Daily Papers

As financial services (FS) companies have experienced drastic technology driven changes, the availability of new data streams provides the opportunity for more comprehensive customer understanding. We propose Dynamic Customer Embeddings (DCE), a framework that leverages customers' digital activity and a wide range of financial context to learn dense representations of customers in the FS industry. Our method examines customer actions and pageviews within a mobile or web digital session, the sequencing of the sessions themselves, and snapshots of common financial features across our organization at the time of login. We test our customer embeddings using real world data in three prediction problems: 1) the intent of a customer in their next digital session, 2) the probability of a customer calling the call centers after a session, and 3) the probability of a digital session to be fraudulent. DCE showed performance lift in all three downstream problems.

Grounding natural language instructions on the web to perform previously unseen tasks enables accessibility and automation. We introduce a task and dataset to train AI agents from open-domain, step-by-step instructions originally written for people. We build RUSS (Rapid Universal Support Service) to tackle this problem. RUSS consists of two models: First, a BERT-LSTM with pointers parses instructions to ThingTalk, a domain-specific language we design for grounding natural language on the web. Then, a grounding model retrieves the unique IDs of any webpage elements requested in ThingTalk. RUSS may interact with the user through a dialogue (e.g. ask for an address) or execute a web operation (e.g. click a button) inside the web runtime. To augment training, we synthesize natural language instructions mapped to ThingTalk. Our dataset consists of 80 different customer service problems from help websites, with a total of 741 step-by-step instructions and their corresponding actions. RUSS achieves 76.7% end-to-end accuracy predicting agent actions from single instructions. It outperforms state-of-the-art models that directly map instructions to actions without ThingTalk. Our user study shows that RUSS is preferred by actual users over web navigation.

Understanding the content of videos is one of the core techniques for developing various helpful applications in the real world, such as recognizing various human actions for surveillance systems or customer behavior analysis in an autonomous shop. However, understanding the content or story of the video still remains a challenging problem due to its sheer amount of data and temporal structure. In this paper, we propose a multi-channel neural network structure that adopts a two-stream network structure, which has been shown high performance in human action recognition field, and use it as a spatiotemporal video feature extractor for solving video question and answering task. We also adopt a squeeze-and-excitation structure to two-stream network structure for achieving a channel-wise attended spatiotemporal feature. For jointly modeling the spatiotemporal features from video and the textual features from the question, we design a context matching module with a level adjusting layer to remove the gap of information between visual and textual features by applying attention mechanism on joint modeling. Finally, we adopt a scoring mechanism and smoothed ranking loss objective function for selecting the correct answer from answer candidates. We evaluate our model with TVQA dataset, and our approach shows the improved result in textual only setting, but the result with visual feature shows the limitation and possibility of our approach.

Customer service is how companies interface with their customers. It can contribute heavily towards the overall customer satisfaction. However, high-quality service can become expensive, creating an incentive to make it as cost efficient as possible and prompting most companies to utilize AI-powered assistants, or "chat bots". On the other hand, human-to-human interaction is still desired by customers, especially when it comes to complex scenarios such as disputes and sensitive topics like bill payment. This raises the bar for customer service agents. They need to accurately understand the customer's question or concern, identify a solution that is acceptable yet feasible (and within the company's policy), all while handling multiple conversations at once. In this work, we introduce "Ask Me Anything" (AMA) as an add-on feature to an agent-facing customer service interface. AMA allows agents to ask questions to a large language model (LLM) on demand, as they are handling customer conversations -- the LLM provides accurate responses in real-time, reducing the amount of context switching the agent needs. In our internal experiments, we find that agents using AMA versus a traditional search experience spend approximately 10% fewer seconds per conversation containing a search, translating to millions of dollars of savings annually. Agents that used the AMA feature provided positive feedback nearly 80% of the time, demonstrating its usefulness as an AI-assisted feature for customer care.

