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Jan 7

CXMArena: Unified Dataset to benchmark performance in realistic CXM Scenarios

Large Language Models (LLMs) hold immense potential for revolutionizing Customer Experience Management (CXM), particularly in contact center operations. However, evaluating their practical utility in complex operational environments is hindered by data scarcity (due to privacy concerns) and the limitations of current benchmarks. Existing benchmarks often lack realism, failing to incorporate deep knowledge base (KB) integration, real-world noise, or critical operational tasks beyond conversational fluency. To bridge this gap, we introduce CXMArena, a novel, large-scale synthetic benchmark dataset specifically designed for evaluating AI in operational CXM contexts. Given the diversity in possible contact center features, we have developed a scalable LLM-powered pipeline that simulates the brand's CXM entities that form the foundation of our datasets-such as knowledge articles including product specifications, issue taxonomies, and contact center conversations. The entities closely represent real-world distribution because of controlled noise injection (informed by domain experts) and rigorous automated validation. Building on this, we release CXMArena, which provides dedicated benchmarks targeting five important operational tasks: Knowledge Base Refinement, Intent Prediction, Agent Quality Adherence, Article Search, and Multi-turn RAG with Integrated Tools. Our baseline experiments underscore the benchmark's difficulty: even state of the art embedding and generation models achieve only 68% accuracy on article search, while standard embedding methods yield a low F1 score of 0.3 for knowledge base refinement, highlighting significant challenges for current models necessitating complex pipelines and solutions over conventional techniques.

  • 3 authors
·
May 14, 2025

Leveraging Large Language Models for Generating Research Topic Ontologies: A Multi-Disciplinary Study

Ontologies and taxonomies of research fields are critical for managing and organising scientific knowledge, as they facilitate efficient classification, dissemination and retrieval of information. However, the creation and maintenance of such ontologies are expensive and time-consuming tasks, usually requiring the coordinated effort of multiple domain experts. Consequently, ontologies in this space often exhibit uneven coverage across different disciplines, limited inter-domain connectivity, and infrequent updating cycles. In this study, we investigate the capability of several large language models to identify semantic relationships among research topics within three academic domains: biomedicine, physics, and engineering. The models were evaluated under three distinct conditions: zero-shot prompting, chain-of-thought prompting, and fine-tuning on existing ontologies. Additionally, we assessed the cross-domain transferability of fine-tuned models by measuring their performance when trained in one domain and subsequently applied to a different one. To support this analysis, we introduce PEM-Rel-8K, a novel dataset consisting of over 8,000 relationships extracted from the most widely adopted taxonomies in the three disciplines considered in this study: MeSH, PhySH, and IEEE. Our experiments demonstrate that fine-tuning LLMs on PEM-Rel-8K yields excellent performance across all disciplines.

  • 4 authors
·
Aug 28, 2025

TaxoAdapt: Aligning LLM-Based Multidimensional Taxonomy Construction to Evolving Research Corpora

The rapid evolution of scientific fields introduces challenges in organizing and retrieving scientific literature. While expert-curated taxonomies have traditionally addressed this need, the process is time-consuming and expensive. Furthermore, recent automatic taxonomy construction methods either (1) over-rely on a specific corpus, sacrificing generalizability, or (2) depend heavily on the general knowledge of large language models (LLMs) contained within their pre-training datasets, often overlooking the dynamic nature of evolving scientific domains. Additionally, these approaches fail to account for the multi-faceted nature of scientific literature, where a single research paper may contribute to multiple dimensions (e.g., methodology, new tasks, evaluation metrics, benchmarks). To address these gaps, we propose TaxoAdapt, a framework that dynamically adapts an LLM-generated taxonomy to a given corpus across multiple dimensions. TaxoAdapt performs iterative hierarchical classification, expanding both the taxonomy width and depth based on corpus' topical distribution. We demonstrate its state-of-the-art performance across a diverse set of computer science conferences over the years to showcase its ability to structure and capture the evolution of scientific fields. As a multidimensional method, TaxoAdapt generates taxonomies that are 26.51% more granularity-preserving and 50.41% more coherent than the most competitive baselines judged by LLMs.

