Daily Papers

In the digital age, the dynamics of customer service are evolving, driven by technological advancements and the integration of Large Language Models (LLMs). This research paper introduces a groundbreaking approach to automating customer service using LangChain, a custom LLM tailored for organizations. The paper explores the obsolescence of traditional customer support techniques, particularly Frequently Asked Questions (FAQs), and proposes a paradigm shift towards responsive, context-aware, and personalized customer interactions. The heart of this innovation lies in the fusion of open-source methodologies, web scraping, fine-tuning, and the seamless integration of LangChain into customer service platforms. This open-source state-of-the-art framework, presented as "Sahaay," demonstrates the ability to scale across industries and organizations, offering real-time support and query resolution. Key elements of this research encompass data collection via web scraping, the role of embeddings, the utilization of Google's Flan T5 XXL, Base and Small language models for knowledge retrieval, and the integration of the chatbot into customer service platforms. The results section provides insights into their performance and use cases, here particularly within an educational institution. This research heralds a new era in customer service, where technology is harnessed to create efficient, personalized, and responsive interactions. Sahaay, powered by LangChain, redefines the customer-company relationship, elevating customer retention, value extraction, and brand image. As organizations embrace LLMs, customer service becomes a dynamic and customer-centric ecosystem.

In this paper, we present the first multilingual FAQ dataset publicly available. We collected around 6M FAQ pairs from the web, in 21 different languages. Although this is significantly larger than existing FAQ retrieval datasets, it comes with its own challenges: duplication of content and uneven distribution of topics. We adopt a similar setup as Dense Passage Retrieval (DPR) and test various bi-encoders on this dataset. Our experiments reveal that a multilingual model based on XLM-RoBERTa achieves the best results, except for English. Lower resources languages seem to learn from one another as a multilingual model achieves a higher MRR than language-specific ones. Our qualitative analysis reveals the brittleness of the model on simple word changes. We publicly release our dataset, model and training script.

We introduce MilkQA, a question answering dataset from the dairy domain dedicated to the study of consumer questions. The dataset contains 2,657 pairs of questions and answers, written in the Portuguese language and originally collected by the Brazilian Agricultural Research Corporation (Embrapa). All questions were motivated by real situations and written by thousands of authors with very different backgrounds and levels of literacy, while answers were elaborated by specialists from Embrapa's customer service. Our dataset was filtered and anonymized by three human annotators. Consumer questions are a challenging kind of question that is usually employed as a form of seeking information. Although several question answering datasets are available, most of such resources are not suitable for research on answer selection models for consumer questions. We aim to fill this gap by making MilkQA publicly available. We study the behavior of four answer selection models on MilkQA: two baseline models and two convolutional neural network archictetures. Our results show that MilkQA poses real challenges to computational models, particularly due to linguistic characteristics of its questions and to their unusually longer lengths. Only one of the experimented models gives reasonable results, at the cost of high computational requirements.

People increasingly search online for answers to their medical questions but the rate at which medical questions are asked online significantly exceeds the capacity of qualified people to answer them. This leaves many questions unanswered or inadequately answered. Many of these questions are not unique, and reliable identification of similar questions would enable more efficient and effective question answering schema. COVID-19 has only exacerbated this problem. Almost every government agency and healthcare organization has tried to meet the informational need of users by building online FAQs, but there is no way for people to ask their question and know if it is answered on one of these pages. While many research efforts have focused on the problem of general question similarity, these approaches do not generalize well to domains that require expert knowledge to determine semantic similarity, such as the medical domain. In this paper, we show how a double fine-tuning approach of pretraining a neural network on medical question-answer pairs followed by fine-tuning on medical question-question pairs is a particularly useful intermediate task for the ultimate goal of determining medical question similarity. While other pretraining tasks yield an accuracy below 78.7% on this task, our model achieves an accuracy of 82.6% with the same number of training examples, an accuracy of 80.0% with a much smaller training set, and an accuracy of 84.5% when the full corpus of medical question-answer data is used. We also describe a currently live system that uses the trained model to match user questions to COVID-related FAQs.

Readers of academic research papers often read with the goal of answering specific questions. Question Answering systems that can answer those questions can make consumption of the content much more efficient. However, building such tools requires data that reflect the difficulty of the task arising from complex reasoning about claims made in multiple parts of a paper. In contrast, existing information-seeking question answering datasets usually contain questions about generic factoid-type information. We therefore present QASPER, a dataset of 5,049 questions over 1,585 Natural Language Processing papers. Each question is written by an NLP practitioner who read only the title and abstract of the corresponding paper, and the question seeks information present in the full text. The questions are then answered by a separate set of NLP practitioners who also provide supporting evidence to answers. We find that existing models that do well on other QA tasks do not perform well on answering these questions, underperforming humans by at least 27 F1 points when answering them from entire papers, motivating further research in document-grounded, information-seeking QA, which our dataset is designed to facilitate.

