2 papers
cs.LG2024
Contact Complexity in Customer Service
Shu-Ting Pi, Michael Yang, Qun Liu
Customers who reach out for customer service support may face a range of issues that vary in complexity. Routing high-complexity contacts to junior agents can lead to multiple tran…
cs.CL2023
DecompEval: Evaluating Generated Texts as Unsupervised Decomposed Question Answering
Pei Ke, Fei Huang, Fei Mi +4
Existing evaluation metrics for natural language generation (NLG) tasks face the challenges on generalization ability and interpretability. Specifically, most of the well-performed…