Customer-obsessed science


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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.
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2024Large language models (LLMs) have demonstrated remarkable performance in diverse tasks using zero-shot and few-shot prompting. Even though their capabilities of data synthesis have been studied well in recent years, the generated data suffers from a lack of diversity, less adherence to the prompt, and potential biases that creep into the data from the generator model. In this work, we tackle the challenge
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2024Intent detection is a critical component of task-oriented dialogue systems (TODS) which enables the identification of suitable actions to address user utterances at each dialog turn. Traditional approaches relied on computationally efficient supervised sentence transformer encoder models, which require substantial training data and struggle with out-of-scope (OOS) detection. The emergence of generative
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2024Long-form question answering (LFQA) aims at generating in-depth answers to end-user questions, providing relevant information beyond the direct answer. However, existing retrievers are typically optimized towards information that directly targets the question, missing out on such contextual information. Furthermore, there is a lack of training data for relevant context. To this end, we propose and compare
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Instruction following is a key capability for LLMs. However, recent studies have shown that LLMs often struggle with instructions containing multiple constraints (e.g. a request to create a social media post “in a funny tone” with “no hashtag”). Despite this, most evaluations focus solely on synthetic data. To address this, we introduce RealInstruct, the first benchmark designed to evaluate LLMs’ ability
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2024Query Auto-Complete (QAC) is an essential search feature that suggests users with a list of potential search keyword completions as they type, enabling them to complete their queries faster. While the QAC systems in eCommerce stores generally use the Learning to Rank (LTR) approach optimized based on customer feedback, it struggles to provide diverse suggestions, leading to repetitive queries and limited
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