The goal of this work is to build conversational Question Answering (QA) interfaces for the large body of domain-specific information available in FAQ sites. We present DoQA, a dataset with 2,437 dialogues and 10,917 QA pairs. The dialogues are collected from three Stack Exchange sites using the Wizard of Oz method with crowdsourcing. Compared to previous work, DoQA comprises well-defined information needs, leading to more coherent and natural conversations with less factoid questions and is multi-domain. In addition, we introduce a more realistic information retrieval(IR) scenario where the system needs to find the answer in any of the FAQ documents. The results of an existing, strong, system show that, thanks to transfer learning from a Wikipedia QA dataset and fine tuning on a single FAQ domain, it is possible to build high quality conversational QA systems for FAQs without in-domain training data. The good results carry over into the more challenging IR scenario. In both cases, there is still ample room for improvement, as indicated by the higher human upperbound.

Most work in machine reading focuses on question answering problems where the answer is directly expressed in the text to read. However, many real-world question answering problems require the reading of text not because it contains the literal answer, but because it contains a recipe to derive an answer together with the reader's background knowledge. One example is the task of interpreting regulations to answer "Can I...?" or "Do I have to...?" questions such as "I am working in Canada. Do I have to carry on paying UK National Insurance?" after reading a UK government website about this topic. This task requires both the interpretation of rules and the application of background knowledge. It is further complicated due to the fact that, in practice, most questions are underspecified, and a human assistant will regularly have to ask clarification questions such as "How long have you been working abroad?" when the answer cannot be directly derived from the question and text. In this paper, we formalise this task and develop a crowd-sourcing strategy to collect 32k task instances based on real-world rules and crowd-generated questions and scenarios. We analyse the challenges of this task and assess its difficulty by evaluating the performance of rule-based and machine-learning baselines. We observe promising results when no background knowledge is necessary, and substantial room for improvement whenever background knowledge is needed.

We introduce ART, a new corpus-level autoencoding approach for training dense retrieval models that does not require any labeled training data. Dense retrieval is a central challenge for open-domain tasks, such as Open QA, where state-of-the-art methods typically require large supervised datasets with custom hard-negative mining and denoising of positive examples. ART, in contrast, only requires access to unpaired inputs and outputs (e.g. questions and potential answer documents). It uses a new document-retrieval autoencoding scheme, where (1) an input question is used to retrieve a set of evidence documents, and (2) the documents are then used to compute the probability of reconstructing the original question. Training for retrieval based on question reconstruction enables effective unsupervised learning of both document and question encoders, which can be later incorporated into complete Open QA systems without any further finetuning. Extensive experiments demonstrate that ART obtains state-of-the-art results on multiple QA retrieval benchmarks with only generic initialization from a pre-trained language model, removing the need for labeled data and task-specific losses.

We present WebFAQ, a large-scale collection of open-domain question answering datasets derived from FAQ-style schema.org annotations. In total, the data collection consists of 96 million natural question-answer (QA) pairs across 75 languages, including 47 million (49%) non-English samples. WebFAQ further serves as the foundation for 20 monolingual retrieval benchmarks with a total size of 11.2 million QA pairs (5.9 million non-English). These datasets are carefully curated through refined filtering and near-duplicate detection, yielding high-quality resources for training and evaluating multilingual dense retrieval models. To empirically confirm WebFAQ's efficacy, we use the collected QAs to fine-tune an in-domain pretrained XLM-RoBERTa model. Through this process of dataset-specific fine-tuning, the model achieves significant retrieval performance gains, which generalize - beyond WebFAQ - to other multilingual retrieval benchmarks evaluated in zero-shot setting. Last but not least, we utilize WebFAQ to construct a set of QA-aligned bilingual corpora spanning over 1000 language pairs using state-of-the-art bitext mining and automated LLM-assessed translation evaluation. Due to our advanced, automated method of bitext dataset generation, the resulting bilingual corpora demonstrate higher translation quality compared to similar datasets. WebFAQ and all associated resources are publicly available on GitHub and HuggingFace.

