LLM-Based Insight Extraction for Contact Center Analytics and Cost-Efficient Deployment

Large Language Models have transformed the Contact Center industry, manifesting in enhanced self-service tools, streamlined administrative processes, and augmented agent productivity. This paper delineates our system that automates call driver generation, which serves as the foundation for tasks such as topic modeling, incoming call classification, trend detection, and FAQ generation, delivering actionable insights for contact center agents and administrators to consume. We present a cost-efficient LLM system design, with 1) a comprehensive evaluation of proprietary, open-weight, and fine-tuned models and 2) cost-efficient strategies, and 3) the corresponding cost analysis when deployed in production environments.

Evaluating Pretrained Transformer Models for Entity Linking in Task-Oriented Dialog

The wide applicability of pretrained transformer models (PTMs) for natural language tasks is well demonstrated, but their ability to comprehend short phrases of text is less explored. To this end, we evaluate different PTMs from the lens of unsupervised Entity Linking in task-oriented dialog across 5 characteristics -- syntactic, semantic, short-forms, numeric and phonetic. Our results demonstrate that several of the PTMs produce sub-par results when compared to traditional techniques, albeit competitive to other neural baselines. We find that some of their shortcomings can be addressed by using PTMs fine-tuned for text-similarity tasks, which illustrate an improved ability in comprehending semantic and syntactic correspondences, as well as some improvements for short-forms, numeric and phonetic variations in entity mentions. We perform qualitative analysis to understand nuances in their predictions and discuss scope for further improvements. Code can be found at https://github.com/murali1996/el_tod

Towards Inference-Oriented Reading Comprehension: ParallelQA

In this paper, we investigate the tendency of end-to-end neural Machine Reading Comprehension (MRC) models to match shallow patterns rather than perform inference-oriented reasoning on RC benchmarks. We aim to test the ability of these systems to answer questions which focus on referential inference. We propose ParallelQA, a strategy to formulate such questions using parallel passages. We also demonstrate that existing neural models fail to generalize well to this setting.