Daily Papers

Effective customer support requires not only accurate problem solving but also structured and empathetic communication aligned with professional standards. However, existing dialogue datasets often lack strategic guidance, and real-world service data is difficult to access and annotate. To address this, we introduce the task of Customer Support Conversation (CSC), aimed at training customer service agents to respond using well-defined support strategies. We propose a structured CSC framework grounded in COPC guidelines, defining five conversational stages and twelve strategies to guide high-quality interactions. Based on this, we construct CSConv, an evaluation dataset of 1,855 real-world customer-agent conversations rewritten using LLMs to reflect deliberate strategy use, and annotated accordingly. Additionally, we develop a role-playing approach that simulates strategy-rich conversations using LLM-powered roles aligned with the CSC framework, resulting in the training dataset RoleCS. Experiments show that fine-tuning strong LLMs on RoleCS significantly improves their ability to generate high-quality, strategy-aligned responses on CSConv. Human evaluations further confirm gains in problem resolution. All code and data will be made publicly available at https://github.com/aliyun/qwen-dianjin.

Despite growing interest in applications based on natural customer support conversations, there exist remarkably few publicly available datasets that reflect the expected characteristics of conversations in these settings. Existing task-oriented dialogue datasets, which were collected to benchmark dialogue systems mainly in written human-to-bot settings, are not representative of real customer support conversations and do not provide realistic benchmarks for systems that are applied to natural data. To address this gap, we introduce NatCS, a multi-domain collection of spoken customer service conversations. We describe our process for collecting synthetic conversations between customers and agents based on natural language phenomena observed in real conversations. Compared to previous dialogue datasets, the conversations collected with our approach are more representative of real human-to-human conversations along multiple metrics. Finally, we demonstrate potential uses of NatCS, including dialogue act classification and intent induction from conversations as potential applications, showing that dialogue act annotations in NatCS provide more effective training data for modeling real conversations compared to existing synthetic written datasets. We publicly release NatCS to facilitate research in natural dialog systems

In the digital age, the dynamics of customer service are evolving, driven by technological advancements and the integration of Large Language Models (LLMs). This research paper introduces a groundbreaking approach to automating customer service using LangChain, a custom LLM tailored for organizations. The paper explores the obsolescence of traditional customer support techniques, particularly Frequently Asked Questions (FAQs), and proposes a paradigm shift towards responsive, context-aware, and personalized customer interactions. The heart of this innovation lies in the fusion of open-source methodologies, web scraping, fine-tuning, and the seamless integration of LangChain into customer service platforms. This open-source state-of-the-art framework, presented as "Sahaay," demonstrates the ability to scale across industries and organizations, offering real-time support and query resolution. Key elements of this research encompass data collection via web scraping, the role of embeddings, the utilization of Google's Flan T5 XXL, Base and Small language models for knowledge retrieval, and the integration of the chatbot into customer service platforms. The results section provides insights into their performance and use cases, here particularly within an educational institution. This research heralds a new era in customer service, where technology is harnessed to create efficient, personalized, and responsive interactions. Sahaay, powered by LangChain, redefines the customer-company relationship, elevating customer retention, value extraction, and brand image. As organizations embrace LLMs, customer service becomes a dynamic and customer-centric ecosystem.

This study critically distinguishes between AI Agents and Agentic AI, offering a structured conceptual taxonomy, application mapping, and challenge analysis to clarify their divergent design philosophies and capabilities. We begin by outlining the search strategy and foundational definitions, characterizing AI Agents as modular systems driven by Large Language Models (LLMs) and Large Image Models (LIMs) for narrow, task-specific automation. Generative AI is positioned as a precursor, with AI Agents advancing through tool integration, prompt engineering, and reasoning enhancements. In contrast, Agentic AI systems represent a paradigmatic shift marked by multi-agent collaboration, dynamic task decomposition, persistent memory, and orchestrated autonomy. Through a sequential evaluation of architectural evolution, operational mechanisms, interaction styles, and autonomy levels, we present a comparative analysis across both paradigms. Application domains such as customer support, scheduling, and data summarization are contrasted with Agentic AI deployments in research automation, robotic coordination, and medical decision support. We further examine unique challenges in each paradigm including hallucination, brittleness, emergent behavior, and coordination failure and propose targeted solutions such as ReAct loops, RAG, orchestration layers, and causal modeling. This work aims to provide a definitive roadmap for developing robust, scalable, and explainable AI agent and Agentic AI-driven systems. >AI Agents, Agent-driven, Vision-Language-Models, Agentic AI Decision Support System, Agentic-AI Applications

