Papers for

customer support centers

Papers whose findings have a practical use for this group, as judged from the abstract. Open a paper to read what it means in practice.

Full duplex voice agents adapt speech while others talk

Continue, Adapt, or Yield: In-Turn Adaptation to Overlapping Speech in Full-Duplex Agents

Abstract: Full-duplex evaluation often emphasizes whether an agent keeps speaking or stops. That binary cannot express a third response humans use routinely: continuing to speak while incorporating what the listener just contributed. The contribution may be a missing word, a correction or a clarification. We introduce Duplex Cue, an evaluation of this \emph{in-turn adaptation} in full-duplex voice agents. Duplex Cue separates listener intent (backchannel, collaboration, or interruption) from speaker behavior: continuing unchanged, adapting within the turn, or yielding. Adaptation includes acknowledgment as well as content revision. In a single-model case study using 300 human-confirmed cues from unscripted English conversations, we compare recorded human responses with PersonaPlex continuations generated while replaying the listener's audio. We retain 208 pairs with the ongoing speaker active at cue onset and a scorable response in each condition. On the 66 collaborative pairs, recorded speakers adapt in 68.2\% of cases, compared with 34.8\% for PersonaPlex. The model otherwise continues unchanged (42.4\%) or yields (22.7\%). These findings show why evaluating natural voice interaction requires measuring how an agent responds to a listener's contribution as well as whether it keeps speaking.

Fri 11 SeptComputation and LanguageSound
The gist
Talking with a voice-controlled assistant can be tricky when people speak at the same time. The authors point out that humans don’t just stop or continue speaking when interrupted; they often adjust their words on the fly to include what the other person said. They developed a new way, called Duplex Cue, to measure how well AI voice agents do this kind of in-turn adaptation. Testing with a model named PersonaPlex showed it adapts less than humans, suggesting current AI still struggles with natural back-and-forth talking.
Open 2609.13117v1

Deep learning powers faster bug report sorting and assignment

Deep Learning-based Bug Triage System

Abstract: Effective bug triage is crucial for streamlining the software development lifecycle by accurately categorizing and assigning reported software defects. In this paper, we propose an automated bug triage system built upon the pre-trained RoBERTa-base transformer architecture. By leveraging deep contextual representations, our approach efficiently classifies incoming bug reports to optimize assignment. Experimental evaluation demonstrates that the proposed system achieves a strong bug identification accuracy of 0.90 within just five training epochs. These findings highlight the efficiency and high performance of fine-tuned transformer models for practical software engineering automation.

Thu 10 SeptSoftware Engineering
The gist
Software teams need to quickly figure out what kind of problems users report and who should fix them. The authors created a system that uses a powerful AI called RoBERTa to read bug reports and decide their category and who should handle them. Their system gets this right 90% of the time after just a bit of training. This shows that these AI models can help automate and speed up software maintenance.
Open 2609.11420v1

LLM answer review ranking cuts wrong-answer exposure with limited checks

Risk Is Not Review Value: Wrong-Answer Exposure Under Bounded Review Budgets

Abstract: LLM assistants often produce more answers than humans can review before users see them. Most evaluations ask whether an answer is wrong, unsupported, or low-confidence. Bounded review budgets instead ask which answers should be checked first under a fixed review budget. Risk alone is not enough: a high-risk answer may be hard to repair, while a moderately risky answer may be directly correctable from available evidence. For generated-answer evaluation, we model review prioritization as exposure reduction, where review value combines estimated wrongness, intervention affordance, impact, and cost. We evaluate review queues with Wrong-Answer Exposure Ratio (WAER), the fraction of wrong answers left unreviewed, and post-repair residual exposure (PRRE), the fraction still exposed after deterministic benchmark-supported repairs. PRRE uses repairability rules that do not numerically reuse the affordance scores used for ranking. On a 720-item TAT-QA/SciFact stress benchmark, review-value ranking keeps answer-level WAER nearly unchanged at 20% budget (0.605 vs. 0.600) but lowers PRRE from 0.881 to 0.716. These results show that trustworthy LLM evaluation should measure not only error detection, but also how limited review capacity reduces exposed wrong answers.

Mon 7 SeptArtificial IntelligenceComputation and Language
The gist
Large AI assistants often produce more answers than people can check before use. The authors point out that just spotting risky answers isn’t enough because some mistakes are easier to fix than others. They propose a method to prioritize which answers to review based on how wrong they are, how easy they are to fix, their impact, and review cost. Testing on a science question benchmark shows their method leaves fewer wrong answers exposed after limited human checks and automatic fixes. This means review systems should consider not just error detection but how reviewing reduces overall wrong answers.
Open 2609.07095v1