Large language models (LLMs) are increasingly used to meet user information needs, but their effectiveness in dealing with user queries that contain various types of ambiguity remains unknown, ultimately risking user trust and satisfaction. To this end, we introduce CLAMBER, a benchmark for evaluating LLMs using a well-organized taxonomy. Building upon the taxonomy, we construct 12K high-quality data to assess the strengths, weaknesses, and potential risks of various off-the-shelf LLMs.Our findings indicate the limited practical utility of current LLMs in identifying and clarifying ambiguous user queries, even enhanced by chain-of-thought (CoT) and few-shot prompting. These techniques may result in overconfidence in LLMs and yield only marginal enhancements in identifying ambiguity. Furthermore, current LLMs fall short in generating high-quality clarifying questions due to a lack of conflict resolution and inaccurate utilization of inherent knowledge.In this paper, CLAMBER presents a guidance and promotes further research on proactive and trustworthy LLMs.

It is time-saving to build a reading assistant for customer service representations (CSRs) when reading user manuals, especially information-rich ones. Current solutions don’t fit the online custom service scenarios well due to the lack of attention to user questions and possible responses. Hence, we propose to develop a time-saving and careful reading assistant for CSRs, named CARE. It can help the CSRs quickly find proper responses from the user manuals via explicit clue chains. Specifically, each of the clue chains is formed by inferring over the user manuals, starting from the question clue aligned with the user question and ending at a possible response. To overcome the shortage of supervised data, we adopt the self-supervised strategy for model learning. The offline experiment shows that CARE is efficient in automatically inferring accurate responses from the user manual. The online experiment further demonstrates the superiority of CARE to reduce CSRs’ reading burden and keep high service quality, in particular with >35% decrease in time spent and keeping a >0.75 ICC score.

Automatic extraction of procedural graphs from documents creates a low-cost way for users to easily understand a complex procedure by skimming visual graphs. Despite the progress in recent studies, it remains unanswered: whether the existing studies have well solved this task (Q1) and whether the emerging large language models (LLMs) can bring new opportunities to this task (Q2). To this end, we propose a new benchmark PAGED, equipped with a large high-quality dataset and standard evaluations. It investigates five state-of-the-art baselines, revealing that they fail to extract optimal procedural graphs well because of their heavy reliance on hand-written rules and limited available data. We further involve three advanced LLMs in PAGED and enhance them with a novel self-refine strategy. The results point out the advantages of LLMs in identifying textual elements and their gaps in building logical structures. We hope PAGED can serve as a major landmark for automatic procedural graph extraction and the investigations in PAGED can offer insights into the research on logic reasoning among non-sequential elements.

The machine reading comprehension (MRC) of user manuals has huge potential in customer service. However, current methods have trouble answering complex questions. Therefore, we introduce the knowing-how & knowing-that task that requires the model to answer factoid-style, procedure-style, and inconsistent questions about user manuals. We resolve this task by jointly representing the sTeps and fActs in a gRAh (TARA), which supports a unified inference of various questions. Towards a systematical benchmarking study, we design a heuristic method to automatically parse user manuals into TARAs and build an annotated dataset to test the model’s ability in answering real-world questions. Empirical results demonstrate that representing user manuals as TARAs is a desired solution for the MRC of user manuals. An in-depth investigation of TARA further sheds light on the issues and broader impacts of future representations of user manuals. We hope our work can move the MRC of user manuals to a more complex and realistic stage.

Accurate knowledge selection is critical in knowledge-grounded dialogue systems. Towards a closer look at it, we offer a novel perspective to organize existing literature, i.e., knowledge selection coupled with, after, and before generation. We focus on the third under-explored category of study, which can not only select knowledge accurately in advance, but has the advantage to reduce the learning, adjustment, and interpretation burden of subsequent response generation models, especially LLMs. We propose \tt{GATE}, a generator-agnostic knowledge selection method, to prepare knowledge for subsequent response generation models by selecting context-related knowledge among different knowledge structures and variable knowledge requirements. Experimental results demonstrate the superiority of \tt{GATE}, and indicate that knowledge selection before generation is a lightweight yet effective way to facilitate LLMs (e.g., ChatGPT) to generate more informative responses.

Understanding debtor personas is crucial for collectors to empathize with debtors and develop more effective collection strategies. In this paper, we take the first step towards comprehensively investigating the significance of debtor personas and present a successful commercial practice on automatic debt collection agents. Specifically, we organize the debtor personas into a taxonomy and construct a persona-aware conversation dataset. Building upon it, we implement a simple yet effective persona-aware agent called PAD. After two-month online testing, PAD increases the recovery rate by 3.31% and collects an additional ~100K RMB. Our commercial practice brings inspiration to the debt collection industry by providing an effective automatic solution.

Current Question Answering over Knowledge Graphs (KGQA) task mainly focuses on performing answer reasoning upon KGs with binary facts. However, it neglects the n-ary facts, which contain more than two entities. In this work, we highlight a more challenging but under-explored task: n-ary KGQA, i.e., answering n-ary facts questions upon n-ary KGs. Nevertheless, the multi-hop reasoning framework popular in binary KGQA task is not directly applicable on n-ary KGQA. We propose two feasible improvements: 1) upgrade the basic reasoning unit from entity or relation to fact, and 2) upgrade the reasoning structure from chain to tree. Therefore, we propose a novel fact-tree reasoning framework, FacTree, which integrates the above two upgrades. FacTree transforms the question into a fact tree and performs iterative fact reasoning on the fact tree to infer the correct answer. Experimental results on the n-ary KGQA dataset we constructed and two binary KGQA benchmarks demonstrate the effectiveness of FacTree compared with state-of-the-art methods.

Knowledge graphs are essential for numerous downstream natural language processing applications, but are typically incomplete with many facts missing. This results in research efforts on multi-hop reasoning task, which can be formulated as a search process and current models typically perform short distance reasoning. However, the long-distance reasoning is also vital with the ability to connect the superficially unrelated entities. To the best of our knowledge, there lacks a general framework that approaches multi-hop reasoning in mixed long-short distance reasoning scenarios. We argue that there are two key issues for a general multi-hop reasoning model: i) where to go, and ii) when to stop. Therefore, we propose a general model which resolves the issues with three modules: 1) the local-global knowledge module to estimate the possible paths, 2) the differentiated action dropout module to explore a diverse set of paths, and 3) the adaptive stopping search module to avoid over searching. The comprehensive results on three datasets demonstrate the superiority of our model with significant improvements against baselines in both short and long distance reasoning scenarios.

Learning social media content is the basis of many real-world applications, including information retrieval and recommendation systems, among others. In contrast with previous works that focus mainly on single modal or bi-modal learning, we propose to learn social media content by fusing jointly textual, acoustic, and visual information (JTAV). Effective strategies are proposed to extract fine-grained features of each modality, that is, attBiGRU and DCRNN. We also introduce cross-modal fusion and attentive pooling techniques to integrate multi-modal information comprehensively. Extensive experimental evaluation conducted on real-world datasets demonstrate our proposed model outperforms the state-of-the-art approaches by a large margin.