Visually Guided Generative Text-Layout Pre-training for Document Intelligence

Prior study shows that pre-training techniques can boost the performance of visual document understanding (VDU), which typically requires models to gain abilities to perceive and reason both document texts and layouts (e.g., locations of texts and table-cells). To this end, we propose visually guided generative text-layout pre-training, named ViTLP. Given a document image, the model optimizes hierarchical language and layout modeling objectives to generate the interleaved text and layout sequence. In addition, to address the limitation of processing long documents by Transformers, we introduce a straightforward yet effective multi-segment generative pre-training scheme, facilitating ViTLP to process word-intensive documents of any length. ViTLP can function as a native OCR model to localize and recognize texts of document images. Besides, ViTLP can be effectively applied to various downstream VDU tasks. Extensive experiments show that ViTLP achieves competitive performance over existing baselines on benchmark VDU tasks, including information extraction, document classification, and document question answering.

HawkEye: Training Video-Text LLMs for Grounding Text in Videos

Video-text Large Language Models (video-text LLMs) have shown remarkable performance in answering questions and holding conversations on simple videos. However, they perform almost the same as random on grounding text queries in long and complicated videos, having little ability to understand and reason about temporal information, which is the most fundamental difference between videos and images. In this paper, we propose HawkEye, one of the first video-text LLMs that can perform temporal video grounding in a fully text-to-text manner. To collect training data that is applicable for temporal video grounding, we construct InternVid-G, a large-scale video-text corpus with segment-level captions and negative spans, with which we introduce two new time-aware training objectives to video-text LLMs. We also propose a coarse-grained method of representing segments in videos, which is more robust and easier for LLMs to learn and follow than other alternatives. Extensive experiments show that HawkEye is better at temporal video grounding and comparable on other video-text tasks with existing video-text LLMs, which verifies its superior video-text multi-modal understanding abilities.

Retrieval-based Full-length Wikipedia Generation for Emergent Events

In today's fast-paced world, the growing demand to quickly generate comprehensive and accurate Wikipedia documents for emerging events is both crucial and challenging. However, previous efforts in Wikipedia generation have often fallen short of meeting real-world requirements. Some approaches focus solely on generating segments of a complete Wikipedia document, while others overlook the importance of faithfulness in generation or fail to consider the influence of the pre-training corpus. In this paper, we simulate a real-world scenario where structured full-length Wikipedia documents are generated for emergent events using input retrieved from web sources. To ensure that Large Language Models (LLMs) are not trained on corpora related to recently occurred events, we select events that have taken place recently and introduce a new benchmark Wiki-GenBen, which consists of 309 events paired with their corresponding retrieved web pages for generating evidence. Additionally, we design a comprehensive set of systematic evaluation metrics and baseline methods, to evaluate the capability of LLMs in generating factual full-length Wikipedia documents. The data and code are open-sourced at WikiGenBench.

Universal Model in Online Customer Service

Building machine learning models can be a time-consuming process that often takes several months to implement in typical business scenarios. To ensure consistent model performance and account for variations in data distribution, regular retraining is necessary. This paper introduces a solution for improving online customer service in e-commerce by presenting a universal model for predict-ing labels based on customer questions, without requiring training. Our novel approach involves using machine learning techniques to tag customer questions in transcripts and create a repository of questions and corresponding labels. When a customer requests assistance, an information retrieval model searches the repository for similar questions, and statistical analysis is used to predict the corresponding label. By eliminating the need for individual model training and maintenance, our approach reduces both the model development cycle and costs. The repository only requires periodic updating to maintain accuracy.

Teacher-Student Learning on Complexity in Intelligent Routing

Customer service is often the most time-consuming aspect for e-commerce websites, with each contact typically taking 10-15 minutes. Effectively routing customers to appropriate agents without transfers is therefore crucial for e-commerce success. To this end, we have developed a machine learning framework that predicts the complexity of customer contacts and routes them to appropriate agents accordingly. The framework consists of two parts. First, we train a teacher model to score the complexity of a contact based on the post-contact transcripts. Then, we use the teacher model as a data annotator to provide labels to train a student model that predicts the complexity based on pre-contact data only. Our experiments show that such a framework is successful and can significantly improve customer experience. We also propose a useful metric called complexity AUC that evaluates the effectiveness of customer service at a statistical level.

