Customer-obsessed science
Research areas
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May 15, 20265 min readA new scaling law that relates particular architectural choices to loss helps identify models that improve throughput by up to 47% with no loss of accuracy.
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May 14, 202616 min read
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April 15, 20268 min read
Featured news
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KDD 2023 Workshop on Decision Intelligence and Analytics for Online Marketplaces2023E-commerce companies deal with a high volume of customer service requests daily. While a simple annotation system is often used to summarize the topics of customer contacts, thoroughly exploring each specific issue can be challenging. This presents a critical concern, especially during an emerging outbreak where companies must quickly identify and address specific issues. To tackle this challenge, we propose
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KDD 2023 Workshop on End-End Customer Journey Optimization2023Customer service is often the most time-consuming aspect for e-commerce websites, with each contact typically taking 10-15 minutes. Effectively routing customers to appropriate agents without transfers is therefore crucial for e-commerce success. To this end, we have developed a machine learning framework that predicts the complexity of customer contacts and routes them to appropriate agents accordingly
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ACL Findings 20232023We investigate semi-structured document classification in a zero-shot setting. Classification of semi-structured documents is more challenging than that of standard unstructured documents, as positional, layout, and style information play a vital role in interpreting such documents. The standard classification setting where categories are fixed during both training and testing falls short in dynamic environments
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KDD 2023 Workshop on Deep Learning on Graphs2023Encoder-decoder deep neural networks have been increasingly studied for multi-horizon time series forecasting, especially in real-world applications. However, to forecast accurately, these sophisticated neural forecasters typically rely on a large number of time series examples with substantial history. A rapidly growing topic of interest is forecasting time series which lack sufficient historical data—often
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ECOOP 20232023Reliable storage systems must be crash consistent – guaranteed to recover to a consistent state after a crash. Crash consistency is non-trivial as it requires maintaining complex invariants about persistent data structures in the presence of caching, reordering, and system failures. Current programming models offer little support for implementing crash consistency, forcing storage system developers to roll
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