Recently, peoples awareness of online purchases has significantly risen. This has given rise to online retail platforms and the need for a better understanding of customer purchasing behaviour. Retail companies are pressed with the need to deal with a high volume of customer purchases, which requires sophisticated approaches to perform more accurate and efficient customer segmentation. Customer segmentation is a marketing analytical tool that aids customer-centric service and thus enhances profitability. In this paper, we aim to develop a customer segmentation model to improve decision-making processes in the retail market industry. To achieve this, we employed a UK-based online retail dataset obtained from the UCI machine learning repository. The retail dataset consists of 541,909 customer records and eight features. Our study adopted the RFM (recency, frequency, and monetary) framework to quantify customer values. Thereafter, we compared several state-of-the-art (SOTA) clustering algorithms, namely, K-means clustering, the Gaussian mixture model (GMM), density-based spatial clustering of applications with noise (DBSCAN), agglomerative clustering, and balanced iterative reducing and clustering using hierarchies (BIRCH). The results showed the GMM outperformed other approaches, with a Silhouette Score of 0.80.

Customer product reviews play a role in improving the quality of products and services for business organizations or their brands. Complaining is an attitude that expresses dissatisfaction with an event or a product not meeting customer expectations. In this paper, we build a Open-domain Complaint Detection dataset (UIT-ViOCD), including 5,485 human-annotated reviews on four categories about product reviews on e-commerce sites. After the data collection phase, we proceed to the annotation task and achieve the inter-annotator agreement Am of 87%. Then, we present an extensive methodology for the research purposes and achieve 92.16% by F1-score for identifying complaints. With the results, in the future, we aim to build a system for open-domain complaint detection in E-commerce websites.

B2B sales requires effective prediction of customer growth, identification of upsell potential, and mitigation of churn risks. LinkedIn sales representatives traditionally relied on intuition and fragmented data signals to assess customer performance. This resulted in significant time investment in data understanding as well as strategy formulation and under-investment in active selling. To overcome this challenge, we developed a data product called Account Prioritizer, an intelligent sales account prioritization engine. It uses machine learning recommendation models and integrated account-level explanation algorithms within the sales CRM to automate the manual process of sales book prioritization. A successful A/B test demonstrated that the Account Prioritizer generated a substantial +8.08% increase in renewal bookings for the LinkedIn Business.

In the digital age, the dynamics of customer service are evolving, driven by technological advancements and the integration of Large Language Models (LLMs). This research paper introduces a groundbreaking approach to automating customer service using LangChain, a custom LLM tailored for organizations. The paper explores the obsolescence of traditional customer support techniques, particularly Frequently Asked Questions (FAQs), and proposes a paradigm shift towards responsive, context-aware, and personalized customer interactions. The heart of this innovation lies in the fusion of open-source methodologies, web scraping, fine-tuning, and the seamless integration of LangChain into customer service platforms. This open-source state-of-the-art framework, presented as "Sahaay," demonstrates the ability to scale across industries and organizations, offering real-time support and query resolution. Key elements of this research encompass data collection via web scraping, the role of embeddings, the utilization of Google's Flan T5 XXL, Base and Small language models for knowledge retrieval, and the integration of the chatbot into customer service platforms. The results section provides insights into their performance and use cases, here particularly within an educational institution. This research heralds a new era in customer service, where technology is harnessed to create efficient, personalized, and responsive interactions. Sahaay, powered by LangChain, redefines the customer-company relationship, elevating customer retention, value extraction, and brand image. As organizations embrace LLMs, customer service becomes a dynamic and customer-centric ecosystem.

As retailers around the world increase efforts in developing targeted marketing campaigns for different audiences, predicting accurately which customers are most likely to churn ahead of time is crucial for marketing teams in order to increase business profits. This work presents a deep survival framework to predict which customers are at risk of stopping to purchase with retail companies in non-contractual settings. By leveraging the survival model parameters to be learnt by recurrent neural networks, we are able to obtain individual level survival models for purchasing behaviour based only on individual customer behaviour and avoid time-consuming feature engineering processes usually done when training machine learning models.

Product recommendation systems are important for major movie studios during the movie greenlight process and as part of machine learning personalization pipelines. Collaborative Filtering (CF) models have proved to be effective at powering recommender systems for online streaming services with explicit customer feedback data. CF models do not perform well in scenarios in which feedback data is not available, in cold start situations like new product launches, and situations with markedly different customer tiers (e.g., high frequency customers vs. casual customers). Generative natural language models that create useful theme-based representations of an underlying corpus of documents can be used to represent new product descriptions, like new movie plots. When combined with CF, they have shown to increase the performance in cold start situations. Outside of those cases though in which explicit customer feedback is available, recommender engines must rely on binary purchase data, which materially degrades performance. Fortunately, purchase data can be combined with product descriptions to generate meaningful representations of products and customer trajectories in a convenient product space in which proximity represents similarity. Learning to measure the distance between points in this space can be accomplished with a deep neural network that trains on customer histories and on dense vectorizations of product descriptions. We developed a system based on Collaborative (Deep) Metric Learning (CML) to predict the purchase probabilities of new theatrical releases. We trained and evaluated the model using a large dataset of customer histories, and tested the model for a set of movies that were released outside of the training window. Initial experiments show gains relative to models that do not train on collaborative preferences.

