Daily Papers

Fine-tuning large language models (LLMs) with domain-specific instructions has emerged as an effective method to enhance their domain-specific understanding. Yet, there is limited work that examines the core characteristics acquired during this process. In this study, we benchmark the fundamental characteristics learned by contact-center (CC) specific instruction fine-tuned LLMs with out-of-the-box (OOB) LLMs via probing tasks encompassing conversational, channel, and automatic speech recognition (ASR) properties. We explore different LLM architectures (Flan-T5 and Llama), sizes (3B, 7B, 11B, 13B), and fine-tuning paradigms (full fine-tuning vs PEFT). Our findings reveal remarkable effectiveness of CC-LLMs on the in-domain downstream tasks, with improvement in response acceptability by over 48% compared to OOB-LLMs. Additionally, we compare the performance of OOB-LLMs and CC-LLMs on the widely used SentEval dataset, and assess their capabilities in terms of surface, syntactic, and semantic information through probing tasks. Intriguingly, we note a relatively consistent performance of probing classifiers on the set of probing tasks. Our observations indicate that CC-LLMs, while outperforming their out-of-the-box counterparts, exhibit a tendency to rely less on encoding surface, syntactic, and semantic properties, highlighting the intricate interplay between domain-specific adaptation and probing task performance opening up opportunities to explore behavior of fine-tuned language models in specialized contexts.

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.

Modeling the physical contacts between the hand and object is standard for refining inaccurate hand poses and generating novel human grasp in 3D hand-object reconstruction. However, existing methods rely on geometric constraints that cannot be specified or controlled. This paper introduces a novel task of controllable 3D hand-object contact modeling with natural language descriptions. Challenges include i) the complexity of cross-modal modeling from language to contact, and ii) a lack of descriptive text for contact patterns. To address these issues, we propose NL2Contact, a model that generates controllable contacts by leveraging staged diffusion models. Given a language description of the hand and contact, NL2Contact generates realistic and faithful 3D hand-object contacts. To train the model, we build ContactDescribe, the first dataset with hand-centered contact descriptions. It contains multi-level and diverse descriptions generated by large language models based on carefully designed prompts (e.g., grasp action, grasp type, contact location, free finger status). We show applications of our model to grasp pose optimization and novel human grasp generation, both based on a textual contact description.

In a typical video conferencing setup, it is hard to maintain eye contact during a call since it requires looking into the camera rather than the display. We propose an eye contact correction model that restores the eye contact regardless of the relative position of the camera and display. Unlike previous solutions, our model redirects the gaze from an arbitrary direction to the center without requiring a redirection angle or camera/display/user geometry as inputs. We use a deep convolutional neural network that inputs a monocular image and produces a vector field and a brightness map to correct the gaze. We train this model in a bi-directional way on a large set of synthetically generated photorealistic images with perfect labels. The learned model is a robust eye contact corrector which also predicts the input gaze implicitly at no additional cost. Our system is primarily designed to improve the quality of video conferencing experience. Therefore, we use a set of control mechanisms to prevent creepy results and to ensure a smooth and natural video conferencing experience. The entire eye contact correction system runs end-to-end in real-time on a commodity CPU and does not require any dedicated hardware, making our solution feasible for a variety of devices.

Humans constantly contact objects to move and perform tasks. Thus, detecting human-object contact is important for building human-centered artificial intelligence. However, there exists no robust method to detect contact between the body and the scene from an image, and there exists no dataset to learn such a detector. We fill this gap with HOT ("Human-Object conTact"), a new dataset of human-object contacts for images. To build HOT, we use two data sources: (1) We use the PROX dataset of 3D human meshes moving in 3D scenes, and automatically annotate 2D image areas for contact via 3D mesh proximity and projection. (2) We use the V-COCO, HAKE and Watch-n-Patch datasets, and ask trained annotators to draw polygons for the 2D image areas where contact takes place. We also annotate the involved body part of the human body. We use our HOT dataset to train a new contact detector, which takes a single color image as input, and outputs 2D contact heatmaps as well as the body-part labels that are in contact. This is a new and challenging task that extends current foot-ground or hand-object contact detectors to the full generality of the whole body. The detector uses a part-attention branch to guide contact estimation through the context of the surrounding body parts and scene. We evaluate our detector extensively, and quantitative results show that our model outperforms baselines, and that all components contribute to better performance. Results on images from an online repository show reasonable detections and generalizability.

Egocentric Interactive hand-object segmentation (EgoIHOS) requires the segmentation of hands and interacting objects in egocentric images, which is crucial for understanding human behavior in assistive systems. Previous methods typically recognize hands and interacting objects as distinct semantic categories based solely on visual features, or simply use hand predictions as auxiliary cues for object segmentation. Despite the promising progress achieved by these methods, they fail to adequately model the interactive relationships between hands and objects while ignoring the coupled physical relationships among object categories, ultimately constraining their segmentation performance. To make up for the shortcomings of existing methods, we propose a novel method called CaRe-Ego that achieves state-of-the-art performance by emphasizing the contact between hands and objects from two aspects. First, we introduce a Hand-guided Object Feature Enhancer (HOFE) to establish the hand-object interactive relationships to extract more contact-relevant and discriminative object features. Second, we design the Contact-centric Object Decoupling Strategy (CODS) to explicitly model and disentangle coupling relationships among object categories, thereby emphasizing contact-aware feature learning. Experiments on various in-domain and out-of-domain test sets show that Care-Ego significantly outperforms existing methods with robust generalization capability. Codes are publicly available at https://github.com/yuggiehk/CaRe-Ego/.

In this work, we tackle the challenging problem of denoising hand-object interactions (HOI). Given an erroneous interaction sequence, the objective is to refine the incorrect hand trajectory to remove interaction artifacts for a perceptually realistic sequence. This challenge involves intricate interaction noise, including unnatural hand poses and incorrect hand-object relations, alongside the necessity for robust generalization to new interactions and diverse noise patterns. We tackle those challenges through a novel approach, GeneOH Diffusion, incorporating two key designs: an innovative contact-centric HOI representation named GeneOH and a new domain-generalizable denoising scheme. The contact-centric representation GeneOH informatively parameterizes the HOI process, facilitating enhanced generalization across various HOI scenarios. The new denoising scheme consists of a canonical denoising model trained to project noisy data samples from a whitened noise space to a clean data manifold and a "denoising via diffusion" strategy which can handle input trajectories with various noise patterns by first diffusing them to align with the whitened noise space and cleaning via the canonical denoiser. Extensive experiments on four benchmarks with significant domain variations demonstrate the superior effectiveness of our method. GeneOH Diffusion also shows promise for various downstream applications. Project website: https://meowuu7.github.io/GeneOH-Diffusion/.

We introduce CallCenterEN, a large-scale (91,706 conversations, corresponding to 10448 audio hours), real-world English call center transcript dataset designed to support research and development in customer support and sales AI systems. This is the largest release to-date of open source call center transcript data of this kind. The dataset includes inbound and outbound calls between agents and customers, with accents from India, the Philippines and the United States. The dataset includes high-quality, PII-redacted human-readable transcriptions. All personally identifiable information (PII) has been rigorously removed to ensure compliance with global data protection laws. The audio is not included in the public release due to biometric privacy concerns. Given the scarcity of publicly available real-world call center datasets, CallCenterEN fills a critical gap in the landscape of available ASR corpora, and is released under a CC BY-NC 4.0 license for non-commercial research use.