Nikita Borovkov, Elisei Rykov, Olga Tsymboi, Sergei Filimonov, Nikita Surnachev, Dmitry Bitman, Anatolii Potapov
We present a deployed system that automates end-to-end customer support workflows inside an enterprise Business Process Management (BPM) platform. The approach is scalable in production and reaches selective automation within two weeks for a new process, leveraging supervision already generated at scale: structured per-case UI interaction traces and low-overhead copilot feedback, where operators either accept a suggestion or provide a correction. A staged deployment pipeline trains a next UI action policy, learns a critic from copilot feedback to calibrate abstention, and executes only high-confidence steps in the background while deferring uncertain decisions to operators and resuming from the updated UI state. This setup lets one operator supervise multiple concurrent sessions and be interrupted only when the system is uncertain. The system operates on a schema-driven view of the BPM interface and includes monitoring and safe fallbacks for production. In production, it automated 45% of sessions and reduced average handling time by 39% without degrading support quality level.
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cs.CL
Proceedings of the 64th Annual Meeting of the Association for Computational Linguistics (Volume 6: Industry Track) · 2026 · 正式发表
Elisei Rykov CompSem group, Nikolay Ivanov, Maria Bandulevich, Kseniia Petrushina, Valentin Malykh International IT University, Vasily Konovalov, Alexander Panchenko S-NLP group, Ilseyar Alimova Kazan Federal University
Frequent revisions of complex regulatory documents in large organizations often introduce inconsistencies and contradictions that are difficult for lawyers and auditors to detect manually. Existing tools rely on character-level diffs and therefore miss paraphrases and semantic shifts. We introduce LegDiff, a novel benchmark for evaluating span-aware semantic comparison of legal texts, and use it to investigate the ability of large language models to detect semantic changes beyond token- and character-level matching. LegDiff comprises manually annotated pairs of legal paragraphs drawn from different documents. In addition, we present a pipeline to generate synthetic training data that aligns with the manual annotations and mirrors the structure and label distribution of the manually curated benchmark, and a visualization tool for clearly displaying detected differences and inconsistencies. The dataset, code, and a visualization tool are publicly available to facilitate reproducibility and further research (https://github.com/s-nlp/SLeDoC).
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cs.CL
Proceedings of the 64th Annual Meeting of the Association for Computational Linguistics (Volume 4: Student Research Workshop) · 2026 · 正式发表