2 citations · 3 across the 7 of their papers we have counts for
8 papers · 1 filter
Evaluating LLMs as Agentic Workflow Executors in Real-World Customer Support Skills
Md Tahmid Rahman Laskar, Gundeep Singh, Xue-Yong Fu +11
Enterprise customer-support agents increasingly rely on Large Language Models (LLMs) to execute bounded, tool-using workflows. We study this problem through the lens of Skill LLMs:…
When Better Turns Do Not Make Better Agents: Diagnosing the Gap Between Next-Turn Metrics and Workflow Success
Md Tahmid Rahman Laskar, Xue-Yong Fu, Gundeep Singh +11
Agent models are frequently evaluated one decision at a time, where the model predicts the next action based on the gold interaction history, which is scored against a reference. W…
The Model Arena for Cross-lingual Sentiment Analysis: A Comparative Study in the Era of Large Language Models
Xiliang Zhu, Shayna Gardiner, Tere Roldán +1
Sentiment analysis serves as a pivotal component in Natural Language Processing (NLP). Advancements in multilingual pre-trained models such as XLM-R and mT5 have contributed to the…
Resolving Transcription Ambiguity in Spanish: A Hybrid Acoustic-Lexical System for Punctuation Restoration
Xiliang Zhu, Chia-Tien Chang, Shayna Gardiner +2
Punctuation restoration is a crucial step after Automatic Speech Recognition (ASR) systems to enhance transcript readability and facilitate subsequent NLP tasks. Nevertheless, conv…
Entity-level Sentiment Analysis in Contact Center Telephone Conversations
Xue-Yong Fu, Cheng Chen, Md Tahmid Rahman Laskar +3
Entity-level sentiment analysis predicts the sentiment about entities mentioned in a given text. It is very useful in a business context to understand user emotions towards certain…
Extracting Similar Questions From Naturally-occurring Business Conversations
Xiliang Zhu, David Rossouw, Shayna Gardiner +1
Pre-trained contextualized embedding models such as BERT are a standard building block in many natural language processing systems. We demonstrate that the sentence-level represent…
Punctuation Restoration in Spanish Customer Support Transcripts using Transfer Learning
Xiliang Zhu, Shayna Gardiner, David Rossouw +2
Automatic Speech Recognition (ASR) systems typically produce unpunctuated transcripts that have poor readability. In addition, building a punctuation restoration system is challeng…
Developing a Production System for Purpose of Call Detection in Business Phone Conversations
Elena Khasanova, Pooja Hiranandani, Shayna Gardiner +3
For agents at a contact centre receiving calls, the most important piece of information is the reason for a given call. An agent cannot provide support on a call if they do not kno…