Financial Technology (FinTech) is one of the worldwide rapidly-rising topics in the past five years according to the statistics of FinTech from Google Trends. In this position paper, we focus on the researches applying natural language processing (NLP) technologies in the finance domain. Our goal is to indicate the position we are now and provide the blueprint for future researches. We go through the application scenarios from three aspects including Know Your Customer (KYC), Know Your Product (KYP), and Satisfy Your Customer (SYC). Both formal documents and informal textual data are analyzed to understand corporate customers and personal customers. Furthermore, we talk over how to dynamically update the features of products from the prospect and the risk points of view. Finally, we discuss satisfying the customers in both B2C and C2C business models. After summarizing the past and the recent challenges, we highlight several promising future research directions in the trend of FinTech and the open finance tendency.

With the huge growth in e-commerce domain, product recommendations have become an increasing field of interest amongst e-commerce companies. One of the more difficult tasks in product recommendations is size and fit predictions. There are a lot of size related returns and refunds in e-fashion domain which causes inconvenience to the customers as well as costs the company. Thus having a good size and fit recommendation system, which can predict the correct sizes for the customers will not only reduce size related returns and refunds but also improve customer experience. Early works in this field used traditional machine learning approaches to estimate customer and product sizes from purchase history. These methods suffered from cold start problem due to huge sparsity in the customer-product data. More recently, people have used deep learning to address this problem by embedding customer and product features. But none of them incorporates valuable customer feedback present on product pages along with the customer and product features. We propose a novel approach which can use information from customer reviews along with customer and product features for size and fit predictions. We demonstrate the effectiveness of our approach compared to using just product and customer features on 4 datasets. Our method shows an improvement of 1.37% - 4.31% in F1 (macro) score over the baseline across the 4 different datasets.

Effective customer support requires not only accurate problem solving but also structured and empathetic communication aligned with professional standards. However, existing dialogue datasets often lack strategic guidance, and real-world service data is difficult to access and annotate. To address this, we introduce the task of Customer Support Conversation (CSC), aimed at training customer service agents to respond using well-defined support strategies. We propose a structured CSC framework grounded in COPC guidelines, defining five conversational stages and twelve strategies to guide high-quality interactions. Based on this, we construct CSConv, an evaluation dataset of 1,855 real-world customer-agent conversations rewritten using LLMs to reflect deliberate strategy use, and annotated accordingly. Additionally, we develop a role-playing approach that simulates strategy-rich conversations using LLM-powered roles aligned with the CSC framework, resulting in the training dataset RoleCS. Experiments show that fine-tuning strong LLMs on RoleCS significantly improves their ability to generate high-quality, strategy-aligned responses on CSConv. Human evaluations further confirm gains in problem resolution. All code and data will be made publicly available at https://github.com/aliyun/qwen-dianjin.

Machine learning models routinely automate decisions in applications like lending and hiring. In such settings, consumer protection rules require companies that deploy models to explain predictions to decision subjects. These rules are motivated, in part, by the belief that explanations can promote recourse by revealing information that individuals can use to contest or improve their outcomes. In practice, many companies comply with these rules by providing individuals with a list of the most important features for their prediction, which they identify based on feature importance scores from feature attribution methods such as SHAP or LIME. In this work, we show how these practices can undermine consumers by highlighting features that would not lead to an improved outcome and by explaining predictions that cannot be changed. We propose to address these issues by highlighting features based on their responsiveness score -- i.e., the probability that an individual can attain a target prediction by changing a specific feature. We develop efficient methods to compute responsiveness scores for any model and any dataset. We conduct an extensive empirical study on the responsiveness of explanations in lending. Our results show that standard practices in consumer finance can backfire by presenting consumers with reasons without recourse, and demonstrate how our approach improves consumer protection by highlighting responsive features and identifying fixed predictions.