Uncovering Customer Issues through Topological Natural Language Analysis

E-commerce companies deal with a high volume of customer service requests daily. While a simple annotation system is often used to summarize the topics of customer contacts, thoroughly exploring each specific issue can be challenging. This presents a critical concern, especially during an emerging outbreak where companies must quickly identify and address specific issues. To tackle this challenge, we propose a novel machine learning algorithm that leverages natural language techniques and topological data analysis to monitor emerging and trending customer issues. Our approach involves an end-to-end deep learning framework that simultaneously tags the primary question sentence of each customer's transcript and generates sentence embedding vectors. We then whiten the embedding vectors and use them to construct an undirected graph. From there, we define trending and emerging issues based on the topological properties of each transcript. We have validated our results through various methods and found that they are highly consistent with news sources.

Contact Complexity in Customer Service

Customers who reach out for customer service support may face a range of issues that vary in complexity. Routing high-complexity contacts to junior agents can lead to multiple transfers or repeated contacts, while directing low-complexity contacts to senior agents can strain their capacity to assist customers who need professional help. To tackle this, a machine learning model that accurately predicts the complexity of customer issues is highly desirable. However, defining the complexity of a contact is a difficult task as it is a highly abstract concept. While consensus-based data annotation by experienced agents is a possible solution, it is time-consuming and costly. To overcome these challenges, we have developed a novel machine learning approach to define contact complexity. Instead of relying on human annotation, we trained an AI expert model to mimic the behavior of agents and evaluate each contact's complexity based on how the AI expert responds. If the AI expert is uncertain or lacks the skills to comprehend the contact transcript, it is considered a high-complexity contact. Our method has proven to be reliable, scalable, and cost-effective based on the collected data.

Learning to Edit: Aligning LLMs with Knowledge Editing

Knowledge editing techniques, aiming to efficiently modify a minor proportion of knowledge in large language models (LLMs) without negatively impacting performance across other inputs, have garnered widespread attention. However, existing methods predominantly rely on memorizing the updated knowledge, impeding LLMs from effectively combining the new knowledge with their inherent knowledge when answering questions. To this end, we propose a Learning to Edit (LTE) framework, focusing on teaching LLMs to apply updated knowledge into input questions, inspired by the philosophy of "Teach a man to fish." LTE features a two-phase process: (i) the Alignment Phase, which fine-tunes LLMs on a meticulously curated parallel dataset to make reliable, in-scope edits while preserving out-of-scope information and linguistic proficiency; and (ii) the Inference Phase, which employs a retrieval-based mechanism for real-time and mass knowledge editing. By comparing our approach with seven advanced baselines across four popular knowledge editing benchmarks and two LLM architectures, we demonstrate LTE's superiority in knowledge editing performance, robustness in both batch and sequential editing, minimal interference on general tasks, and rapid editing speeds. The data and code are available at https://github.com/YJiangcm/LTE.

Findings of the First Workshop on Simulating Conversational Intelligence in Chat

The aim of this workshop is to bring together experts working on open-domain dialogue research. In this speedily advancing research area many challenges still exist, such as learning information from conversations, engaging in realistic and convincing simulation of human intelligence and reasoning. SCI-CHAT follows previous workshops on open domain dialogue but with a focus on the simulation of intelligent conversation as judged in a live human evaluation. Models aim to include the ability to follow a challenging topic over a multi-turn conversation, while positing, refuting and reasoning over arguments. The workshop included both a research track and shared task. The main goal of this paper is to provide an overview of the shared task and a link to an additional paper that will include an in depth analysis of the shared task results following presentation at the workshop.

Planning, Creation, Usage: Benchmarking LLMs for Comprehensive Tool Utilization in Real-World Complex Scenarios

The recent trend of using Large Language Models (LLMs) as intelligent agents in real-world applications underscores the necessity for comprehensive evaluations of their capabilities, particularly in complex scenarios involving planning, creating, and using tools. However, existing benchmarks typically focus on simple synthesized queries that do not reflect real-world complexity, thereby offering limited perspectives in evaluating tool utilization. To address this issue, we present UltraTool, a novel benchmark designed to improve and evaluate LLMs' ability in tool utilization within real-world scenarios. UltraTool focuses on the entire process of using tools - from planning and creating to applying them in complex tasks. It emphasizes real-world complexities, demanding accurate, multi-step planning for effective problem-solving. A key feature of UltraTool is its independent evaluation of planning with natural language, which happens before tool usage and simplifies the task solving by mapping out the intermediate steps. Thus, unlike previous work, it eliminates the restriction of pre-defined toolset during planning. Through extensive experiments on various LLMs, we offer novel insights into the evaluation of capabilities of LLMs in tool utilization, thereby contributing a fresh perspective to this rapidly evolving field. The benchmark is publicly available at https://github.com/JoeYing1019/UltraTool.