Tool-augmented LLMs are a promising approach to create AI agents that can have realistic conversations, follow procedures, and call appropriate functions. However, evaluating them is challenging due to the diversity of possible conversations, and existing datasets focus only on single interactions and function-calling. We present a test generation pipeline to evaluate LLMs as conversational AI agents. Our framework uses LLMs to generate diverse tests grounded on user-defined procedures. For that, we use intermediate graphs to limit the LLM test generator's tendency to hallucinate content that is not grounded on input procedures, and enforces high coverage of the possible conversations. Additionally, we put forward ALMITA, a manually curated dataset for evaluating AI agents in customer support, and use it to evaluate existing LLMs. Our results show that while tool-augmented LLMs perform well in single interactions, they often struggle to handle complete conversations. While our focus is on customer support, our method is general and capable of AI agents for different domains.

Large language models (LLMs) remain unreliable for global enterprise applications due to substantial performance gaps between high-resource and mid/low-resource languages, driven by English-centric pretraining and internal reasoning biases. This inconsistency undermines customer experience and operational reliability in multilingual settings such as customer support, content moderation, and information retrieval. Even with advanced Retrieval-Augmented Generation (RAG) systems, we observe up to an 29% accuracy drop in non-English languages compared to English. We propose a practical, batch-wise alignment strategy for fine-tuning LLMs, leveraging semantically equivalent multilingual data in each training batch to directly align model outputs across languages. This approach improves non-English accuracy by up to 23.9\% without compromising English performance, model reasoning, or retrieval quality. Our method is simple to implement, scalable, and integrates seamlessly with existing LLM training \& deployment pipelines, enabling more robust and equitable multilingual AI solutions in industry.

Retrieval-Augmented Generation (RAG) is a cornerstone of modern question answering (QA) systems, enabling grounded answers based on external knowledge. Although recent progress has been driven by open-domain datasets, enterprise QA systems need datasets that mirror the concrete, domain-specific issues users raise in day-to-day support scenarios. Critically, evaluating end-to-end RAG systems requires benchmarks comprising not only question--answer pairs but also the specific knowledge base (KB) snapshot from which answers were derived. To address this need, we introduce WixQA, a benchmark suite featuring QA datasets precisely grounded in the released KB corpus, enabling holistic evaluation of retrieval and generation components. WixQA includes three distinct QA datasets derived from Wix.com customer support interactions and grounded in a snapshot of the public Wix Help Center KB: (i) WixQA-ExpertWritten, 200 real user queries with expert-authored, multi-step answers; (ii) WixQA-Simulated, 200 expert-validated QA pairs distilled from user dialogues; and (iii) WixQA-Synthetic, 6,222 LLM-generated QA pairs, with one pair systematically derived from each article in the knowledge base. We release the KB snapshot alongside the datasets under MIT license and provide comprehensive baseline results, forming a unique benchmark for evaluating enterprise RAG systems in realistic enterprise environments.

Large language models (LLMs) are often deployed to perform constrained tasks, with narrow domains. For example, customer support bots can be built on top of LLMs, relying on their broad language understanding and capabilities to enhance performance. However, these LLMs are adversarially susceptible, potentially generating outputs outside the intended domain. To formalize, assess, and mitigate this risk, we introduce domain certification; a guarantee that accurately characterizes the out-of-domain behavior of language models. We then propose a simple yet effective approach, which we call VALID that provides adversarial bounds as a certificate. Finally, we evaluate our method across a diverse set of datasets, demonstrating that it yields meaningful certificates, which bound the probability of out-of-domain samples tightly with minimum penalty to refusal behavior.