Existing question answering (QA) datasets are no longer challenging to most powerful Large Language Models (LLMs). Traditional QA benchmarks like TriviaQA, NaturalQuestions, ELI5 and HotpotQA mainly study ``known unknowns'' with clear indications of both what information is missing, and how to find it to answer the question. Hence, good performance on these benchmarks provides a false sense of security. A yet unmet need of the NLP community is a bank of non-factoid, multi-perspective questions involving a great deal of unclear information needs, i.e. ``unknown uknowns''. We claim we can find such questions in search engine logs, which is surprising because most question-intent queries are indeed factoid. We present Researchy Questions, a dataset of search engine queries tediously filtered to be non-factoid, ``decompositional'' and multi-perspective. We show that users spend a lot of ``effort'' on these questions in terms of signals like clicks and session length, and that they are also challenging for GPT-4. We also show that ``slow thinking'' answering techniques, like decomposition into sub-questions shows benefit over answering directly. We release sim 100k Researchy Questions, along with the Clueweb22 URLs that were clicked.

When experiencing an information need, users want to engage with a domain expert, but often turn to an information retrieval system, such as a search engine, instead. Classical information retrieval systems do not answer information needs directly, but instead provide references to (hopefully authoritative) answers. Successful question answering systems offer a limited corpus created on-demand by human experts, which is neither timely nor scalable. Pre-trained language models, by contrast, are capable of directly generating prose that may be responsive to an information need, but at present they are dilettantes rather than domain experts -- they do not have a true understanding of the world, they are prone to hallucinating, and crucially they are incapable of justifying their utterances by referring to supporting documents in the corpus they were trained over. This paper examines how ideas from classical information retrieval and pre-trained language models can be synthesized and evolved into systems that truly deliver on the promise of domain expert advice.

Current medical question answering systems have difficulty processing long, detailed and informally worded questions submitted by patients, called Consumer Health Questions (CHQs). To address this issue, we introduce a medical question understanding and answering system with knowledge grounding and semantic self-supervision. Our system is a pipeline that first summarizes a long, medical, user-written question, using a supervised summarization loss. Then, our system performs a two-step retrieval to return answers. The system first matches the summarized user question with an FAQ from a trusted medical knowledge base, and then retrieves a fixed number of relevant sentences from the corresponding answer document. In the absence of labels for question matching or answer relevance, we design 3 novel, self-supervised and semantically-guided losses. We evaluate our model against two strong retrieval-based question answering baselines. Evaluators ask their own questions and rate the answers retrieved by our baselines and own system according to their relevance. They find that our system retrieves more relevant answers, while achieving speeds 20 times faster. Our self-supervised losses also help the summarizer achieve higher scores in ROUGE, as well as in human evaluation metrics. We release our code to encourage further research.

Context: Recent research indicates that Web queries written by software developers are not very successful in retrieving relevant results, performing measurably worse compared to general purpose Web queries. Most approaches up to this point have addressed this problem with software engineering-specific automated query reformulation techniques, which work without developer involvement but are limited by the content of the original query. In other words, these techniques automatically improve the existing query but can not contribute new, previously unmentioned, concepts. Objective: In this paper, we propose a technique to guide software developers in manually improving their own Web search queries. We examine a conversational approach that follows unsuccessful queries with a clarification question aimed at eliciting additional query terms, thus providing to the developer a clear dimension along which the query could be improved. Methods: We describe a set of clarification questions derived from a corpus of software developer queries and a neural approach to recommending them for a newly issued query. Results: Our evaluation indicates that the recommendation technique is accurate, predicting a valid clarification question 80% of the time and outperforms simple baselines, as well as, state-of-the-art Learning To Rank (LTR) baselines. Conclusion: As shown in the experimental results, the described approach is capable at recommending appropriate clarification questions to software developers and considered useful by a sample of developers ranging from novices to experienced professionals.

We publicly release a new large-scale dataset, called SearchQA, for machine comprehension, or question-answering. Unlike recently released datasets, such as DeepMind CNN/DailyMail and SQuAD, the proposed SearchQA was constructed to reflect a full pipeline of general question-answering. That is, we start not from an existing article and generate a question-answer pair, but start from an existing question-answer pair, crawled from J! Archive, and augment it with text snippets retrieved by Google. Following this approach, we built SearchQA, which consists of more than 140k question-answer pairs with each pair having 49.6 snippets on average. Each question-answer-context tuple of the SearchQA comes with additional meta-data such as the snippet's URL, which we believe will be valuable resources for future research. We conduct human evaluation as well as test two baseline methods, one simple word selection and the other deep learning based, on the SearchQA. We show that there is a meaningful gap between the human and machine performances. This suggests that the proposed dataset could well serve as a benchmark for question-answering.