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Incremental Summarization for Customer Support via Progressive Note-Taking and Agent Feedback

Created by
  • Haebom

Author

Yisha Wu, Cen Mia Zhao, Yuanpei Cao, Xiaoqing Su, Yashar Mehdad, Mindy Ji, Claire Na Cheng

Outline

We present a progressive summarization system for customer support agents. This system intelligently generates concise key points during conversations, reducing agents' context switching efforts and unnecessary review. It uses a fine-tuned Mixtral-8x7B model to perform continuous note generation and a DeBERTa-based classifier to filter out trivial content. Agent edits influence online note generation and offline model retraining, forming a feedback loop for agent edits. In a real-world operation, the system reduced case handling time by 3% compared to batch summarization, and by up to 9% for complex cases. Furthermore, surveys have shown high agent satisfaction.

Takeaways, Limitations

The progressive summarization system effectively improves summary quality and agent productivity.
We perform efficient summary generation and filtering by combining the Mixtral-8x7B model and a DeBERTa-based classifier.
We continuously improve the system through editorial support and build a feedback loop.
In an actual operating environment, we achieved reduced case processing time and high counselor satisfaction.
No information about the specific system Limitations is provided in this paper.
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