Best practices for high conflict conversations like counseling or customer support almost always include recommendations to paraphrase the previous speaker. Although paraphrase classification has received widespread attention in NLP, paraphrases are usually considered independent from context, and common models and datasets are not applicable to dialog settings. In this work, we investigate paraphrases in dialog (e.g., Speaker 1: "That book is mine." becomes Speaker 2: "That book is yours."). We provide an operationalization of context-dependent paraphrases, and develop a training for crowd-workers to classify paraphrases in dialog. We introduce a dataset with utterance pairs from NPR and CNN news interviews annotated for context-dependent paraphrases. To enable analyses on label variation, the dataset contains 5,581 annotations on 600 utterance pairs. We present promising results with in-context learning and with token classification models for automatic paraphrase detection in dialog.

We introduce TechQA, a domain-adaptation question answering dataset for the technical support domain. The TechQA corpus highlights two real-world issues from the automated customer support domain. First, it contains actual questions posed by users on a technical forum, rather than questions generated specifically for a competition or a task. Second, it has a real-world size -- 600 training, 310 dev, and 490 evaluation question/answer pairs -- thus reflecting the cost of creating large labeled datasets with actual data. Consequently, TechQA is meant to stimulate research in domain adaptation rather than being a resource to build QA systems from scratch. The dataset was obtained by crawling the IBM Developer and IBM DeveloperWorks forums for questions with accepted answers that appear in a published IBM Technote---a technical document that addresses a specific technical issue. We also release a collection of the 801,998 publicly available Technotes as of April 4, 2019 as a companion resource that might be used for pretraining, to learn representations of the IT domain language.

Large language models are extensively applied across a wide range of tasks, such as customer support, content creation, educational tutoring, and providing financial guidance. However, a well-known drawback is their predisposition to generate hallucinations. This damages the trustworthiness of the information these models provide, impacting decision-making and user confidence. We propose a method to detect hallucinations by looking at the structure of the latent space and finding associations within hallucinated and non-hallucinated generations. We create a graph structure that connects generations that lie closely in the embedding space. Moreover, we employ a Graph Attention Network which utilizes message passing to aggregate information from neighboring nodes and assigns varying degrees of importance to each neighbor based on their relevance. Our findings show that 1) there exists a structure in the latent space that differentiates between hallucinated and non-hallucinated generations, 2) Graph Attention Networks can learn this structure and generalize it to unseen generations, and 3) the robustness of our method is enhanced when incorporating contrastive learning. When evaluated against evidence-based benchmarks, our model performs similarly without access to search-based methods.

Response retrieval is a subset of neural ranking in which a model selects a suitable response from a set of candidates given a conversation history. Retrieval-based chat-bots are typically employed in information seeking conversational systems such as customer support agents. In order to make pairwise comparisons between a conversation history and a candidate response, two approaches are common: cross-encoders performing full self-attention over the pair and bi-encoders encoding the pair separately. The former gives better prediction quality but is too slow for practical use. In this paper, we propose a new cross-encoder architecture and transfer knowledge from this model to a bi-encoder model using distillation. This effectively boosts bi-encoder performance at no cost during inference time. We perform a detailed analysis of this approach on three response retrieval datasets.

Machine Reading Comprehension (MRC) is a task that requires machine to understand natural language and answer questions by reading a document. It is the core of automatic response technology such as chatbots and automatized customer supporting systems. We present Korean Question Answering Dataset(KorQuAD), a large-scale Korean dataset for extractive machine reading comprehension task. It consists of 70,000+ human generated question-answer pairs on Korean Wikipedia articles. We release KorQuAD1.0 and launch a challenge at https://KorQuAD.github.io to encourage the development of multilingual natural language processing research.

