Rajashekar Maragoud

Yimeng Zhang, Yingying Zhuang, Ziyi Wang et al.

Uncertainty estimation is essential not only for the trustworthy deployment of large language models (LLMs) but also as a foundation for self-refinement in LLM generation. However, existing approaches operate at suboptimal granularities: token-level scores lack semantic coherence, while sequence-level scores fail to localize errors. We formalize Span-Level Uncertainty Estimation (SLUE), a new task that targets the natural granularity for uncertainty: semantically coherent text spans, each conveying a single assessable unit of meaning. To address this task, we introduce SPANUQ, a lightweight probe that distills the uncertainty knowledge from expensive multi-sample inference into a single forward pass over LLM hidden states. SPANUQ employs a DETR-style span decoder to simultaneously detect spans and estimate their uncertainty via a Mixture of Beta distribution, trained with a principled combination of Beta NLL regression and contrastive ranking objectives. We construct SPANUQ-BENCH, the first span-level uncertainty benchmark comprising 20K prompts, 293K annotated spans, and continuous soft labels derived from multi-sample claim verification. Experiments on five LLM backbones show that SPANUQ consistently achieves the best span-level uncertainty quality, outperforming the strongest probe baseline and all sampling-based methods while being 10-20x faster. Its DETR-based span detector attains 0.910 F1, surpassing the best heuristic by 39.4%, enabling precise error localization that sequence-level methods cannot provide. The framework generalizes across five LLMs spanning two model families.

Ziji Zhang, Michael Yang, Zhiyu Chen et al.

Accurate intent classification is critical for efficient routing in customer service, ensuring customers are connected with the most suitable agents while reducing handling times and operational costs. However, as companies expand their product lines, intent classification faces scalability challenges due to the increasing number of intents and variations in taxonomy across different verticals. In this paper, we introduce REIC, a Retrieval-augmented generation Enhanced Intent Classification approach, which addresses these challenges effectively. REIC leverages retrieval-augmented generation (RAG) to dynamically incorporate relevant knowledge, enabling precise classification without the need for frequent retraining. Through extensive experiments on real-world datasets, we demonstrate that REIC outperforms traditional fine-tuning, zero-shot, and few-shot methods in large-scale customer service settings. Our results highlight its effectiveness in both in-domain and out-of-domain scenarios, demonstrating its potential for real-world deployment in adaptive and large-scale intent classification systems.