Improving customer service with automatic topic detection in user emails

This study introduces a novel Natural Language Processing pipeline that enhances customer service efficiency at Telekom Srbija, a leading Serbian telecommunications company, through automated email topic detection and labelling. Central to the pipeline is BERTopic, a modular architecture that allows unsupervised topic modelling. After a series of preprocessing and post-processing steps, we assign one of 12 topics and several additional labels to incoming emails, allowing customer service to filter and access them through a custom-made application. The model's performance was evaluated by assessing the speed and correctness of the automatically assigned topics across a test dataset of 100 customer emails. The pipeline shows broad applicability across languages, particularly for those that are low-resourced and morphologically rich. The system now operates in the company's production environment, streamlining customer service operations through automated email classification.

Scientific QA System with Verifiable Answers

In this paper, we introduce the VerifAI project, a pioneering open-source scientific question-answering system, designed to provide answers that are not only referenced but also automatically vetted and verifiable. The components of the system are (1) an Information Retrieval system combining semantic and lexical search techniques over scientific papers (PubMed), (2) a Retrieval-Augmented Generation (RAG) module using fine-tuned generative model (Mistral 7B) and retrieved articles to generate claims with references to the articles from which it was derived, and (3) a Verification engine, based on a fine-tuned DeBERTa and XLM-RoBERTa models on Natural Language Inference task using SciFACT dataset. The verification engine cross-checks the generated claim and the article from which the claim was derived, verifying whether there may have been any hallucinations in generating the claim. By leveraging the Information Retrieval and RAG modules, Verif.ai excels in generating factual information from a vast array of scientific sources. At the same time, the Verification engine rigorously double-checks this output, ensuring its accuracy and reliability. This dual-stage process plays a crucial role in acquiring and confirming factual information, significantly enhancing the information landscape. Our methodology could significantly enhance scientists' productivity, concurrently fostering trust in applying generative language models within scientific domains, where hallucinations and misinformation are unacceptable.

How do you know that? Teaching Generative Language Models to Reference Answers to Biomedical Questions

Large language models (LLMs) have recently become the leading source of answers for users' questions online. Despite their ability to offer eloquent answers, their accuracy and reliability can pose a significant challenge. This is especially true for sensitive domains such as biomedicine, where there is a higher need for factually correct answers. This paper introduces a biomedical retrieval-augmented generation (RAG) system designed to enhance the reliability of generated responses. The system is based on a fine-tuned LLM for the referenced question-answering, where retrieved relevant abstracts from PubMed are passed to LLM's context as input through a prompt. Its output is an answer based on PubMed abstracts, where each statement is referenced accordingly, allowing the users to verify the answer. Our retrieval system achieves an absolute improvement of 23% compared to the PubMed search engine. Based on the manual evaluation on a small sample, our fine-tuned LLM component achieves comparable results to GPT-4 Turbo in referencing relevant abstracts. We make the dataset used to fine-tune the models and the fine-tuned models based on Mistral-7B-instruct-v0.1 and v0.2 publicly available.

Multilingual transformer and BERTopic for short text topic modeling: The case of Serbian

This paper presents the results of the first application of BERTopic, a state-of-the-art topic modeling technique, to short text written in a morphologi-cally rich language. We applied BERTopic with three multilingual embed-ding models on two levels of text preprocessing (partial and full) to evalu-ate its performance on partially preprocessed short text in Serbian. We also compared it to LDA and NMF on fully preprocessed text. The experiments were conducted on a dataset of tweets expressing hesitancy toward COVID-19 vaccination. Our results show that with adequate parameter setting, BERTopic can yield informative topics even when applied to partially pre-processed short text. When the same parameters are applied in both prepro-cessing scenarios, the performance drop on partially preprocessed text is minimal. Compared to LDA and NMF, judging by the keywords, BERTopic offers more informative topics and gives novel insights when the number of topics is not limited. The findings of this paper can be significant for re-searchers working with other morphologically rich low-resource languages and short text.