Redefining CX with Agentic AI: Minerva CQ Case Study

Despite advances in AI for contact centers, customer experience (CX) continues to suffer from high average handling time (AHT), low first-call resolution, and poor customer satisfaction (CSAT). A key driver is the cognitive load on agents, who must navigate fragmented systems, troubleshoot manually, and frequently place customers on hold. Existing AI-powered agent-assist tools are often reactive driven by static rules, simple prompting, or retrieval-augmented generation (RAG) without deeper contextual reasoning. We introduce Agentic AI goal-driven, autonomous, tool-using systems that proactively support agents in real time. Unlike conventional approaches, Agentic AI identifies customer intent, triggers modular workflows, maintains evolving context, and adapts dynamically to conversation state. This paper presents a case study of Minerva CQ, a real-time Agent Assist product deployed in voice-based customer support. Minerva CQ integrates real-time transcription, intent and sentiment detection, entity recognition, contextual retrieval, dynamic customer profiling, and partial conversational summaries enabling proactive workflows and continuous context-building. Deployed in live production, Minerva CQ acts as an AI co-pilot, delivering measurable improvements in agent efficiency and customer experience across multiple deployments.

Analogy-Driven Financial Chain-of-Thought (AD-FCoT): A Prompting Approach for Financial Sentiment Analysis

Financial news sentiment analysis is crucial for anticipating market movements. With the rise of AI techniques such as Large Language Models (LLMs), which demonstrate strong text understanding capabilities, there has been renewed interest in enhancing these systems. Existing methods, however, often struggle to capture the complex economic context of news and lack transparent reasoning, which undermines their reliability. We propose Analogy-Driven Financial Chain-of-Thought (AD-FCoT), a prompting framework that integrates analogical reasoning with chain-of-thought (CoT) prompting for sentiment prediction on historical financial news. AD-FCoT guides LLMs to draw parallels between new events and relevant historical scenarios with known outcomes, embedding these analogies into a structured, step-by-step reasoning chain. To our knowledge, this is among the first approaches to explicitly combine analogical examples with CoT reasoning in finance. Operating purely through prompting, AD-FCoT requires no additional training data or fine-tuning and leverages the model's internal financial knowledge to generate rationales that mirror human analytical reasoning. Experiments on thousands of news articles show that AD-FCoT outperforms strong baselines in sentiment classification accuracy and achieves substantially higher correlation with market returns. Its generated explanations also align with domain expertise, providing interpretable insights suitable for real-world financial analysis.

Target-oriented Multimodal Sentiment Classification with Counterfactual-enhanced Debiasing

Target-oriented multimodal sentiment classification seeks to predict sentiment polarity for specific targets from image-text pairs. While existing works achieve competitive performance, they often over-rely on textual content and fail to consider dataset biases, in particular word-level contextual biases. This leads to spurious correlations between text features and output labels, impairing classification accuracy. In this paper, we introduce a novel counterfactual-enhanced debiasing framework to reduce such spurious correlations. Our framework incorporates a counterfactual data augmentation strategy that minimally alters sentiment-related causal features, generating detail-matched image-text samples to guide the model's attention toward content tied to sentiment. Furthermore, for learning robust features from counterfactual data and prompting model decisions, we introduce an adaptive debiasing contrastive learning mechanism, which effectively mitigates the influence of biased words. Experimental results on several benchmark datasets show that our proposed method outperforms state-of-the-art baselines.

BRoverbs -- Measuring how much LLMs understand Portuguese proverbs

Large Language Models (LLMs) exhibit significant performance variations depending on the linguistic and cultural context in which they are applied. This disparity signals the necessity of mature evaluation frameworks that can assess their capabilities in specific regional settings. In the case of Portuguese, existing evaluations remain limited, often relying on translated datasets that may not fully capture linguistic nuances or cultural references. Meanwhile, native Portuguese-language datasets predominantly focus on structured national exams or sentiment analysis of social media interactions, leaving gaps in evaluating broader linguistic understanding. To address this limitation, we introduce BRoverbs, a dataset specifically designed to assess LLM performance through Brazilian proverbs. Proverbs serve as a rich linguistic resource, encapsulating cultural wisdom, figurative expressions, and complex syntactic structures that challenge the model comprehension of regional expressions. BRoverbs aims to provide a new evaluation tool for Portuguese-language LLMs, contributing to advancing regionally informed benchmarking. The benchmark is available at https://huggingface.co/datasets/Tropic-AI/BRoverbs.

OTESGN:Optimal Transport Enhanced Syntactic-Semantic Graph Networks for Aspect-Based Sentiment Analysis

Aspect-based sentiment analysis (ABSA) aims to identify aspect terms and determine their sentiment polarity. While dependency trees combined with contextual semantics effectively identify aspect sentiment, existing methods relying on syntax trees and aspect-aware attention struggle to model complex semantic relationships. Their dependence on linear dot-product features fails to capture nonlinear associations, allowing noisy similarity from irrelevant words to obscure key opinion terms. Motivated by Differentiable Optimal Matching, we propose the Optimal Transport Enhanced Syntactic-Semantic Graph Network (OTESGN), which introduces a Syntactic-Semantic Collaborative Attention. It comprises a Syntactic Graph-Aware Attention for mining latent syntactic dependencies and modeling global syntactic topology, as well as a Semantic Optimal Transport Attention designed to uncover fine-grained semantic alignments amidst textual noise, thereby accurately capturing sentiment signals obscured by irrelevant tokens. A Adaptive Attention Fusion module integrates these heterogeneous features, and contrastive regularization further improves robustness. Experiments demonstrate that OTESGN achieves state-of-the-art results, outperforming previous best models by +1.01% F1 on Twitter and +1.30% F1 on Laptop14 benchmarks. Ablative studies and visual analyses corroborate its efficacy in precise localization of opinion words and noise resistance.

