United States

Retail banks handle high volumes of customer interactions across different channels that span various topics. Early and accurate detection of the intent of the customer is critical towards streamlining contact-center operations through efficient routing and handling of conversations. Mining of customer interactions leads to identification of friction points in customer journeys and offers valuable insights about customer needs. Existing approaches to define customer intents or contact reasons remain fragmented, manually maintained across organizations and relying on knowledge of specific business processes. We propose a framework that develops a dynamic hierarchical Reason-of-Contact (RoC) taxonomy to cover customer topics across hundreds of business processes. We further demonstrate the implementation of this taxonomy to a robust solution that identifies intents for all customer conversations across different channels. Our deployed system supports real time use with a 150 to 300 ms turnaround per conversation. It achieves up to 10\% improvement in F1 score over baseline approaches on a reference dataset. We also detail deployment considerations, including dynamic taxonomy updates, out-of-domain detection, and auditability. Finally, we present ablations and error analyses to characterize effectiveness.

ACL 2026

Hierarchical Reason-of-Contact Detection in Retail Banking Customer Interactions via LLM-Driven Taxonomy Induction

The purpose of the AAAI conference series is to promote research in Artificial Intelligence (AI) and foster scientific exchange between researchers, practitioners, scientists, students, and engineers across the entirety of AI and its affiliated disciplines. AAAI-23 is the Thirty-Seventh AAAI Conference on Artificial Intelligence. The theme of this conference is to create collaborative bridges within and beyond AI. Like previous AAAI conferences, AAAI-23 will feature technical paper presentations, special tracks, invited speakers, workshops, tutorials, poster sessions, senior member presentations, competitions, and exhibit programs, and two new activities: a Bridge Program and a Lab Program. Many of these activities are tailored to the theme of bridges and all are selected according to the highest standards, with additional programs for students and young researchers. 
AAAI is providing you with a conference planner, which you can use to help organize your itinerary of activities. This includes talks to attend in person, talks to attend remotely, breaks with colleagues and your site seeing activities. To access this conference planner, please go to [https://aaai-2023.takemobi.io](https://aaai-2023.takemobi.io).

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AAAI 2023

The purpose of the AAAI conference series is to promote research in Artificial Intelligence (AI) and foster scientific exchange between researchers, practitioners, scientists, students, and engineers across the entirety of AI and its affiliated disciplines.

technical paper

It is my great pleasure and honor to welcome you to the 64th Annual Meeting of the Association for Computational Linguistics (ACL 2026), held in San Diego, California, USA, July 2–7, 2026. ACL 2026 continues our fields tradition of excellence in scholarship, innovation, and inclusivity, and I am deeply grateful to the many volunteers who have worked tirelessly to bring this event to life.

It is exciting to see the many developments in the field reflected at our conference, such as the advancement of large language models (born out of our community) into many application directions. This is not without challenges, partly due to unsolved problems, and partly due to misuse of the technology. All this is reflected well at ACL 2026. The conference also reflects that the field is not only about advancing technology, but also the science of fundamentally understanding language and how it is use by many different speaker communities. 
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The 64th Annual Meeting of the Association for Computational Linguistics (ACL 2026) will take place in San Diego, California, from July 2 - 7, 2026.

Training student models on synthetic data generated by strong teacher models is a promising approach to distilling the capabilities of teachers. However, existing studies reveal that stronger models are not always optimal teachers, suggesting a mismatch between the teacher’s output and the student’s learning ability. To address this issue, we propose PerSyn (Personalized data Synthesis), a novel and efficient approach that customizes synthetic data to align with the learning capabilities of the student model. Specifically, our PerSyn method routes each prompt to its optimal teacher via a query-level router that jointly considers the student models' learnability and teacher models' response quality. It successfully transfers the synthesis paradigm from the conventional "Generate then Select" to a more efficient manner, i.e., "Route then Generate", eliminating the need for all teacher models to generate parallel responses across the entire prompt set. Extensive experiments across different model families and scales demonstrate that PerSyn consistently outperforms all baselines on six benchmarks, including instruct tuning and math reasoning settings. Further analysis verifies the effectiveness of PerSyn and offers extra insights to propel future research. Our code is available at https://anonymous.4open.science/r/PerSyn-8D85.

