Customer-obsessed science
Research areas
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November 20, 20254 min readA new evaluation pipeline called FiSCo uncovers hidden biases and offers an assessment framework that evolves alongside language models.
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October 2, 20253 min read
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September 2, 20253 min read
Featured news
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KDD 2023 Workshop on Resource-Efficient Learning for Knowledge Discovery (RelKD)2023As fraudulent and abusive activities performed by groups continue to plague e-commerce stores, we realize that detecting groups of abusers, or Ring-of-Abusers (RoAs), has become crucial. Unlike existing works about abuser detection on e-commerce stores that merely consider the individual features of abusers or the relationships among abusers, we design a Universal Ring-Of-Abusers Detection framework (abbreviated
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ICML 20232023The success of self-supervised learning in computer vision and natural language processing has motivated pretraining methods on tabular data. However, most existing tabular self-supervised learning models fail to leverage information across multiple data tables and cannot generalize to new tables. In this work, we introduce XTab, a framework for cross-table pretraining of tabular transformers on datasets
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ICML 20232023Despite the emergence of principled methods for domain adaptation under label shift, their sensitivity to shifts in class conditional distributions is precariously under explored. Meanwhile, popular deep domain adaptation heuristics tend to falter when faced with label proportions shifts. While several papers modify these heuristics in attempts to handle label proportions shifts, inconsistencies in evaluation
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KDD 2023 Workshop on Decision Intelligence and Analytics for Online Marketplaces2023Customers who reach out for customer service support may face a range of issues that vary in complexity. Routing high-complexity contacts to junior agents can lead to multiple transfers or repeated contacts, while directing low-complexity contacts to senior agents can strain their capacity to assist customers who need professional help. To tackle this, a machine learning model that accurately predicts the
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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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