ymoslem/acl-abstracts huggingface dataset:
TelBench: A Benchmark for Evaluating Telco-Specific Large Language Models (2024)

The telecommunications industry, characterized by its vast customer base and complex service offerings, necessitates a high level of domain expertise and proficiency in customer service center operations. Consequently, there is a growing demand for Large Language Models (LLMs) to augment the capabilities of customer service representatives. This paper introduces a methodology for developing a specialized Telecommunications LLM (Telco LLM) designed to enhance the efficiency of customer service agents and promote consistency in service quality across representatives. We present the construction process of TelBench, a novel dataset created for performance evaluation of customer service expertise in the telecommunications domain. We also evaluate various LLMs and demonstrate the ability to benchmark both proprietary and open-source LLMs on predefined telecommunications-related tasks, thereby establishing metrics that define telcommunications performance.
RRADistill: Distilling LLMs' Passage Ranking Ability for Long-Tail Queries Document Re-Ranking on a Search Engine (2024)

Large Language Models (LLMs) excel at understanding the semantic relationships between queries and documents, even with lengthy and complex long-tail queries. These queries are challenging for feedback-based rankings due to sparse user engagement and limited feedback, making LLMs' ranking ability highly valuable. However, the large size and slow inference of LLMs necessitate the development of smaller, more efficient models (sLLMs). Recently, integrating ranking label generation into distillation techniques has become crucial, but existing methods underutilize LLMs' capabilities and are cumbersome. Our research, RRADistill: Re-Ranking Ability Distillation, propose an efficient label generation pipeline and novel sLLM training methods for both encoder and decoder models. We introduce an encoder-based method using a Term Control Layer to capture term matching signals and a decoder-based model with a ranking layer for enhanced understanding. A/B testing on a Korean-based search platform, validates the effectiveness of our approach in improving re-ranking for long-tail queries.
KorSmishing Explainer: A Korean-centric LLM-based Framework for Smishing Detection and Explanation Generation (2024)

To mitigate the annual financial losses caused by SMS phishing (smishing) in South Korea, we propose an explainable smishing detection framework that adapts to a Korean-centric large language model (LLM). Our framework not only classifies smishing attempts but also provides clear explanations, enabling users to identify and understand these threats. This end-to-end solution encompasses data collection, pseudo-label generation, and parameter-efficient task adaptation for models with fewer than five billion parameters. Our approach achieves a 15{\%} improvement in accuracy over GPT-4 and generates high-quality explanatory text, as validated by seven automatic metrics and qualitative evaluation, including human assessments.
Time Matters: An End-to-End Solution for Temporal Claim Verification (2024)

Automated claim verification plays an essential role in fostering trust in the digital space. Despite the growing interest, the verification of temporal claims has not received much attention in the community. Temporal claim verification brings new challenges where cues of the temporal information need to be extracted, and temporal reasoning involving various temporal aspects of the text must be applied.In this work, we describe an end-to-end solution for temporal claim verification that considers the temporal information in claims to obtain relevant evidence sentences and harnesses the power of a large language model for temporal reasoning. We curate two datasets comprising a diverse range of temporal claims to learn time-sensitive representations that encapsulate not only the semantic relationships among the events, but also their chronological proximity.Experiment results demonstrate that the proposed approach significantly enhances the accuracy of temporal claim verification, thereby advancing current state-of-the-art in automated claim verification.
MILD Bot: Multidisciplinary Childhood Cancer Survivor Question-Answering Bot (2024)

This study introduces a Multidisciplinary chILDhood cancer survivor question-answering (MILD) bot designed to support childhood cancer survivors facing diverse challenges in their survivorship journey. In South Korea, a shortage of experts equipped to address these unique concerns comprehensively leaves survivors with limited access to reliable information. To bridge this gap, our MILD bot employs a dual-component model featuring an intent classifier and a semantic textual similarity model. The intent classifier first analyzes the user`s query to identify the underlying intent and match it with the most suitable expert who can provide advice. Then, the semantic textual similarity model identifies questions in a predefined dataset that closely align with the user`s query, ensuring the delivery of relevant responses. This proposed framework shows significant promise in offering timely, accurate, and high-quality information, effectively addressing a critical need for support among childhood cancer survivors.
Breaking the Hourglass Phenomenon of Residual Quantization: Enhancing the Upper Bound of Generative Retrieval (2024)

