"Ask Me Anything": How Comcast Uses LLMs to Assist Agents in Real Time

Customer service is how companies interface with their customers. It can contribute heavily towards the overall customer satisfaction. However, high-quality service can become expensive, creating an incentive to make it as cost efficient as possible and prompting most companies to utilize AI-powered assistants, or "chat bots". On the other hand, human-to-human interaction is still desired by customers, especially when it comes to complex scenarios such as disputes and sensitive topics like bill payment. This raises the bar for customer service agents. They need to accurately understand the customer's question or concern, identify a solution that is acceptable yet feasible (and within the company's policy), all while handling multiple conversations at once. In this work, we introduce "Ask Me Anything" (AMA) as an add-on feature to an agent-facing customer service interface. AMA allows agents to ask questions to a large language model (LLM) on demand, as they are handling customer conversations -- the LLM provides accurate responses in real-time, reducing the amount of context switching the agent needs. In our internal experiments, we find that agents using AMA versus a traditional search experience spend approximately 10% fewer seconds per conversation containing a search, translating to millions of dollars of savings annually. Agents that used the AMA feature provided positive feedback nearly 80% of the time, demonstrating its usefulness as an AI-assisted feature for customer care.

Improving Content Recommendation: Knowledge Graph-Based Semantic Contrastive Learning for Diversity and Cold-Start Users

Addressing the challenges related to data sparsity, cold-start problems, and diversity in recommendation systems is both crucial and demanding. Many current solutions leverage knowledge graphs to tackle these issues by combining both item-based and user-item collaborative signals. A common trend in these approaches focuses on improving ranking performance at the cost of escalating model complexity, reducing diversity, and complicating the task. It is essential to provide recommendations that are both personalized and diverse, rather than solely relying on achieving high rank-based performance, such as Click-through Rate, Recall, etc. In this paper, we propose a hybrid multi-task learning approach, training on user-item and item-item interactions. We apply item-based contrastive learning on descriptive text, sampling positive and negative pairs based on item metadata. Our approach allows the model to better understand the relationships between entities within the knowledge graph by utilizing semantic information from text. It leads to more accurate, relevant, and diverse user recommendations and a benefit that extends even to cold-start users who have few interactions with items. We perform extensive experiments on two widely used datasets to validate the effectiveness of our approach. Our findings demonstrate that jointly training user-item interactions and item-based signals using synopsis text is highly effective. Furthermore, our results provide evidence that item-based contrastive learning enhances the quality of entity embeddings, as indicated by metrics such as uniformity and alignment.