Daily Papers

Large Language Models (LLMs) have shown remarkable capabilities in various domains, yet their economic impact has been limited by challenges in tool use and function calling. This paper introduces ThorV2, a novel architecture that significantly enhances LLMs' function calling abilities. We develop a comprehensive benchmark focused on HubSpot CRM operations to evaluate ThorV2 against leading models from OpenAI and Anthropic. Our results demonstrate that ThorV2 outperforms existing models in accuracy, reliability, latency, and cost efficiency for both single and multi-API calling tasks. We also show that ThorV2 is far more reliable and scales better to multistep tasks compared to traditional models. Our work offers the tantalizing possibility of more accurate function-calling compared to today's best-performing models using significantly smaller LLMs. These advancements have significant implications for the development of more capable AI assistants and the broader application of LLMs in real-world scenarios.

Customer Relationship Management (CRM) systems are vital for modern enterprises, providing a foundation for managing customer interactions and data. Integrating AI agents into CRM systems can automate routine processes and enhance personalized service. However, deploying and evaluating these agents is challenging due to the lack of realistic benchmarks that reflect the complexity of real-world CRM tasks. To address this issue, we introduce CRMArena, a novel benchmark designed to evaluate AI agents on realistic tasks grounded in professional work environments. Following guidance from CRM experts and industry best practices, we designed CRMArena with nine customer service tasks distributed across three personas: service agent, analyst, and manager. The benchmark includes 16 commonly used industrial objects (e.g., account, order, knowledge article, case) with high interconnectivity, along with latent variables (e.g., complaint habits, policy violations) to simulate realistic data distributions. Experimental results reveal that state-of-the-art LLM agents succeed in less than 40% of the tasks with ReAct prompting, and less than 55% even with function-calling abilities. Our findings highlight the need for enhanced agent capabilities in function-calling and rule-following to be deployed in real-world work environments. CRMArena is an open challenge to the community: systems that can reliably complete tasks showcase direct business value in a popular work environment.

Due to the cost of developing and training deep learning models from scratch, machine learning engineers have begun to reuse pre-trained models (PTMs) and fine-tune them for downstream tasks. PTM registries known as "model hubs" support engineers in distributing and reusing deep learning models. PTM packages include pre-trained weights, documentation, model architectures, datasets, and metadata. Mining the information in PTM packages will enable the discovery of engineering phenomena and tools to support software engineers. However, accessing this information is difficult - there are many PTM registries, and both the registries and the individual packages may have rate limiting for accessing the data. We present an open-source dataset, PTMTorrent, to facilitate the evaluation and understanding of PTM packages. This paper describes the creation, structure, usage, and limitations of the dataset. The dataset includes a snapshot of 5 model hubs and a total of 15,913 PTM packages. These packages are represented in a uniform data schema for cross-hub mining. We describe prior uses of this data and suggest research opportunities for mining using our dataset. The PTMTorrent dataset (v1) is available at: https://app.globus.org/file-manager?origin_id=55e17a6e-9d8f-11ed-a2a2-8383522b48d9&origin_path=%2F~%2F. Our dataset generation tools are available on GitHub: https://doi.org/10.5281/zenodo.7570357.

Understanding where people go after visiting one business is crucial for urban planning, retail analytics, and location-based services. However, predicting these co-visitation patterns across millions of venues remains challenging due to extreme data sparsity and the complex interplay between spatial proximity and business relationships. Traditional approaches using only geographic distance fail to capture why coffee shops attract different customer flows than fine dining restaurants, even when co-located. We introduce NAICS-aware GraphSAGE, a novel graph neural network that integrates business taxonomy knowledge through learnable embeddings to predict population-scale co-visitation patterns. Our key insight is that business semantics, captured through detailed industry codes, provide crucial signals that pure spatial models cannot explain. The approach scales to massive datasets (4.2 billion potential venue pairs) through efficient state-wise decomposition while combining spatial, temporal, and socioeconomic features in an end-to-end framework. Evaluated on our POI-Graph dataset comprising 94.9 million co-visitation records across 92,486 brands and 48 US states, our method achieves significant improvements over state-of-the-art baselines: the R-squared value increases from 0.243 to 0.625 (a 157 percent improvement), with strong gains in ranking quality (32 percent improvement in NDCG at 10).

This study addresses challenges in reverse logistics, a frequently overlooked but essential component of last-mile delivery, particularly in disaster relief scenarios where infrastructure disruptions demand adaptive solutions. While hub-and-spoke logistics networks excel at long-distance scalability, they often fail to optimize closely spaced spokes reliant on distant hubs, introducing inefficiencies in transit times and resource allocation. Using 20 Apple AirTags embedded in packages, this research provides empirical insights into logistical flows, capturing granular spatial and temporal data through Bluetooth LE (BLE) 5 trackers integrated with the Apple Find My network. These trackers demonstrated their value in monitoring dynamic cargo movements, enabling real-time adjustments in mobile hub placement and route optimization, particularly in disaster relief contexts like Hurricane Helene. A novel application of discrete event simulation (DES) further explored the saddle point in hub-spoke configurations, where excessive hub reliance clashes with diminishing spoke interaction demand. By coupling simulation results with empirical AirTag tracking, the study highlights the potential of BLE technology to refine reverse logistics, reduce delays, and improve operational flexibility in both routine and crisis-driven delivery networks.

