Customer-obsessed science


Research areas
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July 18, 2025Novel graph-based, adversarial, agentic method for generating training examples helps identify — and mitigate — "overrefusal".
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2025Large language models (LLMs) have demonstrated remarkable capabilities in handling complex dialogue tasks without requiring use case-specific fine-tuning. However, analyzing live dialogues in real-time necessitates low-latency processing systems, making it impractical to deploy models with billions of parameters due to latency constraints. As a result, practitioners often prefer smaller models with millions
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2025Effective customer support requires domain-specific solutions tailored to users’ issues. However, LLMs like ChatGPT, while excelling in open-domain tasks, often face challenges such as hallucinations, lack of domain compliance, and generic solutions when applied to specialized contexts. RAG-based systems, designed to combine domain context from unstructured knowledge bases (KBs) with LLMs, often struggle
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WACV 2025 Workshop on Physical Retail in AI2025This paper investigates multi-modal large language models (MLLMs) for predicting product features from images, comparing fine-tuned versus proprietary models. We introduce two domain-specific benchmarks: (1) Inductive Bias vs. Image Evidence (IBIE) Benchmark, which evaluates MLLMs’ ability to distinguish between image-derived features and latent knowledge, and (2) Catalog-bench, which assesses feature prediction
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2025General vision-language models (VLMs) trained on web data struggle to understand and converse about real-world e-commerce product images. We propose a cost-efficient approach for collecting training data to train a generative VLM for e-commerce product images. The key idea is to leverage large-scale, loosely-coupled image-text pairs from e-commerce stores, use a pre-trained LLM to generate multi-modal instruction-following
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2025Automated construction of shopping cart from medical prescriptions is a vital prerequisite for scaling up online pharmaceutical services in emerging markets due to the high prevalence of paper prescriptions that are challenging for customers to interpret. We present RxLens, a multi-step end-end Large Language Model (LLM)-based deployed solution for automated pharmacy cart construction comprising multiple
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