Lei Li

Jingzhe Shi, Jialuo Li, Qinwei Ma et al.

Businesses and software platforms are increasingly turning to Large Language Models (LLMs) such as GPT-3.5, GPT-4, GLM-3, and LLaMa-2 for chat assistance with file access or as reasoning agents for customer service. However, current LLM-based customer service models have limited integration with customer profiles and lack the operational capabilities necessary for effective service. Moreover, existing API integrations emphasize diversity over the precision and error avoidance essential in real-world customer service scenarios. To address these issues, we propose an LLM agent named CHOPS (CHat with custOmer Profile in existing System), designed to: (1) efficiently utilize existing databases or systems for accessing user information or interacting with these systems following existing guidelines; (2) provide accurate and reasonable responses or carry out required operations in the system while avoiding harmful operations; and (3) leverage a combination of small and large LLMs to achieve satisfying performance at a reasonable inference cost. We introduce a practical dataset, the CPHOS-dataset, which includes a database, guiding files, and QA pairs collected from CPHOS, an online platform that facilitates the organization of simulated Physics Olympiads for high school teachers and students. We have conducted extensive experiments to validate the performance of our proposed CHOPS architecture using the CPHOS-dataset, with the aim of demonstrating how LLMs can enhance or serve as alternatives to human customer service. Code for our proposed architecture and dataset can be found at {https://github.com/JingzheShi/CHOPS}.

Wenda Xu, Jiachen Li, William Yang Wang et al.

Direct alignment from preferences (DAP) has emerged as a promising paradigm for aligning large language models (LLMs) to human desiderata from pre-collected, offline preference datasets. While recent studies indicate that existing offline DAP methods can directly benefit from online training samples, we highlight the need to develop specific online DAP algorithms to fully harness the power of online training. Specifically, we identify that the learned LLM should adhere to the proximity of the behavior LLM, which collects the training samples. To this end, we propose online Preference Optimization in proximity to the Behavior LLM (BPO), emphasizing the importance of constructing a proper trust region for LLM alignment. We conduct extensive experiments to validate the effectiveness and applicability of our approach by integrating it with various DAP methods, resulting in significant performance improvements across a wide range of tasks when training with the same amount of preference data. Even when only introducing one additional data collection phase, our online BPO improves its offline DAP baseline from 72.0% to 80.2% on TL;DR and from 82.2% to 89.1% on Anthropic Helpfulness in terms of win rate against human reference text.