Generative retrieval (GR) has emerged as a transformative paradigm in search and recommender systems, leveraging numeric-based identifier representations to enhance efficiency and generalization. Notably, methods like TIGER, which employ Residual Quantization-based Semantic Identifiers (RQ-SID), have shown significant promise in e-commerce scenarios by effectively managing item IDs. However, a critical issue termed the ''\textbf{Hourglass}'' phenomenon, occurs in RQ-SID, where intermediate codebook tokens become overly concentrated, hindering the full utilization of generative retrieval methods. This paper analyses and addresses this problem by identifying data sparsity and long-tailed distribution as the primary causes. Through comprehensive experiments and detailed ablation studies, we analyze the impact of these factors on codebook utilization and data distribution. Our findings reveal that the {\textquotedblleft}Hourglass{\textquotedblright} phenomenon substantially impacts the performance of RQ-SID in generative retrieval. We propose effective solutions to mitigate this issue, thereby significantly enhancing the effectiveness of generative retrieval in real-world E-commerce applications.
Improving Few-Shot Cross-Domain Named Entity Recognition by Instruction Tuning a Word-Embedding based Retrieval Augmented Large Language Model (2024)

Few-Shot Cross-Domain NER is the process of leveraging knowledge from data-rich source domains to perform entity recognition on data-scarce target domains. Most previous state-of-the-art (SOTA) approaches use pre-trained language models (PLMs) for cross-domain NER. However, these models are often domain specific. To successfully use these models for new target domains, we need to modify either the model architecture or perform model fine-tuning using data from the new domains. Both of these result in the creation of entirely new NER models for each target domain which is infeasible for practical scenarios. Recently, several works have attempted to use LLMs to solve Few-Shot Cross-Domain NER. However, most of these are either too expensive for practical purposes or struggle to follow LLM prompt instructions. In this paper, we propose IF-WRANER (Instruction Finetuned Word-embedding based Retrieval Augmented large language model for Named Entity Recognition), a retrieval augmented LLM, finetuned for the NER task. By virtue of the regularization techniques used during LLM finetuning and the adoption of word-level embedding over sentence-level embedding during the retrieval of in-prompt examples, IF-WRANER is able to outperform previous SOTA Few-Shot Cross-Domain NER approaches. We have demonstrated the effectiveness of our model by benchmarking its performance on the open source CrossNER dataset, on which it shows more than 2{\%} F1 score improvement over the previous SOTA model. We have deployed the model for multiple customer care domains of an enterprise. Accurate entity prediction through IF-WRANER helps direct customers to automated workflows for the domains, thereby reducing escalations to human agents by almost 15{\%} and leading to millions of dollars in yearly savings for the company.
IPL: Leveraging Multimodal Large Language Models for Intelligent Product Listing (2024)

Unlike professional Business-to-Consumer (B2C) e-commerce platforms (e.g., Amazon), Consumer-to-Consumer (C2C) platforms (e.g., Facebook marketplace) are mainly targeting individual sellers who usually lack sufficient experience in e-commerce. Individual sellers often struggle to compose proper descriptions for selling products. With the recent advancement of Multimodal Large Language Models (MLLMs), we attempt to integrate such state-of-the-art generative AI technologies into the product listing process. To this end, we develop IPL, an Intelligent Product Listing tool tailored to generate descriptions using various product attributes such as category, brand, color, condition, etc. IPL enables users to compose product descriptions by merely uploading photos of the selling product. More importantly, it can imitate the content style of our C2C platform Xianyu. This is achieved by employing domain-specific instruction tuning on MLLMs, and by adopting the multi-modal Retrieval-Augmented Generation (RAG) process. A comprehensive empirical evaluation demonstrates that the underlying model of IPL significantly outperforms the base model in domain-specific tasks while producing less hallucination. IPL has been successfully deployed in our production system, where 72{\%} of users have their published product listings based on the generated content, and those product listings are shown to have a quality score 5.6{\%} higher than those without AI assistance.
QDyLoRA: Quantized Dynamic Low-Rank Adaptation for Efficient Large Language Model Tuning (2024)