Enterprise search systems often struggle to retrieve accurate, domain-specific information due to semantic mismatches and overlapping terminologies. These issues can degrade the performance of downstream applications such as knowledge management, customer support, and retrieval-augmented generation agents. To address this challenge, we propose a scalable hard-negative mining framework tailored specifically for domain-specific enterprise data. Our approach dynamically selects semantically challenging but contextually irrelevant documents to enhance deployed re-ranking models. Our method integrates diverse embedding models, performs dimensionality reduction, and uniquely selects hard negatives, ensuring computational efficiency and semantic precision. Evaluation on our proprietary enterprise corpus (cloud services domain) demonstrates substantial improvements of 15\% in MRR@3 and 19\% in MRR@10 compared to state-of-the-art baselines and other negative sampling techniques. Further validation on public domain-specific datasets (FiQA, Climate Fever, TechQA) confirms our method's generalizability and readiness for real-world applications.

Prompting ChatGPT to achieve complex goals (e.g., creating a customer support chatbot) often demands meticulous prompt engineering, including aspects like fluent writing and chain-of-thought techniques. While emerging prompt optimizers can automatically refine many of these aspects, we argue that clearly conveying customized requirements (e.g., how to handle diverse inputs) remains a human-centric challenge. In this work, we introduce Requirement-Oriented Prompt Engineering (ROPE), a paradigm that focuses human attention on generating clear, complete requirements during prompting. We implement ROPE through an assessment and training suite that provides deliberate practice with LLM-generated feedback. In a study with 30 novices, we show that requirement-focused training doubles novices' prompting performance, significantly outperforming conventional prompt engineering training and prompt optimization. We also demonstrate that high-quality LLM outputs are directly tied to the quality of input requirements. Our work paves the way for more effective task delegation in human-LLM collaborative prompting.

Pre-training Transformers has shown promising results on open-domain and domain-specific downstream tasks. However, state-of-the-art Transformers require an unreasonably large amount of pre-training data and compute. In this paper, we propose FPDM (Fast Pre-training Technique using Document Level Metadata), a novel, compute-efficient framework that utilizes Document metadata and Domain-Specific Taxonomy as supervision signals to pre-train transformer encoder on a domain-specific corpus. The main innovation is that during domain-specific pretraining, an open-domain encoder is continually pre-trained using sentence-level embeddings as inputs (to accommodate long documents), however, fine-tuning is done with token-level embeddings as inputs to this encoder. We show that FPDM outperforms several transformer-based baselines in terms of character-level F1 scores and other automated metrics in the Customer Support, Scientific, and Legal Domains, and shows a negligible drop in performance on open-domain benchmarks. Importantly, the novel use of document-level supervision along with sentence-level embedding input for pre-training reduces pre-training compute by around 1,000, 4,500, and 500 times compared to MLM and/or NSP in Customer Support, Scientific, and Legal Domains, respectively. Code and datasets are available at https://bit.ly/FPDMCode.

We introduce CallCenterEN, a large-scale (91,706 conversations, corresponding to 10448 audio hours), real-world English call center transcript dataset designed to support research and development in customer support and sales AI systems. This is the largest release to-date of open source call center transcript data of this kind. The dataset includes inbound and outbound calls between agents and customers, with accents from India, the Philippines and the United States. The dataset includes high-quality, PII-redacted human-readable transcriptions. All personally identifiable information (PII) has been rigorously removed to ensure compliance with global data protection laws. The audio is not included in the public release due to biometric privacy concerns. Given the scarcity of publicly available real-world call center datasets, CallCenterEN fills a critical gap in the landscape of available ASR corpora, and is released under a CC BY-NC 4.0 license for non-commercial research use.

