompting-Framework-Survey, which can be a useful resource sharing platform for both academic and industry in this field.

Large language models (LLMs) have demonstrated impressive capabilities in natural language processing. However, their internal mechanisms are still unclear and this lack of transparency poses unwanted risks for downstream applications. Therefore, understanding and explaining these models is crucial for elucidating their behaviors, limitations, and social impacts. In this paper, we introduce a taxonomy of explainability techniques and provide a structured overview of methods for explaining Transformer-based language models. We categorize techniques based on the training paradigms of LLMs: traditional fine-tuning-based paradigm and prompting-based paradigm. For each paradigm, we summarize the goals and dominant approaches for generating local explanations of individual predictions and global explanations of overall model knowledge. We also discuss metrics for evaluating generated explanations, and discuss how explanations can be leveraged to debug models and improve performance. Lastly, we examine key challenges and emerging opportunities for explanation techniques in the era of LLMs in comparison to conventional machine learning models.

The emergence of large language models (LLMs) has substantially influenced natural language processing, demonstrating exceptional results across various tasks. In this study, we employ ``Introspective Tips" to facilitate LLMs in self-optimizing their decision-making. By introspectively examining trajectories, LLM refines its policy by generating succinct and valuable tips. Our method enhances the agent's performance in both few-shot and zero-shot learning situations by considering three essential scenarios: learning from the agent's past experiences, integrating expert demonstrations, and generalizing across diverse games. Importantly, we accomplish these improvements without fine-tuning the LLM parameters; rather, we adjust the prompt to generalize insights from the three aforementioned situations. Our framework not only supports but also emphasizes the advantage of employing LLM in in-contxt decision-making. Experiments involving over 100 games in TextWorld illustrate the superior performance of our approach.

Visual information extraction (VIE) has attracted considerable attention recently owing to its various advanced applications such as document understanding, automatic marking and intelligent education. Most existing works decoupled this problem into several independent sub-tasks of text spotting (text detection and recognition) and information extraction, which completely ignored the high correlation among them during optimization. In this paper, we propose a robust visual information extraction system (VIES) towards real-world scenarios, which is a unified end-to-end trainable framework for simultaneous text detection, recognition and information extraction by taking a single document image as input and outputting the structured information. Specifically, the information extraction branch collects abundant visual and semantic representations from text spotting for multimodal feature fusion and conversely, provides higher-level semantic clues to contribute to the optimization of text spotting. Moreover, regarding the shortage of public benchmarks, we construct a fully-annotated dataset called EPHOIE (//github.com/HCIILAB/EPHOIE), which is the first Chinese benchmark for both text spotting and visual information extraction. EPHOIE consists of 1,494 images of examination paper head with complex layouts and background, including a total of 15,771 Chinese handwritten or printed text instances. Compared with the state-of-the-art methods, our VIES shows significant superior performance on the EPHOIE dataset and achieves a 9.01% F-score gain on the widely used SROIE dataset under the end-to-end scenario.

Recommender systems exploit interaction history to estimate user preference, having been heavily used in a wide range of industry applications. However, static recommendation models are difficult to answer two important questions well due to inherent shortcomings: (a) What exactly does a user like? (b) Why does a user like an item? The shortcomings are due to the way that static models learn user preference, i.e., without explicit instructions and active feedback from users. The recent rise of conversational recommender systems (CRSs) changes this situation fundamentally. In a CRS, users and the system can dynamically communicate through natural language interactions, which provide unprecedented opportunities to explicitly obtain the exact preference of users. Considerable efforts, spread across disparate settings and applications, have been put into developing CRSs. Existing models, technologies, and evaluation methods for CRSs are far from mature. In this paper, we provide a systematic review of the techniques used in current CRSs. We summarize the key challenges of developing CRSs into five directions: (1) Question-based user preference elicitation. (2) Multi-turn conversational recommendation strategies. (3) Dialogue understanding and generation. (4) Exploitation-exploration trade-offs. (5) Evaluation and user simulation. These research directions involve multiple research fields like information retrieval (IR), natural language processing (NLP), and human-computer interaction (HCI). Based on these research directions, we discuss some future challenges and opportunities. We provide a road map for researchers from multiple communities to get started in this area. We hope this survey helps to identify and address challenges in CRSs and inspire future research.

