Mix Data or Merge Models? Balancing the Helpfulness, Honesty, and Harmlessness of Large Language Model via Model Merging

Achieving balanced alignment of large language models (LLMs) in terms of Helpfulness, Honesty, and Harmlessness (3H optimization) constitutes a cornerstone of responsible AI, with existing methods like data mixture strategies facing limitations including reliance on expert knowledge and conflicting optimization signals. While model merging offers a promising alternative by integrating specialized models, its potential for 3H optimization remains underexplored. This paper establishes the first comprehensive benchmark for model merging in 3H-aligned LLMs, systematically evaluating 15 methods (12 training-free merging and 3 data mixture techniques) across 10 datasets associated with 5 annotation dimensions, 2 LLM families, and 2 training paradigms. Our analysis reveals three pivotal insights: (i) previously overlooked collaborative/conflicting relationships among 3H dimensions, (ii) the consistent superiority of model merging over data mixture approaches in balancing alignment trade-offs, and (iii) the critical role of parameter-level conflict resolution through redundant component pruning and outlier mitigation. Building on these findings, we propose R-TSVM, a Reweighting-enhanced Task Singular Vector Merging method that incorporates outlier-aware parameter weighting and sparsity-adaptive rank selection strategies adapted to the heavy-tailed parameter distribution and sparsity for LLMs, further improving LLM alignment across multiple evaluations. We release our trained models for further exploration.

CARE: A Clue-guided Assistant for CSRs to Read User Manuals

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, we propose to develop a time-saving and careful reading assistant for CSRs, named CARE. It can help the CSRs quickly find proper responses from the user manuals via explicit clue chains. Specifically, each of the clue chains is formed by inferring over the user manuals, starting from the question clue aligned with the user question and ending at a possible response. To overcome the shortage of supervised data, we adopt the self-supervised strategy for model learning. The offline experiment shows that CARE is efficient in automatically inferring accurate responses from the user manual. The online experiment further demonstrates the superiority of CARE to reduce CSRs' reading burden and keep high service quality, in particular with >35% decrease in time spent and keeping a >0.75 ICC score.

CLAMBER: A Benchmark of Identifying and Clarifying Ambiguous Information Needs in Large Language Models

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 evaluating LLMs using a well-organized taxonomy. Building upon the taxonomy, we construct ~12K high-quality data to assess the strengths, weaknesses, and potential risks of various off-the-shelf LLMs. Our findings indicate the limited practical utility of current LLMs in identifying and clarifying ambiguous user queries, even enhanced by chain-of-thought (CoT) and few-shot prompting. These techniques may result in overconfidence in LLMs and yield only marginal enhancements in identifying ambiguity. Furthermore, current LLMs fall short in generating high-quality clarifying questions due to a lack of conflict resolution and inaccurate utilization of inherent knowledge. In this paper, CLAMBER presents a guidance and promotes further research on proactive and trustworthy LLMs. Our dataset is available at https://github.com/zt991211/CLAMBER

STYLE: Improving Domain Transferability of Asking Clarification Questions in Large Language Model Powered Conversational Agents

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 clarification strategies feature rapid transfer to various domains in a post-hoc manner. However, they still struggle to deliver promising performance on unseen domains, struggling to achieve effective domain transferability. We take the first step to investigate this issue and existing methods tend to produce one-size-fits-all strategies across diverse domains, limiting their search effectiveness. In response, we introduce a novel method, called Style, to achieve effective domain transferability. Our experimental results indicate that Style bears strong domain transferability, resulting in an average search performance improvement of ~10% on four unseen domains.