Large Language Models (LLMs), such as ChatGPT and Bard, have revolutionized natural language understanding and generation. They possess deep language comprehension, human-like text generation capabilities, contextual awareness, and robust problem-solving skills, making them invaluable in various domains (e.g., search engines, customer support, translation). In the meantime, LLMs have also gained traction in the security community, revealing security vulnerabilities and showcasing their potential in security-related tasks. This paper explores the intersection of LLMs with security and privacy. Specifically, we investigate how LLMs positively impact security and privacy, potential risks and threats associated with their use, and inherent vulnerabilities within LLMs. Through a comprehensive literature review, the paper categorizes the papers into "The Good" (beneficial LLM applications), "The Bad" (offensive applications), and "The Ugly" (vulnerabilities of LLMs and their defenses). We have some interesting findings. For example, LLMs have proven to enhance code security (code vulnerability detection) and data privacy (data confidentiality protection), outperforming traditional methods. However, they can also be harnessed for various attacks (particularly user-level attacks) due to their human-like reasoning abilities. We have identified areas that require further research efforts. For example, Research on model and parameter extraction attacks is limited and often theoretical, hindered by LLM parameter scale and confidentiality. Safe instruction tuning, a recent development, requires more exploration. We hope that our work can shed light on the LLMs' potential to both bolster and jeopardize cybersecurity.

A broad use case of large language models (LLMs) is in goal-directed decision-making tasks (or "agent" tasks), where an LLM needs to not just generate completions for a given prompt, but rather make intelligent decisions over a multi-turn interaction to accomplish a task (e.g., when interacting with the web, using tools, or providing customer support). Reinforcement learning (RL) provides a general paradigm to address such agent tasks, but current RL methods for LLMs largely focus on optimizing single-turn rewards. By construction, most single-turn RL methods cannot endow LLMs with the ability to intelligently seek information over multiple turns, perform credit assignment, or reason about their past actions -- all of which are critical in agent tasks. This raises the question: how can we design effective and efficient multi-turn RL algorithms for LLMs? In this paper, we develop a framework for building multi-turn RL algorithms for fine-tuning LLMs, that preserves the flexibility of existing single-turn RL methods for LLMs (e.g., proximal policy optimization), while accommodating multiple turns, long horizons, and delayed rewards effectively. To do this, our framework adopts a hierarchical RL approach and runs two RL algorithms in parallel: a high-level off-policy value-based RL algorithm to aggregate reward over utterances, and a low-level RL algorithm that utilizes this high-level value function to train a token policy within each utterance or turn. Our hierarchical framework, Actor-Critic Framework with a Hierarchical Structure (ArCHer), can also give rise to other RL methods. Empirically, we find that ArCHer significantly improves efficiency and performance on agent tasks, attaining a sample efficiency of about 100x over existing methods, while also improving with larger model capacity (upto the 7 billion scale that we tested on).

In customer service technical support, swiftly and accurately retrieving relevant past issues is critical for efficiently resolving customer inquiries. The conventional retrieval methods in retrieval-augmented generation (RAG) for large language models (LLMs) treat a large corpus of past issue tracking tickets as plain text, ignoring the crucial intra-issue structure and inter-issue relations, which limits performance. We introduce a novel customer service question-answering method that amalgamates RAG with a knowledge graph (KG). Our method constructs a KG from historical issues for use in retrieval, retaining the intra-issue structure and inter-issue relations. During the question-answering phase, our method parses consumer queries and retrieves related sub-graphs from the KG to generate answers. This integration of a KG not only improves retrieval accuracy by preserving customer service structure information but also enhances answering quality by mitigating the effects of text segmentation. Empirical assessments on our benchmark datasets, utilizing key retrieval (MRR, Recall@K, NDCG@K) and text generation (BLEU, ROUGE, METEOR) metrics, reveal that our method outperforms the baseline by 77.6% in MRR and by 0.32 in BLEU. Our method has been deployed within LinkedIn's customer service team for approximately six months and has reduced the median per-issue resolution time by 28.6%.

