Thailand

It is time-saving to build a reading assistant for customer service representations (CSRs) when reading user manuals, especially information-rich ones. Current solutions don&#39;t fit the online custom service scenarios well due to the lack of attention to user questions and possible responses. Hence, we propose to develop a time-saving and careful reading assistant for CSRs, named CARE. It can help the CSRs quickly find proper responses from the user manuals via explicit clue chains. Specifically, each of the clue chains is formed by inferring over the user manuals, starting from the question clue aligned with the user question and ending at a possible response. To overcome the shortage of supervised data, we adopt the self-supervised strategy for model learning. The offline experiment shows that CARE is efficient in automatically inferring accurate responses from the user manual. The online experiment further demonstrates the superiority of CARE to reduce CSRs&#39; reading burden and keep high service quality, in particular with &gt;35% decrease in time spent and keeping a &gt;0.75 ICC score.

ACL 2024

CARE: A Clue-guided Assistant for CSRs to Read User Manuals

clue chains

explainable user manual comprehension

online custom service

reading assistant

It is time-saving to build a reading assistant for customer service representations (CSRs) when reading user manuals, especially information-rich ones. Current solutions don't fit the online custom service scenarios well due to the lack of attention to user questions and possible responses. Hence, we propose to develop a time-saving and careful reading assistant for CSRs, named CARE. It can help the CSRs quickly find proper responses from the user manuals via explicit clue chains. Specifically, each of the clue chains is formed by inferring over the user manuals, starting from the question clue aligned with the user question and ending at a possible response. To overcome the shortage of supervised data, we adopt the self-supervised strategy for model learning. The offline experiment shows that CARE is efficient in automatically inferring accurate responses from the user manual. The online experiment further demonstrates the superiority of CARE to reduce CSRs' reading burden and keep high service quality, in particular with >35% decrease in time spent and keeping a >0.75 ICC score.

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The 62nd Annual Meeting of the Association for Computational Linguistics (ACL 2024) will take place in Bangkok, Thailand from August 11th to 16th, 2024. More information will be announced soon.

Large Language Models (LLMs) demonstrate significant value in domain-specific applications, benefiting from their fundamental capabilities. Nevertheless, it is still unclear which fundamental capabilities contribute to success in specific domains. Moreover, the existing benchmark-based evaluation cannot effectively reflect the performance of real-world applications. In this survey, we review recent advances of LLMs in domain applications, aiming to summarize the fundamental capabilities and their collaboration. Furthermore, we establish connections between fundamental capabilities and specific domains, evaluating the varying importance of different capabilities. Based on our findings, we propose a reliable strategy for domains to choose more robust backbone LLMs for real-world applications.

Fundamental Capabilities of Large Language Models and their Applications in Domain Scenarios: A Survey

In this paper, we demonstrate that an inherent waveform pattern in the attention allocation of large language models (LLMs) significantly affects their performance in tasks demanding a high degree of context awareness, such as utilizing LLMs for tool-use. Specifically, the crucial information in the context will be potentially overlooked by model when it is positioned in the trough zone of the attention waveform, leading to decreased performance. To address this issue, we propose a novel inference method named Attention Buckets. It allows LLMs to process their input through multiple parallel processes. Each process utilizes a distinct base angle for the rotary position embedding, thereby creating a unique attention waveform. By compensating an attention trough of a particular process with an attention peak of another process, our approach enhances LLM's awareness to various contextual positions, thus mitigating the risk of overlooking crucial information. In the largest tool-use benchmark, our method elevates a 7B model to achieve state-of-the-art performance, comparable to that of GPT-4. On other benchmarks and some RAG tasks, which also demand a thorough understanding of contextual content, Attention Buckets also exhibited notable enhancements in performance.

