Gitit Kehat

Kristen Howell, Gwen Christian, Pavel Fomitchov et al.

Contacting customer service via chat is a common practice. Because employing customer service agents is expensive, many companies are turning to NLP that assists human agents by auto-generating responses that can be used directly or with modifications. Large Language Models (LLMs) are a natural fit for this use case; however, their efficacy must be balanced with the cost of training and serving them. This paper assesses the practical cost and impact of LLMs for the enterprise as a function of the usefulness of the responses that they generate. We present a cost framework for evaluating an NLP model's utility for this use case and apply it to a single brand as a case study in the context of an existing agent assistance product. We compare three strategies for specializing an LLM - prompt engineering, fine-tuning, and knowledge distillation - using feedback from the brand's customer service agents. We find that the usability of a model's responses can make up for a large difference in inference cost for our case study brand, and we extrapolate our findings to the broader enterprise space.

Christopher Ormerod, Gitit Kehat

This paper addresses a critical safety gap in the use Automated Verbal Response Scoring (AVRS). We present a novel hybrid framework for troubled student detection that combines a text classifier, trained to detect responses based on their content, and an audio classifier, trained to detect responses using prosodic markers. This approach overcomes key limitations of traditional AVRS systems by considering both content and prosody of responses, achieving enhanced performance in identifying potentially concerning responses. This system can expedite the review process by humans, which can be life-saving particularly when timely intervention may be crucial.

Christopher Ormerod, Gitit Kehat

Transformer-based language models are architecturally constrained to process text of a fixed maximum length. Essays written by higher-grade students frequently exceed the maximum allowed length for many popular open-source models. A common approach to addressing this issue when using these models for Automated Essay Scoring is to truncate the input text. This raises serious validity concerns as it undermines the model's ability to fully capture and evaluate organizational elements of the scoring rubric, which requires long contexts to assess. In this study, we evaluate several models that incorporate architectural modifications of the standard transformer architecture to overcome these length limitations using the Kaggle ASAP 2.0 dataset. The models considered in this study include fine-tuned versions of XLNet, Longformer, ModernBERT, Mamba, and Llama models.

Gitit Kehat, James Pustejovsky

Annotated datasets are commonly used in the training and evaluation of tasks involving natural language and vision (image description generation, action recognition and visual question answering). However, many of the existing datasets reflect problems that emerge in the process of data selection and annotation. Here we point out some of the difficulties and problems one confronts when creating and validating annotated vision and language datasets.