Find Your Optimal Teacher: Personalized Data Synthesis via Router-Guided Multi-Teacher Distillation

Coded language is an important part of human communication. It refers to cases where users intentionally encode meaning so that the surface text differs from the intended meaning and must be decoded to be understood. Current language models handle coded language poorly. Progress has been limited by the lack of real-world datasets and clear taxonomies. This paper introduces CodedLang, a dataset of 7,744 Chinese Google Maps reviews, including 900 reviews with span-level annotations of coded language. We developed a seven-class taxonomy that captures common encoding strategies, including phonetic, orthographic, and cross-lingual substitutions. We benchmarked language models on coded language detection, classification, and review rating prediction. Results show that even strong models can fail to identify or understand coded language. Because many coded expressions rely on pronunciation-based strategies, we further conducted a phonetic analysis of coded and decoded forms. Our code and dataset are publicly available. Together, our results highlight coded language as an important and underexplored challenge for real-world NLP systems.

"Newspaper Eat" Means "Not Tasty": A Taxonomy and Benchmark for Coded Language in Real-World Chinese Online Reviews

Multimodal large language models (MLLMs) face safety misalignment where visual inputs enable harmful outputs. Existing methods require explicit safety labels or contrastive data, yet threat-related concepts are concrete and visually depictable, while safety concepts like helpfulness are abstract and lack visual referents. Inspired by self-fulfilling mechanism underlying emergent misalignment, we propose Visual Self-Fulfilling Alignment (VSFA). VSFA fine-tunes vision-language models (VLMs) on neutral VQA tasks constructed around threat-related images, without any safety labels. Through repeated exposure to threat-related visual content, models internalize implicit semantics of vigilance and caution, shaping safety-oriented personas. Experiments across multiple VLMs and safety benchmarks demonstrate that VSFA reduces attack success rate, improves response quality, and mitigates over-refusal while preserving general capabilities. Our work extends self-fulfilling mechanism from text to visual modalities, offering a label-free approach to VLMs alignment.

Visual Self-Fulfilling Alignment: Shaping Safety-Oriented Personas via Threat-Related Images

Do Large Language Models (LLMs) genuinely grasp the compositional semantics of events, or do they rely on surface-level probabilistic heuristics? We investigate the Imperfective Paradox, a logical phenomenon where the past progressive aspect entails event realization for activities (e.g., running $\to$ ran) but not for accomplishments (e.g., building $\nrightarrow$ built). We introduce ImperfectiveNLI, a diagnostic dataset designed to probe this distinction across diverse semantic classes. Evaluating state-of-the-art open-weight models, we uncover a pervasive Teleological Bias: models systematically hallucinate completion for goal-oriented events, even overriding explicit textual cancellation. Prompting interventions partially reduce this bias but trigger a calibration crisis, causing models to incorrectly reject valid entailments for atelic verbs. Representational analyses further show that while internal embeddings often distinguish progressive from simple past forms, inference decisions are dominated by strong priors about goal attainment. Taken together, our findings indicate that these current open-weight LLMs operate as predictive narrative engines rather than faithful logical reasoners, and that resolving aspectual inference requires moving beyond prompting toward structurally grounded alignment.

The Imperfective Paradox in Large Language Models

Retrieval-Augmented Generation (RAG) pipelines must address challenges beyond simple single-document retrieval, such as interpreting visual elements (tables, charts, images), synthesizing information across documents, and providing accurate source grounding. Existing benchmarks fail to capture this complexity, often focusing on textual data, single-document comprehension, or evaluating retrieval and generation in isolation. We introduce ViDoRe V3, a comprehensive multimodal RAG benchmark featuring multi-type queries over visually rich document corpora. It covers 10 datasets across diverse professional domains, comprising ~26,000 document pages paired with 3,099 human-verified queries, each available in 6 languages. Through 12,000 hours of human annotation effort, we provide high-quality annotations for retrieval relevance, bounding box localization, and verified reference answers. Our evaluation of state-of-the-art RAG pipelines reveals that visual retrievers outperform textual ones, late-interaction models and textual reranking substantially improve performance, and hybrid or purely visual contexts enhance answer generation quality. However, current models still struggle with non-textual elements, open-ended queries, and fine-grained visual grounding. To encourage progress in addressing these challenges, the benchmark is released under a commercially permissive license.

ViDoRe V3: A Comprehensive Evaluation of Retrieval Augmented Generation in Complex Real-World Scenarios

Event Argument Extraction (EAE) aims to identify event arguments and assign semantic roles under a predefined schema. Recent work formulates EAE with large language models as a structured conditional generation task and applies Reinforcement Learning with Verifiable Rewards (RLVR) to optimize sequence-level event structures. However, RLVR-based EAE supervision is coarse-grained, as a single reward is assigned to the whole event structure, while optimization happens at the token level. This misalignment causes the same reward to be applied to all tokens, including those not related to event roles or arguments, introducing noise into the gradient updates and weakening the signals for decisions critical to argument extraction. To mitigate this misalignment, we propose Hybrid Token Masking RLVR (HTMR), which selectively updates policy gradients on both high-entropy forking tokens and event-critical tokens that define event structure, along with multi-perspective reasoning. Experiments across multiple benchmarks and models show that HTMR consistently outperforms full-token and high-entropy only RLVR methods. Moreover, HTMR transfers effectively as a plug-and-play approach to other tasks such as named entity recognition and relation classification. The code is publicly available for reproducibility.

