CiteLLM: An Agentic Platform for Trustworthy Scientific Reference Discovery

Large language models (LLMs) have created new opportunities to enhance the efficiency of scholarly activities; however, challenges persist in the ethical deployment of AI assistance, including (1) the trustworthiness of AI-generated content, (2) preservation of academic integrity and intellectual property, and (3) protection of information privacy. In this work, we present CiteLLM, a specialized agentic platform designed to enable trustworthy reference discovery for grounding author-drafted claims and statements. The system introduces a novel interaction paradigm by embedding LLM utilities directly within the LaTeX editor environment, ensuring a seamless user experience and no data transmission outside the local system. To guarantee hallucination-free references, we employ dynamic discipline-aware routing to retrieve candidates exclusively from trusted web-based academic repositories, while leveraging LLMs solely for generating context-aware search queries, ranking candidates by relevance, and validating and explaining support through paragraph-level semantic matching and an integrated chatbot. Evaluation results demonstrate the superior performance of the proposed system in returning valid and highly usable references.

Orchestration-Free Customer Service Automation: A Privacy-Preserving and Flowchart-Guided Framework

Customer service automation has seen growing demand within digital transformation. Existing approaches either rely on modular system designs with extensive agent orchestration or employ over-simplified instruction schemas, providing limited guidance and poor generalizability. This paper introduces an orchestration-free framework using Task-Oriented Flowcharts (TOFs) to enable end-to-end automation without manual intervention. We first define the components and evaluation metrics for TOFs, then formalize a cost-efficient flowchart construction algorithm to abstract procedural knowledge from service dialogues. We emphasize local deployment of small language models and propose decentralized distillation with flowcharts to mitigate data scarcity and privacy issues in model training. Extensive experiments validate the effectiveness in various service tasks, with superior quantitative and application performance compared to strong baselines and market products. By releasing a web-based system demonstration with case studies, we aim to promote streamlined creation of future service automation.

Expanding Chatbot Knowledge in Customer Service: Context-Aware Similar Question Generation Using Large Language Models

Reliable responses of service chatbots are often achieved by employing retrieval-based methods that restrict answers to a knowledge base comprising predefined question-answer pairs (QA pairs). To accommodate potential variations in how a customer's query may be expressed, it emerges as the favored solution to augment these QA pairs with similar questions that are possibly diverse while remaining semantic consistency. This augmentation task is known as Similar Question Generation (SQG). Traditional methods that heavily rely on human efforts or rule-based techniques suffer from limited diversity or significant semantic deviation from the source question, only capable of producing a finite number of useful questions. To address these limitations, we propose an SQG approach based on Large Language Models (LLMs), capable of producing a substantial number of diverse questions while maintaining semantic consistency to the source QA pair. This is achieved by leveraging LLMs' natural language understanding capability through fine-tuning with specially designed prompts. The experiments conducted on a real customer-service dataset demonstrate that our method surpasses baseline methods by a significant margin in terms of semantic diversity. Human evaluation further confirms that integrating the answer that reflects the customer's intention is crucial for increasing the number of generated questions that meet business requirements.