Product Question Answering (PQA) systems are key in e-commerce applications to provide responses to customers' questions as they shop for products. While existing work on PQA focuses mainly on English, in practice there is need to support multiple customer languages while leveraging product information available in English. To study this practical industrial task, we present xPQA, a large-scale annotated cross-lingual PQA dataset in 12 languages across 9 branches, and report results in (1) candidate ranking, to select the best English candidate containing the information to answer a non-English question; and (2) answer generation, to generate a natural-sounding non-English answer based on the selected English candidate. We evaluate various approaches involving machine translation at runtime or offline, leveraging multilingual pre-trained LMs, and including or excluding xPQA training data. We find that (1) In-domain data is essential as cross-lingual rankers trained on other domains perform poorly on the PQA task; (2) Candidate ranking often prefers runtime-translation approaches while answer generation prefers multilingual approaches; (3) Translating offline to augment multilingual models helps candidate ranking mainly on languages with non-Latin scripts; and helps answer generation mainly on languages with Latin scripts. Still, there remains a significant performance gap between the English and the cross-lingual test sets.

Grounding natural language instructions on the web to perform previously unseen tasks enables accessibility and automation. We introduce a task and dataset to train AI agents from open-domain, step-by-step instructions originally written for people. We build RUSS (Rapid Universal Support Service) to tackle this problem. RUSS consists of two models: First, a BERT-LSTM with pointers parses instructions to ThingTalk, a domain-specific language we design for grounding natural language on the web. Then, a grounding model retrieves the unique IDs of any webpage elements requested in ThingTalk. RUSS may interact with the user through a dialogue (e.g. ask for an address) or execute a web operation (e.g. click a button) inside the web runtime. To augment training, we synthesize natural language instructions mapped to ThingTalk. Our dataset consists of 80 different customer service problems from help websites, with a total of 741 step-by-step instructions and their corresponding actions. RUSS achieves 76.7% end-to-end accuracy predicting agent actions from single instructions. It outperforms state-of-the-art models that directly map instructions to actions without ThingTalk. Our user study shows that RUSS is preferred by actual users over web navigation.

Emotional support is a crucial ability for many conversation scenarios, including social interactions, mental health support, and customer service chats. Following reasonable procedures and using various support skills can help to effectively provide support. However, due to the lack of a well-designed task and corpora of effective emotional support conversations, research on building emotional support into dialog systems remains untouched. In this paper, we define the Emotional Support Conversation (ESC) task and propose an ESC Framework, which is grounded on the Helping Skills Theory. We construct an Emotion Support Conversation dataset (ESConv) with rich annotation (especially support strategy) in a help-seeker and supporter mode. To ensure a corpus of high-quality conversations that provide examples of effective emotional support, we take extensive effort to design training tutorials for supporters and several mechanisms for quality control during data collection. Finally, we evaluate state-of-the-art dialog models with respect to the ability to provide emotional support. Our results show the importance of support strategies in providing effective emotional support and the utility of ESConv in training more emotional support systems.

Customer churn, the discontinuation of services by existing customers, poses a significant challenge to the telecommunications industry. This paper proposes a novel adaptive ensemble learning framework for highly accurate customer churn prediction. The framework integrates multiple base models, including XGBoost, LightGBM, LSTM, a Multi-Layer Perceptron (MLP) neural network, and Support Vector Machine (SVM). These models are strategically combined using a stacking ensemble method, further enhanced by meta-feature generation from base model predictions. A rigorous data preprocessing pipeline, coupled with a multi-faceted feature engineering approach, optimizes model performance. The framework is evaluated on three publicly available telecom churn datasets, demonstrating substantial accuracy improvements over state-of-the-art techniques. The research achieves a remarkable 99.28% accuracy, signifying a major advancement in churn prediction.The implications of this research for developing proactive customer retention strategies withinthe telecommunications industry are discussed.

