Customer-obsessed science


Research areas
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July 29, 2025New cost-to-serve-software metric that accounts for the full software development lifecycle helps determine which software development innovations provide quantifiable value.
Featured news
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NAACL 2025 Workshop on Knowledge-Augmented NLP2025In Recommender Systems, users often seek the best products through indirect, vague, or under-specified queries, such as “best shoes for trail running”. Such queries, also referred to as implicit superlative queries, pose a significant challenge for standard retrieval and ranking systems as they lack an explicit mention of attributes and require identifying and reasoning over complex factors. We investigate
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The Web Conf 2025 Workshop on Resource-Efficient Learning for the Web2025E-commerce has experienced significant growth recently, generating vast amounts of data on user preferences, interactions, and purchase patterns. Effectively modeling and representing users and products in these online ecosystems is crucial for various applications. However, existing approaches for e-commerce representation learning face several limitations: (i) they primarily consider user behavior patterns
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IJCNN 20252025Latent entity extraction (LEE) tackles the challenge of identifying implicit, contextually inferred entities within free text—an area where traditional entity extraction methods fall short. In this paper, we introduce LentEx, a novel framework for latent entity extraction that leverages synthetic data generation and instruction fine-tuning to optimize smaller, efficient large language models (LLMs). Latent
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ACL Findings 20252025Large language models (LLMs) have advanced conversational AI assistants. However, systematically evaluating how well these assistants apply personalization—adapting to individual user preferences while completing tasks—remains challenging. Existing personalization benchmarks focus on chit-chat, nonconversational tasks, or narrow domains, failing to capture the complexities of personalized task-oriented
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Modern logistics networks face a critical challenge in performance documentation that consumes substantial resources yet suffers from inconsistent quality, limited expert review, and context-specificity. We present Shifu, an adaptive knowledge acquisition system for automated root cause analysis that learns continuously from operational feedback without requiring gold standard examples. Shifu integrates
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