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The integration of emotional support into various conversational scenarios presents profound societal benefits, such as social interactions, mental health counseling, and customer service. However, there are unsolved challenges that hinder…
Large language model (LLM) applications, such as ChatGPT, are a powerful tool for online information-seeking (IS) and problem-solving tasks. However, users still face challenges initializing and refining prompts, and their cognitive…
The emergence of Large Language Models (LLMs) has reshaped agent systems. Unlike traditional rule-based agents with limited task scope, LLM-powered agents offer greater flexibility, cross-domain reasoning, and natural language interaction.…
This paper presents a novel application of large language models (LLMs) to enhance user comprehension of privacy policies through an interactive dialogue agent. We demonstrate that LLMs significantly outperform traditional models in tasks…
Conversational agents are increasingly used to address emotional needs on top of information needs. One use case of increasing interest are counselling-style mental health and behaviour change interventions, with large language model…
The advancement of Large Language Models (LLMs) has led to significant improvements in various service domains, including search, recommendation, and chatbot applications. However, applying state-of-the-art (SOTA) research to industrial…
With the rapid rise of large language models (LLMs), phone automation has undergone transformative changes. This paper systematically reviews LLM-driven phone GUI agents, highlighting their evolution from script-based automation to…
Large language models (LLMs) are poised to revolutionize the domain of online fashion retail, enhancing customer experience and discovery of fashion online. LLM-powered conversational agents introduce a new way of discovery by directly…
Large Language Models (LLMs) have revolutionized Natural Language Processing but exhibit limitations, particularly in autonomously addressing novel challenges such as reasoning and problem-solving. Traditional techniques like…
Large language model (LLM) powered chatbots are primarily text-based today, and impose a large interactional cognitive load, especially for exploratory or sensemaking tasks such as planning a trip or learning about a new city. Because the…
Agent-based social simulation provides a valuable methodology for predicting social information diffusion, yet existing approaches face two primary limitations. Traditional agent models often rely on rigid behavioral rules and lack semantic…
This paper surveys the development of large language model (LLM)-based agents for question answering (QA). Traditional agents face significant limitations, including substantial data requirements and difficulty in generalizing to new…
Personalized support is essential to fulfill individuals' emotional needs and sustain their mental well-being. Large language models (LLMs), with great customization flexibility, hold promises to enable individuals to create their own…
Conversational agents have made significant progress since ELIZA, expanding their role across various domains, including healthcare, education, and customer service. As these agents become increasingly integrated into daily human…
Conventional Voice Assistants (VAs) rely on traditional language models to discern user intent and respond to their queries, leading to interactions that often lack a broader contextual understanding, an area in which Large Language Models…
Many organisations pursue digital transformation to enhance operational efficiency, reduce manual efforts, and optimise processes by automation and digital tools. To achieve this, a comprehensive understanding of their unique needs is…
We propose a practical approach by integrating Large Language Models (LLMs) with a framework designed to navigate the complexities of Airbnb customer support operations. In this paper, our methodology employs a novel reformatting technique,…
Recommender systems are central to online services, enabling users to navigate through massive amounts of content across various domains. However, their evaluation remains challenging due to the disconnect between offline metrics and online…
Conversational AI chatbots have become increasingly common within the customer service industry. Despite improvements in their emotional development, they often lack the authenticity of real customer service interactions or the competence…
Large Language Models (LLMs) are transforming artificial intelligence, enabling autonomous agents to perform diverse tasks across various domains. These agents, proficient in human-like text comprehension and generation, have the potential…