We introduce Shakti, a 2.5 billion parameter language model specifically optimized for resource-constrained environments such as edge devices, including smartphones, wearables, and IoT systems. Shakti combines high-performance NLP with optimized efficiency and precision, making it ideal for real-time AI applications where computational resources and memory are limited. With support for vernacular languages and domain-specific tasks, Shakti excels in industries such as healthcare, finance, and customer service. Benchmark evaluations demonstrate that Shakti performs competitively against larger models while maintaining low latency and on-device efficiency, positioning it as a leading solution for edge AI.

Emotional support is a crucial skill for many real-world scenarios, including caring for the elderly, mental health support, and customer service chats. This paper presents a novel task of empathetic dialog generation with positive emotion elicitation to promote users' positive emotions, similar to that of emotional support between humans. In this task, the agent conducts empathetic responses along with the target of eliciting the user's positive emotions in the multi-turn dialog. To facilitate the study of this task, we collect a large-scale emotional dialog dataset with positive emotion elicitation, called PosEmoDial (about 820k dialogs, 3M utterances). In these dialogs, the agent tries to guide the user from any possible initial emotional state, e.g., sadness, to a positive emotional state. Then we present a positive-emotion-guided dialog generation model with a novel loss function design. This loss function encourages the dialog model to not only elicit positive emotions from users but also ensure smooth emotional transitions along with the whole dialog. Finally, we establish benchmark results on PosEmoDial, and we will release this dataset and related source code to facilitate future studies.

The Polymorphic Combinatorial Framework (PCF) leverages Large Language Models (LLMs) and mathematical frameworks to guide the meta-prompt enabled design of solution spaces and adaptive AI agents for complex, dynamic environments. Unlike static agent architectures, PCF enables real-time parameter reconfiguration through mathematically-grounded combinatorial spaces, allowing agents to adapt their core behavioral traits dynamically. Grounded in combinatorial logic, topos theory, and rough fuzzy set theory, PCF defines a multidimensional SPARK parameter space (Skills, Personalities, Approaches, Resources, Knowledge) to capture agent behaviors. This paper demonstrates how LLMs can parameterize complex spaces and estimate likely parameter values/variabilities. Using PCF, we parameterized mock caf\'e domains (five levels of complexity), estimated variables/variabilities, and conducted over 1.25 million Monte Carlo simulations. The results revealed trends in agent adaptability and performance across the five complexity tiers, with diminishing returns at higher complexity levels highlighting thresholds for scalable designs. PCF enables the generation of optimized agent configurations for specific scenarios while maintaining logical consistency. This framework supports scalable, dynamic, explainable, and ethical AI applications in domains like customer service, healthcare, robotics, and collaborative systems, paving the way for adaptable and cooperative next-generation polymorphic agents.

Large Language models have demonstrated excellent domain-specific question-answering capabilities when finetuned with a particular dataset of that specific domain. However, fine-tuning the models requires a significant amount of training time and a considerable amount of hardware. In this work, we propose CARE (Customer Assistance and Response Engine), a lightweight model made by fine-tuning Phi3.5-mini on very minimal hardware and data, designed to handle queries primarily across three domains: telecommunications support, medical support, and banking support. For telecommunications and banking, the chatbot addresses issues and problems faced by customers regularly in the above-mentioned domains. In the medical domain, CARE provides preliminary support by offering basic diagnoses and medical suggestions that a user might take before consulting a healthcare professional. Since CARE is built on Phi3.5-mini, it can be used even on mobile devices, increasing its usability. Our research also shows that CARE performs relatively well on various medical benchmarks, indicating that it can be used to make basic medical suggestions.