Fortify the Shortest Stave in Attention: Enhancing Context Awareness of Large Language Models for Effective Tool Use

Large Language Models (LLMs) have achieved remarkable performance in objective tasks such as open-domain question answering and mathematical reasoning, which can often be solved through recalling learned factual knowledge or chain-of-thought style reasoning. However, we find that the performance of LLMs in subjective tasks is still unsatisfactory, such as metaphor recognition, dark humor detection, etc. Compared to objective tasks, subjective tasks focus more on interpretation or emotional response rather than a universally accepted reasoning pathway. Based on the characteristics of the tasks and the strong dialogue-generation capabilities of LLMs, we propose RiC (Reasoning in Conversation), a method that focuses on solving subjective tasks through dialogue simulation. The motivation of RiC is to mine useful contextual information by simulating dialogues instead of supplying chain-of-thought style rationales, thereby offering potential useful knowledge behind dialogues for giving the final answers. We evaluate both API-based and open-source LLMs including GPT-4, ChatGPT, and OpenChat across twelve tasks. Experimental results show that RiC can yield significant improvement compared with various baselines.

Reasoning in Conversation: Solving Subjective Tasks through Dialogue Simulation for Large Language Models

We present Expert-Token-Routing, a unified generalist framework that facilitates seamless integration of multiple expert LLMs. Our framework represents expert LLMs as special expert tokens within the vocabulary of a meta LLM. The meta LLM can route to an expert LLM like generating new tokens. Expert-Token-Routing not only supports learning the implicit expertise of expert LLMs from existing instruction dataset but also allows for dynamic extension of new expert LLMs in a plug-and-play manner. It also conceals the detailed collaboration process from the user's perspective, facilitating interaction as though it were a singular LLM. Our framework outperforms various existing multi-LLM collaboration paradigms across benchmarks that incorporate six diverse expert domains, demonstrating effectiveness and robustness in building generalist LLM system via synergizing multiple expert LLMs.

An Expert is Worth One Token: Synergizing Multiple Expert LLMs as Generalist via Expert Token Routing

While existing code large language models (code LLMs) exhibit impressive capabilities in code generation, their autoregressive sequential generation inherently lacks reversibility. This limitation hinders them from timely correcting previous missing statements during coding as humans do, often leading to error propagation and suboptimal performance. We introduce JumpCoder, a novel model-agnostic framework that enables human-like online modification and non-sequential generation to augment code LLMs. The key idea behind JumpCoder is to insert new code into the currently generated code when necessary during generation, which is achieved through an auxiliary infilling model that works in tandem with the code LLM. Since identifying the best infill position beforehand is intractable, we adopt an infill-first, judge-later strategy, which experiments with filling at the $k$ most critical positions following the generation of each line, and uses an Abstract Syntax Tree (AST) parser alongside the Generation Model Scoring to effectively judge the validity of each potential infill. Extensive experiments using six state-of-the-art code LLMs across multiple and multilingual benchmarks consistently indicate significant improvements over all baselines. Our code is available in the uploaded attachment.

JumpCoder: Go Beyond Autoregressive Coder via Online Modification

Large Language Models (LLMs) have transformed NLP with their remarkable In-context Learning (ICL) capabilities. Automated assistants based on LLMs are gaining popularity; however, adapting them to novel tasks is still challenging. While colossal models excel in zero-shot performance, their computational demands limit widespread use, and smaller language models struggle without context. This paper investigates whether LLMs can generalize from labeled examples of predefined tasks to novel tasks. Drawing inspiration from biological neurons and the mechanistic interpretation of the Transformer architecture, we explore the potential for information sharing across tasks. We design a cross-task prompting setup with three LLMs and show that LLMs achieve significant performance improvements despite no examples from the target task in the context. Cross-task prompting leads to a remarkable performance boost of 107% for LLaMA-2 7B, 18.6% for LLaMA-2 13B, and 3.2% for GPT 3.5 on average over zero-shot prompting, and performs comparable to standard in-context learning. The effectiveness of generating pseudo-labels for in-task examples is demonstrated, and our analyses reveal a strong correlation between the effect of cross-task examples and model activation similarities in source and target input tokens. This paper offers a first-of-its-kind exploration of LLMs' ability to solve novel tasks based on contextual signals from different task examples.

