arXiv subjects

Jundong Shen

Publications and source records attributed to Jundong Shen.

2 recordsLinked to original sources

arXiv2026

Benchmarking and Learning Real-World Customer Service Dialogue

Existing benchmarks and training pipelines for industrial intelligent customer service (ICS) remain misaligned with real-world dialogue requirements, overemphasizing verifiable task success while under-measuring subjective service quality and realistic failure modes, leaving a gap between offline gains and deployable dialogue behavior. We close this gap with a benchmark-to-optimization loop: we first introduce OlaBench, an ICS benchmark spanning retrieval-augmented generation, workflow-based systems, and agentic settings, which evaluates service capability, safety, and latency sensitivity; moreover, motivated by OlaBench results showing state-of-the-art LLMs still fall short, we propose OlaMind, which distills reusable reasoning patterns and service strategies from expert dialogues and applies staged exploration--exploitation reinforcement learning with instance-level rubric-aware guidance to improve model capability. OlaMind surpasses GPT-5.2 and Gemini 3 Pro on OlaBench (83.64 vs. 70.58/70.84) and, in online A/B tests, delivers an average +23.67% issue resolution and -6.6% human transfer rate versus the baseline, bridging offline gains to deployment. Together, OlaBench and OlaMind advance ICS systems toward more anthropomorphic, professional, and reliable deployment. The project page and evaluation are available at https://olamind-olabench.github.io.

cs.CL↗

arXiv2022

Tailor Versatile Multi-modal Learning for Multi-label Emotion Recognition

Multi-modal Multi-label Emotion Recognition (MMER) aims to identify various human emotions from heterogeneous visual, audio and text modalities. Previous methods mainly focus on projecting multiple modalities into a common latent space and learning an identical representation for all labels, which neglects the diversity of each modality and fails to capture richer semantic information for each label from different perspectives. Besides, associated relationships of modalities and labels have not been fully exploited. In this paper, we propose versaTile multi-modAl learning for multI-labeL emOtion Recognition (TAILOR), aiming to refine multi-modal representations and enhance discriminative capacity of each label. Specifically, we design an adversarial multi-modal refinement module to sufficiently explore the commonality among different modalities and strengthen the diversity of each modality. To further exploit label-modal dependence, we devise a BERT-like cross-modal encoder to gradually fuse private and common modality representations in a granularity descent way, as well as a label-guided decoder to adaptively generate a tailored representation for each label with the guidance of label semantics. In addition, we conduct experiments on the benchmark MMER dataset CMU-MOSEI in both aligned and unaligned settings, which demonstrate the superiority of TAILOR over the state-of-the-arts. Code is available at https://github.com/kniter1/TAILOR.

cs.CV↗