Leveraging Large Language Models (LLMs) to build domain-specific conversational agents, especially for e-commerce customer service chatbots, is a growing focus. While existing methods enhance dialogue performance by extracting core patterns from dialogue data and integrating them into models, two key challenges persist: (1) heavy reliance on human experts for dialogue strategy induction, and (2) LLM-based automatic extraction often focuses on summarizing specific behaviors, neglecting the underlying thought processes behind strategy selection. In this paper, we present ChatMap, which focuses on enhancing customer service chatbots by mining thought processes using a Multi-Agent aPproach. Specifically, the process begins by extracting customer requests and solutions from a raw dialogue dataset, followed by clustering similar requests, analyzing the thought processes behind solutions, and refining service thoughts. Through a quality inspection and reflection mechanism, the final service thought dataset is generated, helping chatbots provide more appropriate responses. Offline experimental results show that ChatMap performs comparably to manually annotated thought processes and significantly outperforms other baselines, demonstrating its ability to automate human annotation and enhance dialogue capabilities through strategic understanding. Online A/B tests on Taobao, a popular e-commerce platform in China reveal that ChatMap can better improve customer satisfaction and address customer requests from a business perspective.

Multi-hop complex reasoning over incomplete knowledge graphs (KGs) has been extensively studied, but research on numerical knowledge graphs (NKGs) remains relatively limited. Recent approaches focus on separately encoding entities and numerical values, using neural networks to process query encodings for reasoning. However, in complex multi-hop reasoning tasks, numerical values are not merely symbols, and they carry specific semantics and logical relationships that must be accurately represented. The CNR-NST framework can perform binary operations on numerical attributes in NKGs, enabling it to infer new numerical attributes from existing knowledge. Our approach effectively handles up to 102 types of complex numerical reasoning queries. On three public datasets, CNR-NST demonstrates SOTA performance in complex numerical queries, achieving an average improvement of over 40% compared to existing methods. Notably, this work expands the query types for complex multi-hop numerical reasoning and introduces a new evaluation metric for numerical answers, which has been validated through comprehensive experiments.