HTMR: Hybrid Token Masking Reinforcement Learning with Verifiable Rewards for Event Argument Extraction with Multi-Perspective Reasoning

Biomedical document-level relation extraction poses significant challenges beyond sentence-level tasks, as it necessitates the integration of evidence from entire documents and the ability for coherent cross-sentence reasoning. While pretrained language models (PLMs) demonstrate efficiency in handling local contexts, they often struggle with global dependency modeling. Conversely, large language models (LLMs) exhibit strong reasoning capabilities but tend to generate hallucinations in knowledge-intensive biomedical domains. This paper introduces CoRE, a novel cascade framework that leverages the complementary strengths of PLMs and LLMs through a detect-then-rethink paradigm. The PLM serves as an efficient detector for high-confidence relations, while challenging cases are forwarded to an LLM enhanced with semantic retrieval and iterative reasoning mechanisms. Experimental results on BioRED and CDR datasets show that CoRE achieves substantial improvements over state-of-the-art baselines, validating the effectiveness of the proposed cascade paradigm for complex biomedical relation extraction.

Enhanced Reasoning for Biomedical Document-Level Relation Extraction via a Novel Cascade Language Model Framework

Recent large language models support inputs of up to 10 million tokens, yet they perform poorly on long-context tasks that require complex reasoning. Such tasks can be solved using only a subset of the input --- a proxy context --- rather than the full sequence. Despite sharing the same underlying reasoning process, models exhibit a significant performance disparity between proxy and full contexts. To improve long-context reasoning, we propose ProxyCoT, a novel training framework that transfers reasoning capabilities from short proxy contexts to full long contexts. Specifically, we first obtain high-quality chain-of-thought reasoning traces on proxy contexts through reinforcement learning or distillation from a larger teacher model, and then ground the generated traces in full long contexts with supervised fine-tuning. Experiments across different datasets demonstrate that ProxyCoT consistently outperforms strong baselines with reduced computational overhead. Furthermore, models trained with ProxyCoT generalize their long-context reasoning capabilities to out-of-domain tasks.

Long-Context Reasoning Through Proxy-Based Chain-of-Thought Tuning

Voice phishing is a multi-round social engineering attack in which strategy and victim psychology co-evolve, yet real transcripts are rarely accessible for systematic analysis. We present VishBox v2, a multi-agent architecture that generates structured phishing simulations grounded in crime-script procedures and persuasion principles. A Main Agent coordinates attacker, victim, and analysis agents with round-level feedback, web-based tactic mining, and emotion-driven vulnerability tracking. Across 181 cases (571 rounds), experiments validate procedural realism and reveal that stage-wise elaboration increases simulated success, whereas high-risk rounds concentrate pressure tactics rather than diversify them. The framework supports reproducible, round-level analysis for safer red-teaming and security training research.

VishBox v2: A Multi-Agent System for Real-time Adaptive Voice Phishing Simulation

Real-time detection and mitigation of technical anomalies are critical for large-scale cloud-native services, where even minutes of downtime can result in massive financial losses and diminished user trust. While customer incidents serve as a vital signal for discovering risks missed by monitoring, extracting actionable intelligence from this data remains challenging due to extreme noise, high throughput, and semantic complexity of diverse business lines. In this paper, we present TingIS, an end-to-end system designed for enterprise-grade incident discovery. At the core of TingIS is a multi-stage event unification engine that synergizes efficient indexing techniques with Large Language Models (LLMs) to make informed decisions on event merging, enabling the stable extraction of actionable incidents from just a handful of diverse user descriptions. This engine is complemented by a cascaded routing mechanism for precise business attribution and a multi-dimensional noise reduction pipeline that integrates domain knowledge, statistical patterns, and behavioral filtering. Deployed in a production environment handling a peak throughput of over 2,000 messages per minute and 300,000 messages per day, TingIS achieves a P90 alert latency of 3.5 minutes and a 95\% discovery rate for high-priority incidents. Benchmarks constructed from real-world data demonstrate that TingIS significantly outperforms baseline methods in routing accuracy, clustering quality, and Signal-to-Noise Ratio.

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