Finetuning large language models requires huge GPU memory, restricting the choice to acquire Larger models. While the quantized version of the Low-Rank Adaptation technique, named QLoRA, significantly alleviates this issue, finding the efficient LoRA rank is still challenging. Moreover, QLoRA is trained on a pre-defined rank and, therefore, cannot be reconfigured for its lower ranks without requiring further fine-tuning steps. This paper proposes QDyLoRA -Quantized Dynamic Low-Rank Adaptation-, as an efficient quantization approach for dynamic low-rank adaptation. Motivated by Dynamic LoRA, QDyLoRA is able to efficiently finetune LLMs on a set of pre-defined LoRA ranks. QDyLoRA enables fine-tuning Falcon-40b for ranks 1 to 64 on a single 32 GB V100-GPU through one round of fine-tuning. Experimental results show that QDyLoRA is competitive to QLoRA and outperforms when employing its optimal rank.
Improving Hierarchical Text Clustering with LLM-guided Multi-view Cluster Representation (2024)

In this work, we present an approach that introduces different perspectives or views to improve the quality of hierarchical clustering of interaction drivers in a contact center. Specifically, we present a multi-stage approach that introduces LLM-guided multi-view cluster representation that significantly improves the quality of generated clusters. Our approach improves average Silhouette Score by upto 70{\%} and Human Preference Scores by 36.7{\%} for top-level clusters compared to standard agglomerative clustering for the given business use-case. We also present how the proposed approach can be adapted to cater to a standard non-hierarchical clustering use-cases where it achieves state-of-the-art performance on public datasets based on NMI and ACC scores, with minimal number of LLM queries compared to the current state-of-the-art approaches. Moreover, we apply our technique to generate two new labeled datasets for hierarchical clustering. We open-source these labeled datasets, validated and corrected by domain experts, for the benefit of the research community.
PARA: Parameter-Efficient Fine-tuning with Prompt-Aware Representation Adjustment (2024)

In the realm of parameter-efficient fine-tuning (PEFT) methods, while options like LoRA are available, there is a persistent demand in the industry for a PEFT approach that excels in both efficiency and performance within the context of single-backbone multi-tenant applications. This paper introduces a new and straightforward PEFT technique, termed Prompt Aware Representation Adjustment (PARA). The core of our proposal is to integrate a lightweight vector generator within each Transformer layer. This generator produces vectors that are responsive to input prompts, thereby adjusting the hidden representations accordingly. Our extensive experimentation across diverse tasks has yielded promising results. Firstly, the PARA method has been shown to surpass current PEFT benchmarks in terms of performance, despite having a similar number of adjustable parameters. Secondly, it has proven to be more efficient than LoRA in the single-backbone multi-tenant scenario, highlighting its significant potential for industrial adoption.
RAG4ITOps: A Supervised Fine-Tunable and Comprehensive RAG Framework for IT Operations and Maintenance (2024)