We propose to pre-train a unified language model for both autoencoding and partially autoregressive language modeling tasks using a novel training procedure, referred to as a pseudo-masked language model (PMLM). Given an input text with masked tokens, we rely on conventional masks to learn inter-relations between corrupted tokens and context via autoencoding, and pseudo masks to learn intra-relations between masked spans via partially autoregressive modeling. With well-designed position embeddings and self-attention masks, the context encodings are reused to avoid redundant computation. Moreover, conventional masks used for autoencoding provide global masking information, so that all the position embeddings are accessible in partially autoregressive language modeling. In addition, the two tasks pre-train a unified language model as a bidirectional encoder and a sequence-to-sequence decoder, respectively. Our experiments show that the unified language models pre-trained using PMLM achieve new state-of-the-art results on a wide range of natural language understanding and generation tasks across several widely used benchmarks.

Pre-trained language representation models, such as BERT, capture a general language representation from large-scale corpora, but lack domain-specific knowledge. When reading a domain text, experts make inferences with relevant knowledge. For machines to achieve this capability, we propose a knowledge-enabled language representation model (K-BERT) with knowledge graphs (KGs), in which triples are injected into the sentences as domain knowledge. However, too much knowledge incorporation may divert the sentence from its correct meaning, which is called knowledge noise (KN) issue. To overcome KN, K-BERT introduces soft-position and visible matrix to limit the impact of knowledge. K-BERT can easily inject domain knowledge into the models by equipped with a KG without pre-training by-self because it is capable of loading model parameters from the pre-trained BERT. Our investigation reveals promising results in twelve NLP tasks. Especially in domain-specific tasks (including finance, law, and medicine), K-BERT significantly outperforms BERT, which demonstrates that K-BERT is an excellent choice for solving the knowledge-driven problems that require experts.

Graph convolutional network (GCN) has been successfully applied to many graph-based applications; however, training a large-scale GCN remains challenging. Current SGD-based algorithms suffer from either a high computational cost that exponentially grows with number of GCN layers, or a large space requirement for keeping the entire graph and the embedding of each node in memory. In this paper, we propose Cluster-GCN, a novel GCN algorithm that is suitable for SGD-based training by exploiting the graph clustering structure. Cluster-GCN works as the following: at each step, it samples a block of nodes that associate with a dense subgraph identified by a graph clustering algorithm, and restricts the neighborhood search within this subgraph. This simple but effective strategy leads to significantly improved memory and computational efficiency while being able to achieve comparable test accuracy with previous algorithms. To test the scalability of our algorithm, we create a new Amazon2M data with 2 million nodes and 61 million edges which is more than 5 times larger than the previous largest publicly available dataset (Reddit). For training a 3-layer GCN on this data, Cluster-GCN is faster than the previous state-of-the-art VR-GCN (1523 seconds vs 1961 seconds) and using much less memory (2.2GB vs 11.2GB). Furthermore, for training 4 layer GCN on this data, our algorithm can finish in around 36 minutes while all the existing GCN training algorithms fail to train due to the out-of-memory issue. Furthermore, Cluster-GCN allows us to train much deeper GCN without much time and memory overhead, which leads to improved prediction accuracy---using a 5-layer Cluster-GCN, we achieve state-of-the-art test F1 score 99.36 on the PPI dataset, while the previous best result was 98.71 by [16]. Our codes are publicly available at //github.com/google-research/google-research/tree/master/cluster_gcn.

The cross-domain recommendation technique is an effective way of alleviating the data sparsity in recommender systems by leveraging the knowledge from relevant domains. Transfer learning is a class of algorithms underlying these techniques. In this paper, we propose a novel transfer learning approach for cross-domain recommendation by using neural networks as the base model. We assume that hidden layers in two base networks are connected by cross mappings, leading to the collaborative cross networks (CoNet). CoNet enables dual knowledge transfer across domains by introducing cross connections from one base network to another and vice versa. CoNet is achieved in multi-layer feedforward networks by adding dual connections and joint loss functions, which can be trained efficiently by back-propagation. The proposed model is evaluated on two real-world datasets and it outperforms baseline models by relative improvements of 3.56\% in MRR and 8.94\% in NDCG, respectively.

In order to answer natural language questions over knowledge graphs, most processing pipelines involve entity and relation linking. Traditionally, entity linking and relation linking has been performed either as dependent sequential tasks or independent parallel tasks. In this paper, we propose a framework called "EARL", which performs entity linking and relation linking as a joint single task. EARL uses a graph connection based solution to the problem. We model the linking task as an instance of the Generalised Travelling Salesman Problem (GTSP) and use GTSP approximate algorithm solutions. We later develop EARL which uses a pair-wise graph-distance based solution to the problem.The system determines the best semantic connection between all keywords of the question by referring to a knowledge graph. This is achieved by exploiting the "connection density" between entity candidates and relation candidates. The "connection density" based solution performs at par with the approximate GTSP solution.We have empirically evaluated the framework on a dataset with 5000 questions. Our system surpasses state-of-the-art scores for entity linking task by reporting an accuracy of 0.65 to 0.40 from the next best entity linker.

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