Financial risk prediction plays a crucial role in the financial sector. Machine learning methods have been widely applied for automatically detecting potential risks and thus saving the cost of labor. However, the development in this field is lagging behind in recent years by the following two facts: 1) the algorithms used are somewhat outdated, especially in the context of the fast advance of generative AI and large language models (LLMs); 2) the lack of a unified and open-sourced financial benchmark has impeded the related research for years. To tackle these issues, we propose FinPT and FinBench: the former is a novel approach for financial risk prediction that conduct Profile Tuning on large pretrained foundation models, and the latter is a set of high-quality datasets on financial risks such as default, fraud, and churn. In FinPT, we fill the financial tabular data into the pre-defined instruction template, obtain natural-language customer profiles by prompting LLMs, and fine-tune large foundation models with the profile text to make predictions. We demonstrate the effectiveness of the proposed FinPT by experimenting with a range of representative strong baselines on FinBench. The analytical studies further deepen the understanding of LLMs for financial risk prediction.

Large Language Model (LLM)-based agents are increasingly deployed in real-world applications such as "digital assistants, autonomous customer service, and decision-support systems", where their ability to "interact in multi-turn, tool-augmented environments" makes them indispensable. However, ensuring the safety of these agents remains a significant challenge due to the diverse and complex risks arising from dynamic user interactions, external tool usage, and the potential for unintended harmful behaviors. To address this critical issue, we propose AutoSafe, the first framework that systematically enhances agent safety through fully automated synthetic data generation. Concretely, 1) we introduce an open and extensible threat model, OTS, which formalizes how unsafe behaviors emerge from the interplay of user instructions, interaction contexts, and agent actions. This enables precise modeling of safety risks across diverse scenarios. 2) we develop a fully automated data generation pipeline that simulates unsafe user behaviors, applies self-reflective reasoning to generate safe responses, and constructs a large-scale, diverse, and high-quality safety training dataset-eliminating the need for hazardous real-world data collection. To evaluate the effectiveness of our framework, we design comprehensive experiments on both synthetic and real-world safety benchmarks. Results demonstrate that AutoSafe boosts safety scores by 45% on average and achieves a 28.91% improvement on real-world tasks, validating the generalization ability of our learned safety strategies. These results highlight the practical advancement and scalability of AutoSafe in building safer LLM-based agents for real-world deployment. We have released the project page at https://auto-safe.github.io/.

Customer service is how companies interface with their customers. It can contribute heavily towards the overall customer satisfaction. However, high-quality service can become expensive, creating an incentive to make it as cost efficient as possible and prompting most companies to utilize AI-powered assistants, or "chat bots". On the other hand, human-to-human interaction is still desired by customers, especially when it comes to complex scenarios such as disputes and sensitive topics like bill payment. This raises the bar for customer service agents. They need to accurately understand the customer's question or concern, identify a solution that is acceptable yet feasible (and within the company's policy), all while handling multiple conversations at once. In this work, we introduce "Ask Me Anything" (AMA) as an add-on feature to an agent-facing customer service interface. AMA allows agents to ask questions to a large language model (LLM) on demand, as they are handling customer conversations -- the LLM provides accurate responses in real-time, reducing the amount of context switching the agent needs. In our internal experiments, we find that agents using AMA versus a traditional search experience spend approximately 10% fewer seconds per conversation containing a search, translating to millions of dollars of savings annually. Agents that used the AMA feature provided positive feedback nearly 80% of the time, demonstrating its usefulness as an AI-assisted feature for customer care.

This study explores the proactive ability of LLMs to seek user support. We propose metrics to evaluate the trade-off between performance improvements and user burden, and investigate whether LLMs can determine when to request help under varying information availability. Our experiments show that without external feedback, many LLMs struggle to recognize their need for user support. The findings highlight the importance of external signals and provide insights for future research on improving support-seeking strategies. Source code: https://github.com/appier-research/i-need-help

As retailers around the world increase efforts in developing targeted marketing campaigns for different audiences, predicting accurately which customers are most likely to churn ahead of time is crucial for marketing teams in order to increase business profits. This work presents a deep survival framework to predict which customers are at risk of stopping to purchase with retail companies in non-contractual settings. By leveraging the survival model parameters to be learnt by recurrent neural networks, we are able to obtain individual level survival models for purchasing behaviour based only on individual customer behaviour and avoid time-consuming feature engineering processes usually done when training machine learning models.