  • 6 authors
·
Jun 12, 2025 2

Towards Systematic Monolingual NLP Surveys: GenA of Greek NLP

Natural Language Processing (NLP) research has traditionally been predominantly focused on English, driven by the availability of resources, the size of the research community, and market demands. Recently, there has been a noticeable shift towards multilingualism in NLP, recognizing the need for inclusivity and effectiveness across diverse languages and cultures. Monolingual surveys have the potential to complement the broader trend towards multilingualism in NLP by providing foundational insights and resources, necessary for effectively addressing the linguistic diversity of global communication. However, monolingual NLP surveys are extremely rare in the literature. This study introduces a generalizable methodology for creating systematic and comprehensive monolingual NLP surveys, aimed at optimizing the process of constructing such surveys and thoroughly addressing a language's NLP support. Our approach integrates a structured search protocol to avoid selection bias and ensure reproducibility, an NLP task taxonomy to organize the surveyed material coherently, and language resources (LRs) taxonomies to identify potential benchmarks and highlight opportunities for improving resource availability (e.g., through better maintenance or licensing). We apply this methodology to Greek NLP (2012-2023), providing a comprehensive overview of its current state and challenges. We discuss the progress of Greek NLP and outline the Greek LRs found, classified by availability and usability, assessing language support per NLP task. The presented systematic literature review of Greek NLP serves as an application of our method that showcases the benefits of monolingual NLP surveys more broadly. Similar applications could be considered for the myriads of languages whose progress in NLP lags behind that of well-supported languages.

  • 4 authors
·
Jul 13, 2024

AI Exchange Platforms

The rapid integration of Artificial Intelligence (AI) into organizational technology frameworks has transformed how organizations engage with AI-driven models, influencing both operational performance and strategic innovation. With the advent of foundation models, the importance of structured platforms for AI model exchange has become paramount for organizational efficacy and adaptability. However, a comprehensive framework to categorize and understand these platforms remains underexplored. To address this gap, our taxonomy provides a structured approach to categorize AI exchange platforms, examining key dimensions and characteristics, as well as revealing interesting interaction patterns between public research institutions and organizations: Some platforms leverage peer review as a mechanism for quality control, and provide mechanisms for online testing, deploying, and customization of models. Our paper is beneficial to practitioners seeking to understand challenges and opportunities that arise from AI exchange platforms. For academics, the taxonomy serves as a foundation for further research into the evolution, impact, and best practices associated with AI model sharing and utilization in different contexts. Additionally, our study provides insights into the evolving role of AI in various industries, highlighting the importance of adaptability and innovation in platform design. This paper serves as a critical resource for understanding the dynamic interplay between technology, business models, and user engagement in the rapidly growing domain of AI model exchanges pointing also towards possible future evolution.

  • 2 authors
·
Oct 7, 2025

Enquire One's Parent and Child Before Decision: Fully Exploit Hierarchical Structure for Self-Supervised Taxonomy Expansion

Taxonomy is a hierarchically structured knowledge graph that plays a crucial role in machine intelligence. The taxonomy expansion task aims to find a position for a new term in an existing taxonomy to capture the emerging knowledge in the world and keep the taxonomy dynamically updated. Previous taxonomy expansion solutions neglect valuable information brought by the hierarchical structure and evaluate the correctness of merely an added edge, which downgrade the problem to node-pair scoring or mini-path classification. In this paper, we propose the Hierarchy Expansion Framework (HEF), which fully exploits the hierarchical structure's properties to maximize the coherence of expanded taxonomy. HEF makes use of taxonomy's hierarchical structure in multiple aspects: i) HEF utilizes subtrees containing most relevant nodes as self-supervision data for a complete comparison of parental and sibling relations; ii) HEF adopts a coherence modeling module to evaluate the coherence of a taxonomy's subtree by integrating hypernymy relation detection and several tree-exclusive features; iii) HEF introduces the Fitting Score for position selection, which explicitly evaluates both path and level selections and takes full advantage of parental relations to interchange information for disambiguation and self-correction. Extensive experiments show that by better exploiting the hierarchical structure and optimizing taxonomy's coherence, HEF vastly surpasses the prior state-of-the-art on three benchmark datasets by an average improvement of 46.7% in accuracy and 32.3% in mean reciprocal rank.

  • 5 authors
·
Jan 27, 2021

Retrieval-Augmented Generation with Knowledge Graphs for Customer Service Question Answering

In customer service technical support, swiftly and accurately retrieving relevant past issues is critical for efficiently resolving customer inquiries. The conventional retrieval methods in retrieval-augmented generation (RAG) for large language models (LLMs) treat a large corpus of past issue tracking tickets as plain text, ignoring the crucial intra-issue structure and inter-issue relations, which limits performance. We introduce a novel customer service question-answering method that amalgamates RAG with a knowledge graph (KG). Our method constructs a KG from historical issues for use in retrieval, retaining the intra-issue structure and inter-issue relations. During the question-answering phase, our method parses consumer queries and retrieves related sub-graphs from the KG to generate answers. This integration of a KG not only improves retrieval accuracy by preserving customer service structure information but also enhances answering quality by mitigating the effects of text segmentation. Empirical assessments on our benchmark datasets, utilizing key retrieval (MRR, Recall@K, NDCG@K) and text generation (BLEU, ROUGE, METEOR) metrics, reveal that our method outperforms the baseline by 77.6% in MRR and by 0.32 in BLEU. Our method has been deployed within LinkedIn's customer service team for approximately six months and has reduced the median per-issue resolution time by 28.6%.

