44 citations · 197 across the 15 of their papers we have counts for
3 papers · 1 filter
Don't Shoot The Breeze: Topic Continuity Model Using Nonlinear Naive Bayes With Attention
Shu-Ting Pi, Pradeep Bagavan, Yejia Li +2
Utilizing Large Language Models (LLM) as chatbots in diverse business scenarios often presents the challenge of maintaining topic continuity. Abrupt shifts in topics can lead to po…
REIC: RAG-Enhanced Intent Classification at Scale
Ziji Zhang, Michael Yang, Zhiyu Chen +6
Accurate intent classification is critical for efficient routing in customer service, ensuring customers are connected with the most suitable agents while reducing handling times a…
Uncovering Customer Issues through Topological Natural Language Analysis
Shu-Ting Pi, Sidarth Srinivasan, Yuying Zhu +2
E-commerce companies deal with a high volume of customer service requests daily. While a simple annotation system is often used to summarize the topics of customer contacts, thorou…