15 citations · 36 across the 14 of their papers we have counts for
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cs.AI2026
From Monolithic Blending to Agentic Orchestration: Dynamic Response for Conversational Assistants at Scale
Cen Mia Zhao, Peng Wang, Chuan Shi +6
Conversational assistants can blend retrieval, action selection, escalation, and wording in a single model path, or separate those roles. We report a production migration of a cust…
cs.AI2025
LLM-Friendly Knowledge Representation for Customer Support
Hanchen Su, Wei Luo, Wei Han +5
We propose a practical approach by integrating Large Language Models (LLMs) with a framework designed to navigate the complexities of Airbnb customer support operations. In this pa…
cs.AI2025
Agent-in-the-Loop: A Data Flywheel for Continuous Improvement in LLM-based Customer Support
Cen Mia Zhao, Tiantian Zhang, Hanchen Su +8
We introduce an Agent-in-the-Loop (AITL) framework that implements a continuous data flywheel for iteratively improving an LLM-based customer support system. Unlike standard offlin…