Claire Na Cheng

Aliyah R. Hsu, James Zhu, Zhichao Wang et al.

LLMs have demonstrated impressive proficiency in generating coherent and high-quality text, making them valuable across a range of text-generation tasks. However, rigorous evaluation of this generated content is crucial, as ensuring its quality remains a significant challenge due to persistent issues such as factual inaccuracies and hallucination. This paper introduces three fine-tuned general-purpose LLM autoevaluators, REC-8B, REC-12B and REC-70B, specifically designed to evaluate generated text across several dimensions: faithfulness, instruction following, coherence, and completeness. These models not only provide ratings for these metrics but also offer detailed explanation and verifiable citation, thereby enhancing trust in the content. Moreover, the models support various citation modes, accommodating different requirements for latency and granularity. Extensive evaluations on diverse benchmarks demonstrate that our general-purpose LLM auto-evaluator, REC-70B, outperforms state-of-the-art LLMs, excelling in content evaluation by delivering better quality explanation and citation with minimal bias. Our REC dataset and models are available at https://github.com/adelaidehsu/REC.

Zhichao Wang, Bin Bi, Yanqi Luo et al.

The rapid advancements in large language models (LLMs) have highlighted the challenge of context window limitations, primarily due to the quadratic time complexity of the self-attention mechanism (\(O(N^2)\), where \(N\) denotes the context window length). This constraint impacts tasks such as retrieval-augmented generation (RAG) in question answering (Q\&A) and long context summarization. A common approach involves selecting content with the highest similarity to the query; however, this often leads to redundancy and the exclusion of diverse yet relevant information. Building on principles from Maximal Marginal Relevance (MMR) and Farthest Point Sampling (FPS), we integrate diversity into the content selection process. Our findings reveal that incorporating diversity substantially increases the recall of selecting relevant sentences or chunks before LLM-based Q\&A and summarization. These results highlight the importance of maintaining diversity in future LLM applications to further improve summarization and Q\&A outcomes.

Yisha Wu, Cen Mia Zhao, Yuanpei Cao et al.

We introduce an incremental summarization system for customer support agents that intelligently determines when to generate concise bullet notes during conversations, reducing agents' context-switching effort and redundant review. Our approach combines a fine-tuned Mixtral-8x7B model for continuous note generation with a DeBERTa-based classifier to filter trivial content. Agent edits refine the online notes generation and regularly inform offline model retraining, closing the agent edits feedback loop. Deployed in production, our system achieved a 3% reduction in case handling time compared to bulk summarization (with reductions of up to 9% in highly complex cases), alongside high agent satisfaction ratings from surveys. These results demonstrate that incremental summarization with continuous feedback effectively enhances summary quality and agent productivity at scale.

Cen Mia Zhao, Tiantian Zhang, Hanchen Su et al.

We introduce an Agent-in-the-Loop (AITL) framework that implements a continuous data flywheel for iteratively improving an LLM-based customer support system. Unlike standard offline approaches that rely on batch annotations, AITL integrates four key types of annotations directly into live customer operations: (1) pairwise response preferences, (2) agent adoption and rationales, (3) knowledge relevance checks, and (4) identification of missing knowledge. These feedback signals seamlessly feed back into models' updates, reducing retraining cycles from months to weeks. Our production pilot involving US-based customer support agents demonstrated significant improvements in retrieval accuracy (+11.7% recall@75, +14.8% precision@8), generation quality (+8.4% helpfulness) and agent adoption rates (+4.5%). These results underscore the effectiveness of embedding human feedback loops directly into operational workflows to continuously refine LLM-based customer support system.