42 citations · 108 across the 20 of their papers we have counts for
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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.CL2025
Incremental Summarization for Customer Support via Progressive Note-Taking and Agent Feedback
Yisha Wu, Cen Mia Zhao, Yuanpei Cao +4
We introduce an incremental summarization system for customer support agents that intelligently determines when to generate concise bullet notes during conversations, reducing agen…
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…