Daily Papers

In the last few years, three major topics received increased interest: deep learning, NLP and conversational agents. Bringing these three topics together to create an amazing digital customer experience and indeed deploy in production and solve real-world problems is something innovative and disruptive. We introduce a new Portuguese financial domain language representation model called BERTa\'u. BERTa\'u is an uncased BERT-base trained from scratch with data from the Ita\'u virtual assistant chatbot solution. Our novel contribution is that BERTa\'u pretrained language model requires less data, reached state-of-the-art performance in three NLP tasks, and generates a smaller and lighter model that makes the deployment feasible. We developed three tasks to validate our model: information retrieval with Frequently Asked Questions (FAQ) from Ita\'u bank, sentiment analysis from our virtual assistant data, and a NER solution. All proposed tasks are real-world solutions in production on our environment and the usage of a specialist model proved to be effective when compared to Google BERT multilingual and the DPRQuestionEncoder from Facebook, available at Hugging Face. The BERTa\'u improves the performance in 22% of FAQ Retrieval MRR metric, 2.1% in Sentiment Analysis F1 score, 4.4% in NER F1 score and can also represent the same sequence in up to 66% fewer tokens when compared to "shelf models".

In customer service technical support, swiftly and accurately retrieving relevant past issues is critical for efficiently resolving customer inquiries. The conventional retrieval methods in retrieval-augmented generation (RAG) for large language models (LLMs) treat a large corpus of past issue tracking tickets as plain text, ignoring the crucial intra-issue structure and inter-issue relations, which limits performance. We introduce a novel customer service question-answering method that amalgamates RAG with a knowledge graph (KG). Our method constructs a KG from historical issues for use in retrieval, retaining the intra-issue structure and inter-issue relations. During the question-answering phase, our method parses consumer queries and retrieves related sub-graphs from the KG to generate answers. This integration of a KG not only improves retrieval accuracy by preserving customer service structure information but also enhances answering quality by mitigating the effects of text segmentation. Empirical assessments on our benchmark datasets, utilizing key retrieval (MRR, Recall@K, NDCG@K) and text generation (BLEU, ROUGE, METEOR) metrics, reveal that our method outperforms the baseline by 77.6% in MRR and by 0.32 in BLEU. Our method has been deployed within LinkedIn's customer service team for approximately six months and has reduced the median per-issue resolution time by 28.6%.

This study introduces CLASP (Contrastive Language-Speech Pretraining), a multilingual, multimodal representation tailored for audio-text information retrieval. CLASP leverages the synergy between spoken content and textual data. During training, we utilize our newly introduced speech-text dataset, which encompasses 15 diverse categories ranging from fiction to religion. CLASP's audio component integrates audio spectrograms with a pre-trained self-supervised speech model, while its language encoding counterpart employs a sentence encoder pre-trained on over 100 languages. This unified lightweight model bridges the gap between various modalities and languages, enhancing its effectiveness in handling and retrieving multilingual and multimodal data. Our evaluations across multiple languages demonstrate that CLASP establishes new benchmarks in HITS@1, MRR, and meanR metrics, outperforming traditional ASR-based retrieval approaches in specific scenarios.

Software developers spend a significant portion of time fixing bugs in their projects. To streamline this process, bug localization approaches have been proposed to identify the source code files that are likely responsible for a particular bug. Prior work proposed several similarity-based machine-learning techniques for bug localization. Despite significant advances in these techniques, they do not directly optimize the evaluation measures. We argue that directly optimizing evaluation measures can positively contribute to the performance of bug localization approaches. Therefore, In this paper, we utilize Reinforcement Learning (RL) techniques to directly optimize the ranking metrics. We propose RLocator, a Reinforcement Learning-based bug localization approach. We formulate RLocator using a Markov Decision Process (MDP) to optimize the evaluation measures directly. We present the technique and experimentally evaluate it based on a benchmark dataset of 8,316 bug reports from six highly popular Apache projects. The results of our evaluation reveal that RLocator achieves a Mean Reciprocal Rank (MRR) of 0.62, a Mean Average Precision (MAP) of 0.59, and a Top 1 score of 0.46. We compare RLocator with two state-of-the-art bug localization tools, FLIM and BugLocator. Our evaluation reveals that RLocator outperforms both approaches by a substantial margin, with improvements of 38.3% in MAP, 36.73% in MRR, and 23.68% in the Top K metric. These findings highlight that directly optimizing evaluation measures considerably contributes to performance improvement of the bug localization problem.

In this work, we approach the problem of Qur'anic information retrieval (IR) in Arabic and English. Using the latest state-of-the-art methods in neural IR, we research what helps to tackle this task more efficiently. Training retrieval models requires a lot of data, which is difficult to obtain for training in-domain. Therefore, we commence with training on a large amount of general domain data and then continue training on in-domain data. To handle the lack of in-domain data, we employed a data augmentation technique, which considerably improved results in MRR@10 and NDCG@5 metrics, setting the state-of-the-art in Qur'anic IR for both English and Arabic. The absence of an Islamic corpus and domain-specific model for IR task in English motivated us to address this lack of resources and take preliminary steps of the Islamic corpus compilation and domain-specific language model (LM) pre-training, which helped to improve the performance of the retrieval models that use the domain-specific LM as the shared backbone. We examined several language models (LMs) in Arabic to select one that efficiently deals with the Qur'anic IR task. Besides transferring successful experiments from English to Arabic, we conducted additional experiments with retrieval task in Arabic to amortize the scarcity of general domain datasets used to train the retrieval models. Handling Qur'anic IR task combining English and Arabic allowed us to enhance the comparison and share valuable insights across models and languages.