  • 7 authors
·
Apr 26, 2024

The Ethics of ChatGPT in Medicine and Healthcare: A Systematic Review on Large Language Models (LLMs)

With the introduction of ChatGPT, Large Language Models (LLMs) have received enormous attention in healthcare. Despite their potential benefits, researchers have underscored various ethical implications. While individual instances have drawn much attention, the debate lacks a systematic overview of practical applications currently researched and ethical issues connected to them. Against this background, this work aims to map the ethical landscape surrounding the current stage of deployment of LLMs in medicine and healthcare. Electronic databases and preprint servers were queried using a comprehensive search strategy. Studies were screened and extracted following a modified rapid review approach. Methodological quality was assessed using a hybrid approach. For 53 records, a meta-aggregative synthesis was performed. Four fields of applications emerged and testify to a vivid exploration phase. Advantages of using LLMs are attributed to their capacity in data analysis, personalized information provisioning, support in decision-making, mitigating information loss and enhancing information accessibility. However, we also identifies recurrent ethical concerns connected to fairness, bias, non-maleficence, transparency, and privacy. A distinctive concern is the tendency to produce harmful misinformation or convincingly but inaccurate content. A recurrent plea for ethical guidance and human oversight is evident. Given the variety of use cases, it is suggested that the ethical guidance debate be reframed to focus on defining what constitutes acceptable human oversight across the spectrum of applications. This involves considering diverse settings, varying potentials for harm, and different acceptable thresholds for performance and certainty in healthcare. In addition, a critical inquiry is necessary to determine the extent to which the current experimental use of LLMs is necessary and justified.

  • 2 authors
·
Mar 21, 2024

Assessing Language Model Deployment with Risk Cards

This paper introduces RiskCards, a framework for structured assessment and documentation of risks associated with an application of language models. As with all language, text generated by language models can be harmful, or used to bring about harm. Automating language generation adds both an element of scale and also more subtle or emergent undesirable tendencies to the generated text. Prior work establishes a wide variety of language model harms to many different actors: existing taxonomies identify categories of harms posed by language models; benchmarks establish automated tests of these harms; and documentation standards for models, tasks and datasets encourage transparent reporting. However, there is no risk-centric framework for documenting the complexity of a landscape in which some risks are shared across models and contexts, while others are specific, and where certain conditions may be required for risks to manifest as harms. RiskCards address this methodological gap by providing a generic framework for assessing the use of a given language model in a given scenario. Each RiskCard makes clear the routes for the risk to manifest harm, their placement in harm taxonomies, and example prompt-output pairs. While RiskCards are designed to be open-source, dynamic and participatory, we present a "starter set" of RiskCards taken from a broad literature survey, each of which details a concrete risk presentation. Language model RiskCards initiate a community knowledge base which permits the mapping of risks and harms to a specific model or its application scenario, ultimately contributing to a better, safer and shared understanding of the risk landscape.

  • 7 authors
·
Mar 31, 2023

What Does My QA Model Know? Devising Controlled Probes using Expert Knowledge

Open-domain question answering (QA) is known to involve several underlying knowledge and reasoning challenges, but are models actually learning such knowledge when trained on benchmark tasks? To investigate this, we introduce several new challenge tasks that probe whether state-of-the-art QA models have general knowledge about word definitions and general taxonomic reasoning, both of which are fundamental to more complex forms of reasoning and are widespread in benchmark datasets. As an alternative to expensive crowd-sourcing, we introduce a methodology for automatically building datasets from various types of expert knowledge (e.g., knowledge graphs and lexical taxonomies), allowing for systematic control over the resulting probes and for a more comprehensive evaluation. We find automatically constructing probes to be vulnerable to annotation artifacts, which we carefully control for. Our evaluation confirms that transformer-based QA models are already predisposed to recognize certain types of structural lexical knowledge. However, it also reveals a more nuanced picture: their performance degrades substantially with even a slight increase in the number of hops in the underlying taxonomic hierarchy, or as more challenging distractor candidate answers are introduced. Further, even when these models succeed at the standard instance-level evaluation, they leave much room for improvement when assessed at the level of clusters of semantically connected probes (e.g., all Isa questions about a concept).