With the ever-increasing demands on Question Answering (QA) systems for IT operations and maintenance, an efficient and supervised fine-tunable framework is necessary to ensure the data security, private deployment and continuous upgrading. Although Large Language Models (LLMs) have notably improved the open-domain QA`s performance, how to efficiently handle enterprise-exclusive corpora and build domain-specific QA systems are still less-studied for industrial applications. In this paper, we propose a general and comprehensive framework based on Retrieval Augmented Generation (RAG) and facilitate the whole business process of establishing QA systems for IT operations and maintenance. In accordance with the prevailing RAG method, our proposed framework, named with RAG4ITOps, composes of two major stages: (1) Models Fine-tuning {\&} Data Vectorization, and (2) Online QA System Process. At the Stage 1, we leverage a contrastive learning method with two negative sampling strategies to fine-tune the embedding model, and design the instruction templates to fine-tune the LLM with a Retrieval Augmented Fine-Tuning method. At the Stage 2, an efficient process of QA system is built for serving. We collect enterprise-exclusive corpora from the domain of cloud computing, and the extensive experiments show that our method achieves superior results than counterparts on two kinds of QA tasks. Our experiment also provide a case for applying the RAG4ITOps to real-world enterprise-level applications.
ULMR: Unlearning Large Language Models via Negative Response and Model Parameter Average (2024)

In recent years, large language models (LLMs) have attracted significant interest from the research community due to their broad applicability in many language-oriented tasks, and are now widely used in numerous areas of production and daily life. One source of the powerful capabilities of LLMs is the massive scale of their pre-training dataset. However, these pre-training datasets contain many outdated, harmful, and personally sensitive information, which inevitably becomes memorized by LLM during the pre-training process. Eliminating this undesirable data is crucial for ensuring the model`s safety and enhancing the user experience. However, the cost of extensively cleaning the pre-training dataset and retraining the model from scratch is very high. In this work, we propose ULMR , a unlearning framework for LLMs , which first uses carefully designed prompts to rewrite the instructions in the specified dataset, and generate corresponding negative responses. Subsequently, to ensure that the model does not excessively deviate post-training, we perform model parameter averaging to preserve the performance of the original LLM. We conducted experiments on two public datasets, TOFU and RWKU, demonstrating that our method can effectively forget specified information while retaining the capabilities of the original LLM.
Pretraining and Finetuning Language Models on Geospatial Networks for Accurate Address Matching (2024)

We propose a novel framework for pretraining and fine-tuning language models with the goal of determining whether two addresses represent the same physical building. Address matching and building authoritative address catalogues are important to many applications and businesses, such as delivery services, online retail, emergency services, logistics, etc. We propose to view a collection of addresses as an address graph and curate inputs for language models by placing geospatially linked addresses in the same context. Our approach jointly integrates concepts from graph theory and weak supervision with address text and geospatial semantics. This integration enables us to generate informative and diverse address pairs, facilitating pretraining and fine-tuning in a self-supervised manner. Experiments and ablation studies on manually curated datasets and comparisons with state-of-the-art techniques demonstrate the efficacy of our approach. We achieve a 24.49{\%} improvement in recall while maintaining 95{\%} precision on average, in comparison to the current baseline across multiple geographies. Further, we deploy our proposed approach and show the positive impact of improving address matching on geocode learning.
SMARTCAL: An Approach to Self-Aware Tool-Use Evaluation and Calibration (2024)

The tool-use ability of Large Language Models (LLMs) has a profound impact on a wide range of applications. However, LLMs' self-awareness and self-control capability in appropriately using tools remains understudied. The problem is consequential as it alarms a potential risk of degraded performance and poses a threat to trustworthiness on the models. In this paper, we conduct a study on a family of state-of-the-art LLMs on three datasets with two mainstream tool-use frameworks. Our study reveals the tool-abuse behavior of LLMs, a tendency for models to misuse tools along with models' frequent overconfidence in tool choice. We also find that this is a common issue regardless of model capability. Accordingly, we propose a novel framework, SMARTCAL, to mitigate the observed issues, and our results show an average 8.6 percent increase in the QA performance in three testing datasets and 21.6 percent lower Expected Calibration Error (ECE) than existing methods.
Probing the Depths of Language Models' Contact-Center Knowledge for Quality Assurance (2024)

