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Incremental Summarization for Customer Support via Progressive Note-Taking and Agent Feedback
Yisha Wu (Mia), Cen (Mia), Zhao, Yuanpei Cao, Xiaoqing Su, Yashar Mehdad, Mindy Ji, Claire Na Cheng
https://arxiv.org/abs/2510.06677

Incremental Summarization for Customer Support via Progressive Note-Taking and Agent Feedback
We introduce an incremental summarization system for customer support agents that intelligently determines when to generate concise bullet notes during conversations, reducing agents' context-switching effort and redundant review. Our approach combines a fine-tuned Mixtral-8x7B model for continuous note generation with a DeBERTa-based classifier to filter trivial content. Agent edits refine the online notes generation and regularly inform offline model retraining, closing the agent edits feedba…

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