Kristen Howell

Courtney Mansfield, Amandalynne Paullada, Kristen Howell

Many datasets contain personally identifiable information, or PII, which poses privacy risks to individuals. PII masking is commonly used to redact personal information such as names, addresses, and phone numbers from text data. Most modern PII masking pipelines involve machine learning algorithms. However, these systems may vary in performance, such that individuals from particular demographic groups bear a higher risk for having their personal information exposed. In this paper, we evaluate the performance of three off-the-shelf PII masking systems on name detection and redaction. We generate data using names and templates from the customer service domain. We find that an open-source RoBERTa-based system shows fewer disparities than the commercial models we test. However, all systems demonstrate significant differences in error rate based on demographics. In particular, the highest error rates occurred for names associated with Black and Asian/Pacific Islander individuals.

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.

Dominic Widdows, Kristen Howell, Trevor Cohen

Vector representations have become a central element in semantic language modelling, leading to mathematical overlaps with many fields including quantum theory. Compositionality is a core goal for such representations: given representations for 'wet' and 'fish', how should the concept 'wet fish' be represented? This position paper surveys this question from two points of view. The first considers the question of whether an explicit mathematical representation can be successful using only tools from within linear algebra, or whether other mathematical tools are needed. The second considers whether semantic vector composition should be explicitly described mathematically, or whether it can be a model-internal side-effect of training a neural network. A third and newer question is whether a compositional model can be implemented on a quantum computer. Given the fundamentally linear nature of quantum mechanics, we propose that these questions are related, and that this survey may help to highlight candidate operations for future quantum implementation.