Recent advancements in large Language Models (LMs) have significantly enhanced their capabilities across various domains, including natural language understanding and generation. In this paper, we investigate the application of LMs to the specialized task of contact-center Quality Assurance (QA), which involves evaluating conversations between human agents and customers. This task requires both sophisticated linguistic understanding and deep domain knowledge. We conduct a comprehensive assessment of eight LMs, revealing that larger models, such as Claude-3.5-Sonnet, exhibit superior performance in comprehending contact-center conversations. We introduce methodologies to transfer this domain-specific knowledge to smaller models by leveraging evaluation plans generated by more knowledgeable models, with optional human-in-the-loop refinement to enhance the capabilities of smaller models. Notably, our experimental results demonstrate an improvement of up to 18.95{\%} in Macro F1 on an in-house QA dataset. Our findings emphasize the importance of evaluation plans in guiding reasoning and highlight the potential of AI-assisted tools to advance objective, consistent, and scalable agent evaluation processes in contact centers.
Structured Object Language Modeling (SO-LM): Native Structured Objects Generation Conforming to Complex Schemas with Self-Supervised Denoising (2024)

In this paper, we study the problem of generating structured objects that conform to a complex schema, with intricate dependencies between the different components (facets) of the object. The facets of the object (attributes, fields, columns, properties) can be a mix of short, structured facts, or long natural-language descriptions. The object has to be self-consistent between the different facets in the redundant information it carries (relative consistency), while being grounded with respect to world knowledge (absolute consistency). We frame the problem as a Language Modeling problem (Structured Object Language Modeling) and train an LLM to perform the task natively, without requiring instructions or prompt-engineering. We propose a self-supervised denoising method to train the model from an existing dataset of such objects. The input query can be the existing object itself, in which case the system acts as a regenerator, completing, correcting, normalizing the input, or any unstructured blurb to be structured. We show that the self-supervised denoising training provides a strong baseline, and that additional supervised fine-tuning with small amount of human demonstrations leads to further improvement. Experimental results show that the proposed method matches or outperforms prompt-engineered general-purpose state-of-the-art LLMs (Claude 3, Mixtral-8x7B), while being order-of-magnitude more cost-efficient.
Assisting Breastfeeding and Maternity Experts in Responding to User Queries with an AI-in-the-loop Approach (2024)

Breastfeeding and Maternity experts are a scarce resource and engaging in a conversation with mothers on such a sensitive topic is a time-consuming effort. We present our journey and rationale in assisting experts to answer queries about Breastfeeding and Maternity topics from users, mainly mothers. We started by developing a RAG approach to response generation where the generated response is made available to the expert who has the option to draft an answer using the generated text or to answer from scratch. This was the start of an ongoing effort to develop a pipeline of AI/NLP-based functionalities to help experts understand user queries and craft their responses.
A Hassle-free Algorithm for Strong Differential Privacy in Federated Learning Systems (2024)

Differential privacy (DP) and federated learning (FL) are combined as advanced privacy-preserving methods when training on-device language models in production mobile keyboard applications. DP-Follow-the-Regularized-Leader (DP-FTRL) algorithms, leveraging correlated noise mechanisms such as tree aggregation or matrix factorization, are widely used in practice for their superior privacy-utility trade-off and compatibility with FL systems. This paper presents a novel variant of DP-FTRL by adapting the recent theoretical advancements of the Buffered Linear Toeplitz (BLT) mechanism to multi-participant scenarios. In the FL setting, our BLT mechanism demonstrates enhanced privacy-utility trade-off and improved memory efficiency than the widely used tree aggregation mechanism. Moreover, BLT achieves comparable privacy and utility to the state-of-the-art banded matrix factorization mechanism, while significantly simplifying usage requirements and reducing memory. The flexibility of the BLT mechanism allows seamless integration with existing DP FL implementations in production environments. We evaluate the BLT-DP-FTRL algorithm on the StackOverflow dataset, serving as a research simulation benchmark, and across four on-device language model tasks in a production FL system. Our empirical results highlight the potential of the BLT mechanism to elevate the practicality and effectiveness of DP in real-world scenarios.