In the digital age, the dynamics of customer service are evolving, driven by technological advancements and the integration of Large Language Models (LLMs). This research paper introduces a groundbreaking approach to automating customer service using LangChain, a custom LLM tailored for organizations. The paper explores the obsolescence of traditional customer support techniques, particularly Frequently Asked Questions (FAQs), and proposes a paradigm shift towards responsive, context-aware, and personalized customer interactions. The heart of this innovation lies in the fusion of open-source methodologies, web scraping, fine-tuning, and the seamless integration of LangChain into customer service platforms. This open-source state-of-the-art framework, presented as "Sahaay," demonstrates the ability to scale across industries and organizations, offering real-time support and query resolution. Key elements of this research encompass data collection via web scraping, the role of embeddings, the utilization of Google's Flan T5 XXL, Base and Small language models for knowledge retrieval, and the integration of the chatbot into customer service platforms. The results section provides insights into their performance and use cases, here particularly within an educational institution. This research heralds a new era in customer service, where technology is harnessed to create efficient, personalized, and responsive interactions. Sahaay, powered by LangChain, redefines the customer-company relationship, elevating customer retention, value extraction, and brand image. As organizations embrace LLMs, customer service becomes a dynamic and customer-centric ecosystem.

Large Language Models (LLMs) hold immense potential for revolutionizing Customer Experience Management (CXM), particularly in contact center operations. However, evaluating their practical utility in complex operational environments is hindered by data scarcity (due to privacy concerns) and the limitations of current benchmarks. Existing benchmarks often lack realism, failing to incorporate deep knowledge base (KB) integration, real-world noise, or critical operational tasks beyond conversational fluency. To bridge this gap, we introduce CXMArena, a novel, large-scale synthetic benchmark dataset specifically designed for evaluating AI in operational CXM contexts. Given the diversity in possible contact center features, we have developed a scalable LLM-powered pipeline that simulates the brand's CXM entities that form the foundation of our datasets-such as knowledge articles including product specifications, issue taxonomies, and contact center conversations. The entities closely represent real-world distribution because of controlled noise injection (informed by domain experts) and rigorous automated validation. Building on this, we release CXMArena, which provides dedicated benchmarks targeting five important operational tasks: Knowledge Base Refinement, Intent Prediction, Agent Quality Adherence, Article Search, and Multi-turn RAG with Integrated Tools. Our baseline experiments underscore the benchmark's difficulty: even state of the art embedding and generation models achieve only 68% accuracy on article search, while standard embedding methods yield a low F1 score of 0.3 for knowledge base refinement, highlighting significant challenges for current models necessitating complex pipelines and solutions over conventional techniques.

User churn, characterized by customers ending their relationship with a business, has profound economic consequences across various Business-to-Customer scenarios. For numerous system-to-user actions, such as promotional discounts and retention campaigns, predicting potential churners stands as a primary objective. In volatile sectors like fantasy sports, unpredictable factors such as international sports events can influence even regular spending habits. Consequently, while transaction history and user-product interaction are valuable in predicting churn, they demand deep domain knowledge and intricate feature engineering. Additionally, feature development for churn prediction systems can be resource-intensive, particularly in production settings serving 200m+ users, where inference pipelines largely focus on feature engineering. This paper conducts an exhaustive study on predicting user churn using historical data. We aim to create a model forecasting customer churn likelihood, facilitating businesses in comprehending attrition trends and formulating effective retention plans. Our approach treats churn prediction as multivariate time series classification, demonstrating that combining user activity and deep neural networks yields remarkable results for churn prediction in complex business-to-customer contexts.

Semantic representations of text, i.e. representations of natural language which capture meaning by geometry, are essential for areas such as information retrieval and document grouping. High-dimensional trained dense vectors have received much attention in recent years as such representations. We investigate the structure of semantic spaces that arise from embeddings made with Sentence-BERT and find that the representations suffer from a well-known problem in high dimensions called hubness. Hubness results in asymmetric neighborhood relations, such that some texts (the hubs) are neighbours of many other texts while most texts (so-called anti-hubs), are neighbours of few or no other texts. We quantify the semantic quality of the embeddings using hubness scores and error rate of a neighbourhood based classifier. We find that when hubness is high, we can reduce error rate and hubness using hubness reduction methods. We identify a combination of two methods as resulting in the best reduction. For example, on one of the tested pretrained models, this combined method can reduce hubness by about 75% and error rate by about 9%. Thus, we argue that mitigating hubness in the embedding space provides better semantic representations of text.