Saurabh Vaichal

Sriram Veturi, Saurabh Vaichal, Reshma Lal Jagadheesh et al.

Large Language Models (LLMs) have shown versatility in various Natural Language Processing (NLP) tasks, including their potential as effective question-answering systems. However, to provide precise and relevant information in response to specific customer queries in industry settings, LLMs require access to a comprehensive knowledge base to avoid hallucinations. Retrieval Augmented Generation (RAG) emerges as a promising technique to address this challenge. Yet, developing an accurate question-answering framework for real-world applications using RAG entails several challenges: 1) data availability issues, 2) evaluating the quality of generated content, and 3) the costly nature of human evaluation. In this paper, we introduce an end-to-end framework that employs LLMs with RAG capabilities for industry use cases. Given a customer query, the proposed system retrieves relevant knowledge documents and leverages them, along with previous chat history, to generate response suggestions for customer service agents in the contact centers of a major retail company. Through comprehensive automated and human evaluations, we show that this solution outperforms the current BERT-based algorithms in accuracy and relevance. Our findings suggest that RAG-based LLMs can be an excellent support to human customer service representatives by lightening their workload.

Amol Kelkar, Rohan Relan, Vaishali Bhardwaj et al.

To access data stored in relational databases, users need to understand the database schema and write a query using a query language such as SQL. To simplify this task, text-to-SQL models attempt to translate a user's natural language question to corresponding SQL query. Recently, several generative text-to-SQL models have been developed. We propose a novel discriminative re-ranker to improve the performance of generative text-to-SQL models by extracting the best SQL query from the beam output predicted by the text-to-SQL generator, resulting in improved performance in the cases where the best query was in the candidate list, but not at the top of the list. We build the re-ranker as a schema agnostic BERT fine-tuned classifier. We analyze relative strengths of the text-to-SQL and re-ranker models across different query hardness levels, and suggest how to combine the two models for optimal performance. We demonstrate the effectiveness of the re-ranker by applying it to two state-of-the-art text-to-SQL models, and achieve top 4 score on the Spider leaderboard at the time of writing this article.