Language Models can Exploit Cross-Task In-context Learning for Data-Scarce Novel Tasks

The Split and Rephrase (SPRP) task, which consists in splitting complex sentences into a sequence of shorter grammatical sentences, while preserving the original meaning, can facilitate the processing of complex texts for humans and machines alike. It is also a valuable testbed to evaluate natural language processing models, as it requires modelling complex grammatical aspects. In this work, we evaluate large language models on the task, showing that they can provide large improvements over the state of the art on the main metrics, although still lagging in terms of splitting compliance. Results from two human evaluations further support the conclusions drawn from automated metric results. We provide a comprehensive study that includes prompting variants, domain shift, fine-tuned pretrained language models of varying parameter size and training data volumes, contrasted with both zero-shot and few-shot approaches on instruction-tuned language models. Although the latter were markedly outperformed by fine-tuned models, they may constitute a reasonable off-the-shelf alternative. Our results provide a fine-grained analysis of the potential and limitations of large language models for SPRP, with significant improvements achievable using relatively small amounts of training data and model parameters overall, and remaining limitations for all models on the task.

Split and Rephrase with Large Language Models

When using language models (LMs) to solve complex problems, humans might struggle to understand the LM-generated solutions and repair the flawed ones. To assist humans in repairing them, we propose to automatically decompose complex solutions into multiple simpler pieces that correspond to specific subtasks. We introduce a novel objective for learning task decomposition, termed assistive value (AssistV), which measures the feasibility and speed for humans to repair the decomposed solution. We collect a dataset of human repair experiences on different decomposed solutions. Utilizing the collected data as in-context examples, we then learn to critique, refine, and rank decomposed solutions to improve AssistV. We validate our method under competitive programming problems: under 177 hours of human study, our method enables non-experts to solve 33.3% more problems, speeds them up by 3.3x, and empowers them to match unassisted experts.

Learning Task Decomposition to Assist Humans in Competitive Programming

Self-consistency (SC), leveraging multiple samples from LLMs, shows significant gains on various reasoning tasks but struggles with free-form generation due to the difficulty of aggregating answers. Its variants, UCS and USC, rely on sample selection or voting mechanisms to improve output quality. These methods, however, face limitations due to their inability to fully utilize the nuanced consensus knowledge present within multiple candidate samples, often resulting in suboptimal outputs. We propose Fine-Grained Self-Consistency (FSC) to addresses these limitations by extracting and integrating segment-level commonalities from candidate samples, enhancing the performance of LLMs both in open-ended and reasoning tasks. Based on this, we present two additional strategies: candidate filtering, which enhances overall quality by identifying highly similar candidate sets, and merging, which reduces input token requirements by combining similar samples. The effectiveness of FSC is demonstrated through extensive experiments on various tasks, including summarization, code generation, and mathematical reasoning, using GPT-3.5-turbo and GPT-4. The results indicate significant improvements over baseline methods, showcasing the potential of FSC to optimize output quality by effectively synthesizing fine-grained consensus knowledge from multiple samples.

Integrate the Essence and Eliminate the Dross: Fine-Grained Self-Consistency for Free-Form Language Generation

Selecting which claims to check is a time-consuming task for human fact-checkers, especially from documents consisting of multiple sentences and containing multiple claims. However, existing claim extraction approaches focus more on identifying and extracting claims from individual sentences, e.g., identifying whether a sentence contains a claim or the exact boundaries of the claim within a sentence. In this paper, we propose a method for document-level claim extraction for fact-checking, which aims to extract check-worthy claims from documents and decontextualise them so that they can be understood out of context. Specifically, we first recast claim extraction as extractive summarization in order to identify central sentences from documents, then rewrite them to include necessary context from the originating document through sentence decontextualisation. Evaluation with both automatic metrics and a fact-checking professional shows that our method is able to extract check-worthy claims from documents at a higher rate than previous work, while also improving evidence retrieval.

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CARE: A Clue-guided Assistant for CSRs to Read User Manuals

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