This analysis explores the temporal sequencing of objects in a movie trailer. Temporal sequencing of objects in a movie trailer (e.g., a long shot of an object vs intermittent short shots) can convey information about the type of movie, plot of the movie, role of the main characters, and the filmmakers cinematographic choices. When combined with historical customer data, sequencing analysis can be used to improve predictions of customer behavior. E.g., a customer buys tickets to a new movie and maybe the customer has seen movies in the past that contained similar sequences. To explore object sequencing in movie trailers, we propose a video convolutional network to capture actions and scenes that are predictive of customers' preferences. The model learns the specific nature of sequences for different types of objects (e.g., cars vs faces), and the role of sequences in predicting customer future behavior. We show how such a temporal-aware model outperforms simple feature pooling methods proposed in our previous works and, importantly, demonstrate the additional model explain-ability allowed by such a model.

Extending the capabilities of Large Language Models (LLMs) with functions or tools for environment interaction has led to the emergence of the agent paradigm. In industry, training an LLM is not always feasible because of the scarcity of domain data, legal holds on proprietary customer data, rapidly changing business requirements, and the need to prototype new assistants. Agents provide an elegant solution to the above by relying on the zero-shot reasoning abilities of the underlying LLM and utilizing tools to explore and reason over customer data and respond to user requests. However, there are two concerns here: (I) acquiring large scale customer queries for agent testing is time-consuming, and (II) high reliance on the tool call sequence (or trajectory) followed by the agent to respond to user queries may lead to unexpected or incorrect behavior. To address this, we propose MAG-V, a multi-agent framework to first generate a dataset of questions that mimic customer queries; and second, reverse-engineer alternate questions from the responses for trajectory verification. Initial results indicate that our synthetic data can improve agent performance on actual customer queries. Furthermore, our trajectory verification methodology, inspired by distant supervision and using traditional machine learning (ML) models, outperforms a GPT-4o judge baseline by 11% accuracy and matches the performance of a GPT-4 judge on our constructed dataset. Overall, our approach is a step towards unifying diverse task agents into a cohesive framework for achieving an aligned objective.

Customer Relationship Management (CRM) systems are vital for modern enterprises, providing a foundation for managing customer interactions and data. Integrating AI agents into CRM systems can automate routine processes and enhance personalized service. However, deploying and evaluating these agents is challenging due to the lack of realistic benchmarks that reflect the complexity of real-world CRM tasks. To address this issue, we introduce CRMArena, a novel benchmark designed to evaluate AI agents on realistic tasks grounded in professional work environments. Following guidance from CRM experts and industry best practices, we designed CRMArena with nine customer service tasks distributed across three personas: service agent, analyst, and manager. The benchmark includes 16 commonly used industrial objects (e.g., account, order, knowledge article, case) with high interconnectivity, along with latent variables (e.g., complaint habits, policy violations) to simulate realistic data distributions. Experimental results reveal that state-of-the-art LLM agents succeed in less than 40% of the tasks with ReAct prompting, and less than 55% even with function-calling abilities. Our findings highlight the need for enhanced agent capabilities in function-calling and rule-following to be deployed in real-world work environments. CRMArena is an open challenge to the community: systems that can reliably complete tasks showcase direct business value in a popular work environment.

The development of open benchmarking platforms could greatly accelerate the adoption of AI agents in retail. This paper presents comprehensive simulations of customer shopping behaviors for the purpose of benchmarking reinforcement learning (RL) agents that optimize coupon targeting. The difficulty of this learning problem is largely driven by the sparsity of customer purchase events. We trained agents using offline batch data comprising summarized customer purchase histories to help mitigate this effect. Our experiments revealed that contextual bandit and deep RL methods that are less prone to over-fitting the sparse reward distributions significantly outperform static policies. This study offers a practical framework for simulating AI agents that optimize the entire retail customer journey. It aims to inspire the further development of simulation tools for retail AI systems.