A Robot That Listens: Enhancing Self-Disclosure and Engagement Through Sentiment-based Backchannels and Active Listening

As social robots get more deeply integrated intoour everyday lives, they will be expected to engage in meaningful conversations and exhibit socio-emotionally intelligent listening behaviors when interacting with people. Active listening and backchanneling could be one way to enhance robots' communicative capabilities and enhance their effectiveness in eliciting deeper self-disclosure, providing a sense of empathy,and forming positive rapport and relationships with people.Thus, we developed an LLM-powered social robot that can exhibit contextually appropriate sentiment-based backchannelingand active listening behaviors (active listening+backchanneling) and compared its efficacy in eliciting people's self-disclosurein comparison to robots that do not exhibit any of these listening behaviors (control) and a robot that only exhibitsbackchanneling behavior (backchanneling-only). Through ourexperimental study with sixty-five participants, we found theparticipants who conversed with the active listening robot per-ceived the interactions more positively, in which they exhibited the highest self-disclosures, and reported the strongest senseof being listened to. The results of our study suggest that the implementation of active listening behaviors in social robotshas the potential to improve human-robot communication andcould further contribute to the building of deeper human-robot relationships and rapport.

Understanding Stigmatizing Language Lexicons: A Comparative Analysis in Clinical Contexts

Stigmatizing language results in healthcare inequities, yet there is no universally accepted or standardized lexicon defining which words, terms, or phrases constitute stigmatizing language in healthcare. We conducted a systematic search of the literature to identify existing stigmatizing language lexicons and then analyzed them comparatively to examine: 1) similarities and discrepancies between these lexicons, and 2) the distribution of positive, negative, or neutral terms based on an established sentiment dataset. Our search identified four lexicons. The analysis results revealed moderate semantic similarity among them, and that most stigmatizing terms are related to judgmental expressions by clinicians to describe perceived negative behaviors. Sentiment analysis showed a predominant proportion of negatively classified terms, though variations exist across lexicons. Our findings underscore the need for a standardized lexicon and highlight challenges in defining stigmatizing language in clinical texts.

Optimizing Small Transformer-Based Language Models for Multi-Label Sentiment Analysis in Short Texts

Sentiment classification in short text datasets faces significant challenges such as class imbalance, limited training samples, and the inherent subjectivity of sentiment labels -- issues that are further intensified by the limited context in short texts. These factors make it difficult to resolve ambiguity and exacerbate data sparsity, hindering effective learning. In this paper, we evaluate the effectiveness of small Transformer-based models (i.e., BERT and RoBERTa, with fewer than 1 billion parameters) for multi-label sentiment classification, with a particular focus on short-text settings. Specifically, we evaluated three key factors influencing model performance: (1) continued domain-specific pre-training, (2) data augmentation using automatically generated examples, specifically generative data augmentation, and (3) architectural variations of the classification head. Our experiment results show that data augmentation improves classification performance, while continued pre-training on augmented datasets can introduce noise rather than boost accuracy. Furthermore, we confirm that modifications to the classification head yield only marginal benefits. These findings provide practical guidance for optimizing BERT-based models in resource-constrained settings and refining strategies for sentiment classification in short-text datasets.

HumAIne-Chatbot: Real-Time Personalized Conversational AI via Reinforcement Learning

Current conversational AI systems often provide generic, one-size-fits-all interactions that overlook individual user characteristics and lack adaptive dialogue management. To address this gap, we introduce \textbf{HumAIne-chatbot}, an AI-driven conversational agent that personalizes responses through a novel user profiling framework. The system is pre-trained on a diverse set of GPT-generated virtual personas to establish a broad prior over user types. During live interactions, an online reinforcement learning agent refines per-user models by combining implicit signals (e.g. typing speed, sentiment, engagement duration) with explicit feedback (e.g., likes and dislikes). This profile dynamically informs the chatbot dialogue policy, enabling real-time adaptation of both content and style. To evaluate the system, we performed controlled experiments with 50 synthetic personas in multiple conversation domains. The results showed consistent improvements in user satisfaction, personalization accuracy, and task achievement when personalization features were enabled. Statistical analysis confirmed significant differences between personalized and nonpersonalized conditions, with large effect sizes across key metrics. These findings highlight the effectiveness of AI-driven user profiling and provide a strong foundation for future real-world validation.

Decoding the Poetic Language of Emotion in Korean Modern Poetry: Insights from a Human-Labeled Dataset and AI Modeling

This study introduces KPoEM (Korean Poetry Emotion Mapping) , a novel dataset for computational emotion analysis in modern Korean poetry. Despite remarkable progress in text-based emotion classification using large language models, poetry-particularly Korean poetry-remains underexplored due to its figurative language and cultural specificity. We built a multi-label emotion dataset of 7,662 entries, including 7,007 line-level entries from 483 poems and 615 work-level entries, annotated with 44 fine-grained emotion categories from five influential Korean poets. A state-of-the-art Korean language model fine-tuned on this dataset significantly outperformed previous models, achieving 0.60 F1-micro compared to 0.34 from models trained on general corpora. The KPoEM model, trained through sequential fine-tuning-first on general corpora and then on the KPoEM dataset-demonstrates not only an enhanced ability to identify temporally and culturally specific emotional expressions, but also a strong capacity to preserve the core sentiments of modern Korean poetry. This study bridges computational methods and literary analysis, presenting new possibilities for the quantitative exploration of poetic emotions through structured data that faithfully retains the emotional and cultural nuances of Korean literature.