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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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ICML 2023 Workshop on Interactive Learning with Implicit Human Feedback2023In this work, we show how to collect and use human feedback to improve complex models in information retrieval systems. Human feedback often improves model performance, yet little has been shown to combine human feedback and model tuning in an end-to-end setup with public resources. To this end, we develop a system called Crowd-Coachable Retriever (CCR),1 where we use crowd-sourced workers and open-source
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KDD 2023 Workshop on Robust NLP for Finance (RobustFin)2023In large corporations, millions of cash transactions are booked via cash management software (CMS) per month. Most CMS systems adopt a key-word (search string) based matching logic for booking, which checks if the cash transaction description contains a specific search string and books the transaction to an appropriate general ledger account (GL-account) according to a booking rule. However, due to the
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ACL Findings 20232023Multilingual information retrieval (IR) is challenging since annotated training data is costly to obtain in many languages. We present an effective method to train multilingual IR systems when only English IR training data and some parallel corpora between English and other languages are available. We leverage parallel and non-parallel corpora to improve the pretrained multilingual language models’ cross-lingual
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