Karan Gupta

Karan Gupta, Sumegh Roychowdhury, Siva Rajesh Kasa et al.

In the In-Context Learning (ICL) setup, various forms of label biases can manifest. One such manifestation is majority label bias, which arises when the distribution of labeled examples in the in-context samples is skewed towards one or more specific classes making Large Language Models (LLMs) more prone to predict those labels. Such discrepancies can arise from various factors, including logistical constraints, inherent biases in data collection methods, limited access to diverse data sources, etc. which are unavoidable in a real-world industry setup. In this work, we study the robustness of in-context learning in LLMs to shifts that occur due to majority label bias within the purview of text classification tasks. Prior works have shown that in-context learning with LLMs is susceptible to such biases. In our study, we go one level deeper and show that the robustness boundary varies widely for different models and tasks, with certain LLMs being highly robust (~90%) to majority label bias. Additionally, our findings also highlight the impact of model size and the richness of instructional prompts contributing towards model robustness. We restrict our study to only publicly available open-source models to ensure transparency and reproducibility.

Sumegh Roychowdhury, Karan Gupta, Siva Rajesh Kasa et al.

Pre-trained language models (PLMs) have seen tremendous success in text classification (TC) problems in the context of Natural Language Processing (NLP). In many real-world text classification tasks, the class definitions being learned do not remain constant but rather change with time - this is known as Concept Shift. Most techniques for handling concept shift rely on retraining the old classifiers with the newly labelled data. However, given the amount of training data required to fine-tune large DL models for the new concepts, the associated labelling costs can be prohibitively expensive and time consuming. In this work, we propose a reformulation, converting vanilla classification into an entailment-style problem that requires significantly less data to re-train the text classifier to adapt to new concepts. We demonstrate the effectiveness of our proposed method on both real world & synthetic datasets achieving absolute F1 gains upto 7% and 40% respectively in few-shot settings. Further, upon deployment, our solution also helped save 75% of labeling costs overall.

Siva Rajesh Kasa, Aniket Goel, Karan Gupta et al.

Ordinal Classification (OC) is a widely encountered challenge in Natural Language Processing (NLP), with applications in various domains such as sentiment analysis, rating prediction, and more. Previous approaches to tackle OC have primarily focused on modifying existing or creating novel loss functions that \textbf{explicitly} account for the ordinal nature of labels. However, with the advent of Pretrained Language Models (PLMs), it became possible to tackle ordinality through the \textbf{implicit} semantics of the labels as well. This paper provides a comprehensive theoretical and empirical examination of both these approaches. Furthermore, we also offer strategic recommendations regarding the most effective approach to adopt based on specific settings.

Raghav Garg, Kapil Sharma, Karan Gupta

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.