DIAL-SUMMER: A Structured Evaluation Framework of Hierarchical Errors in Dialogue Summaries

Dialogues are a predominant mode of communication for humans, and it is immensely helpful to have automatically generated summaries of them (e.g., to revise key points discussed in a meeting, to review conversations between customer agents and product users). Prior works on dialogue summary evaluation largely ignore the complexities specific to this task: (i) shift in structure, from multiple speakers discussing information in a scattered fashion across several turns, to a summary's sentences, and (ii) shift in narration viewpoint, from speakers' first/second-person narration, standardized third-person narration in the summary. In this work, we introduce our framework DIALSUMMER to address the above. We propose DIAL-SUMMER's taxonomy of errors to comprehensively evaluate dialogue summaries at two hierarchical levels: DIALOGUE-LEVEL that focuses on the broader speakers/turns, and WITHIN-TURN-LEVEL that focuses on the information talked about inside a turn. We then present DIAL-SUMMER's dataset composed of dialogue summaries manually annotated with our taxonomy's fine-grained errors. We conduct empirical analyses of these annotated errors, and observe interesting trends (e.g., turns occurring in middle of the dialogue are the most frequently missed in the summary, extrinsic hallucinations largely occur at the end of the summary). We also conduct experiments on LLM-Judges' capability at detecting these errors, through which we demonstrate the challenging nature of our dataset, the robustness of our taxonomy, and the need for future work in this field to enhance LLMs' performance in the same. Code and inference dataset coming soon.

Training Dynamics Underlying Language Model Scaling Laws: Loss Deceleration and Zero-Sum Learning

This work aims to understand how scaling improves language models, specifically in terms of training dynamics. We find that language models undergo loss deceleration early in training; an abrupt slowdown in the rate of loss improvement, resulting in piecewise linear behaviour of the loss curve in log-log space. Scaling up the model mitigates this transition by (1) decreasing the loss at which deceleration occurs, and (2) improving the log-log rate of loss improvement after deceleration. We attribute loss deceleration to a type of degenerate training dynamics we term zero-sum learning (ZSL). In ZSL, per-example gradients become systematically opposed, leading to destructive interference in per-example changes in loss. As a result, improving loss on one subset of examples degrades it on another, bottlenecking overall progress. Loss deceleration and ZSL provide new insights into the training dynamics underlying language model scaling laws, and could potentially be targeted directly to improve language models independent of scale. We make our code and artefacts available at: https://github.com/mirandrom/zsl

Dynamic Customer Embeddings for Financial Service Applications

As financial services (FS) companies have experienced drastic technology driven changes, the availability of new data streams provides the opportunity for more comprehensive customer understanding. We propose Dynamic Customer Embeddings (DCE), a framework that leverages customers' digital activity and a wide range of financial context to learn dense representations of customers in the FS industry. Our method examines customer actions and pageviews within a mobile or web digital session, the sequencing of the sessions themselves, and snapshots of common financial features across our organization at the time of login. We test our customer embeddings using real world data in three prediction problems: 1) the intent of a customer in their next digital session, 2) the probability of a customer calling the call centers after a session, and 3) the probability of a digital session to be fraudulent. DCE showed performance lift in all three downstream problems.