  • 2 authors
·
Dec 31, 2019

Diagnosing Failure Root Causes in Platform-Orchestrated Agentic Systems: Dataset, Taxonomy, and Benchmark

Agentic systems consisting of multiple LLM-driven agents coordinating through tools and structured interactions, are increasingly deployed for complex reasoning and problem-solving tasks. At the same time, emerging low-code and template-based agent development platforms (e.g., Dify) enable users to rapidly build and orchestrate agentic systems, which we refer to as platform-orchestrated agentic systems. However, these systems are also fragile and it remains unclear how to systematically identify their potential failure root cause. This paper presents a study of root cause identification of these platform-orchestrated agentic systems. To support this initiative, we construct a dataset AgentFail containing 307 failure logs from ten agentic systems, each with fine-grained annotations linking failures to their root causes. We additionally utilize counterfactual reasoning-based repair strategy to ensure the reliability of the annotation. Building on the dataset, we develop a taxonomy that characterizes failure root causes and analyze their distribution across different platforms and task domains. Furthermore, we introduce a benchmark that leverages LLMs for automatically identifying root causes, in which we also utilize the proposed taxonomy as guidance for LLMs. Results show that the taxonomy can largely improve the performance, thereby confirming its utility. Nevertheless, the accuracy of root cause identification reaches at most 33.6%, which indicates that this task still remains challenging. In light of these results, we also provide actionable guidelines for building such agentic systems. In summary, this paper provides a reliable dataset of failure root cause for platform-orchestrated agentic systems, corresponding taxonomy and benchmark, which serves as a foundation for advancing the development of more reliable agentic systems.

  • 7 authors
·
Sep 28, 2025

Harmful Terms and Where to Find Them: Measuring and Modeling Unfavorable Financial Terms and Conditions in Shopping Websites at Scale

Terms and conditions for online shopping websites often contain terms that can have significant financial consequences for customers. Despite their impact, there is currently no comprehensive understanding of the types and potential risks associated with unfavorable financial terms. Furthermore, there are no publicly available detection systems or datasets to systematically identify or mitigate these terms. In this paper, we take the first steps toward solving this problem with three key contributions. First, we introduce TermMiner, an automated data collection and topic modeling pipeline to understand the landscape of unfavorable financial terms. Second, we create ShopTC-100K, a dataset of terms and conditions from shopping websites in the Tranco top 100K list, comprising 1.8 million terms from 8,251 websites. Consequently, we develop a taxonomy of 22 types from 4 categories of unfavorable financial terms -- spanning purchase, post-purchase, account termination, and legal aspects. Third, we build TermLens, an automated detector that uses Large Language Models (LLMs) to identify unfavorable financial terms. Fine-tuned on an annotated dataset, TermLens achieves an F1 score of 94.6\% and a false positive rate of 2.3\% using GPT-4o. When applied to shopping websites from the Tranco top 100K, we find that 42.06\% of these sites contain at least one unfavorable financial term, with such terms being more prevalent on less popular websites. Case studies further highlight the financial risks and customer dissatisfaction associated with unfavorable financial terms, as well as the limitations of existing ecosystem defenses.

  • 5 authors
·
Feb 3, 2025

Fairness Definitions in Language Models Explained

Language Models (LMs) have demonstrated exceptional performance across various Natural Language Processing (NLP) tasks. Despite these advancements, LMs can inherit and amplify societal biases related to sensitive attributes such as gender and race, limiting their adoption in real-world applications. Therefore, fairness has been extensively explored in LMs, leading to the proposal of various fairness notions. However, the lack of clear agreement on which fairness definition to apply in specific contexts (e.g., medium-sized LMs versus large-sized LMs) and the complexity of understanding the distinctions between these definitions can create confusion and impede further progress. To this end, this paper proposes a systematic survey that clarifies the definitions of fairness as they apply to LMs. Specifically, we begin with a brief introduction to LMs and fairness in LMs, followed by a comprehensive, up-to-date overview of existing fairness notions in LMs and the introduction of a novel taxonomy that categorizes these concepts based on their foundational principles and operational distinctions. We further illustrate each definition through experiments, showcasing their practical implications and outcomes. Finally, we discuss current research challenges and open questions, aiming to foster innovative ideas and advance the field. The implementation and additional resources are publicly available at https://github.com/LavinWong/Fairness-in-Large-Language-Models/tree/main/definitions.

  • 4 authors
·
Jul 25, 2024