Uplift modeling, vital in online marketing, seeks to accurately measure the impact of various strategies, such as coupons or discounts, on different users by predicting the Individual Treatment Effect (ITE). In an e-commerce setting, user behavior follows a defined sequential chain, including impression, click, and conversion. Marketing strategies exert varied uplift effects at each stage within this chain, impacting metrics like click-through and conversion rate. Despite its utility, existing research has neglected to consider the inter-task across all stages impacts within a specific treatment and has insufficiently utilized the treatment information, potentially introducing substantial bias into subsequent marketing decisions. We identify these two issues as the chain-bias problem and the treatment-unadaptive problem. This paper introduces the Entire Chain UPlift method with context-enhanced learning (ECUP), devised to tackle these issues. ECUP consists of two primary components: 1) the Entire Chain-Enhanced Network, which utilizes user behavior patterns to estimate ITE throughout the entire chain space, models the various impacts of treatments on each task, and integrates task prior information to enhance context awareness across all stages, capturing the impact of treatment on different tasks, and 2) the Treatment-Enhanced Network, which facilitates fine-grained treatment modeling through bit-level feature interactions, thereby enabling adaptive feature adjustment. Extensive experiments on public and industrial datasets validate ECUPs effectiveness. Moreover, ECUP has been deployed on the Meituan food delivery platform, serving millions of daily active users, with the related dataset released for future research.

This paper describes a highly developed personalised recommendation system using multimodal, autonomous, multi-agent systems. The system focuses on the incorporation of futuristic AI tech and LLMs like Gemini-1.5- pro and LLaMA-70B to improve customer service experiences especially within e-commerce. Our approach uses multi agent, multimodal systems to provide best possible recommendations to its users. The system is made up of three agents as a whole. The first agent recommends products appropriate for answering the given question, while the second asks follow-up questions based on images that belong to these recommended products and is followed up with an autonomous search by the third agent. It also features a real-time data fetch, user preferences-based recommendations and is adaptive learning. During complicated queries the application processes with Symphony, and uses the Groq API to answer quickly with low response times. It uses a multimodal way to utilize text and images comprehensively, so as to optimize product recommendation and customer interaction.

With increasing demand for and adoption of virtual assistants, recent work has investigated ways to accelerate bot schema design through the automatic induction of intents or the induction of slots and dialogue states. However, a lack of dedicated benchmarks and standardized evaluation has made progress difficult to track and comparisons between systems difficult to make. This challenge track, held as part of the Eleventh Dialog Systems Technology Challenge, introduces a benchmark that aims to evaluate methods for the automatic induction of customer intents in a realistic setting of customer service interactions between human agents and customers. We propose two subtasks for progressively tackling the automatic induction of intents and corresponding evaluation methodologies. We then present three datasets suitable for evaluating the tasks and propose simple baselines. Finally, we summarize the submissions and results of the challenge track, for which we received submissions from 34 teams.

With the rapid development of electronic commerce, the way of shopping has experienced a revolutionary evolution. To fully meet customers' massive and diverse online shopping needs with quick response, the retailing AI system needs to automatically recognize products from images and videos at the stock-keeping unit (SKU) level with high accuracy. However, product recognition is still a challenging task, since many of SKU-level products are fine-grained and visually similar by a rough glimpse. Although there are already some products benchmarks available, these datasets are either too small (limited number of products) or noisy-labeled (lack of human labeling). In this paper, we construct a human-labeled product image dataset named "Products-10K", which contains 10,000 fine-grained SKU-level products frequently bought by online customers in JD.com. Based on our new database, we also introduced several useful tips and tricks for fine-grained product recognition. The products-10K dataset is available via https://products-10k.github.io/.

Understanding customer sentiments is of paramount importance in marketing strategies today. Not only will it give companies an insight as to how customers perceive their products and/or services, but it will also give them an idea on how to improve their offers. This paper attempts to understand the correlation of different variables in customer reviews on a women clothing e-commerce, and to classify each review whether it recommends the reviewed product or not and whether it consists of positive, negative, or neutral sentiment. To achieve these goals, we employed univariate and multivariate analyses on dataset features except for review titles and review texts, and we implemented a bidirectional recurrent neural network (RNN) with long-short term memory unit (LSTM) for recommendation and sentiment classification. Results have shown that a recommendation is a strong indicator of a positive sentiment score, and vice-versa. On the other hand, ratings in product reviews are fuzzy indicators of sentiment scores. We also found out that the bidirectional LSTM was able to reach an F1-score of 0.88 for recommendation classification, and 0.93 for sentiment classification.