# Towards Probing Contact Center Large Language Models

arXiv: https://arxiv.org/abs/2312.15922 · HTML: https://mlsanity.com/paper/2312.15922/

## Key facts

- No citing papers in the map yet (data through 14 Oct 2026).
- Builds on 20 of its 22 references that are in the map.
- First posted on arXiv 26 Dec 2023.

## Builds on (most cited first, 20 of 20)

- [Language Models are Few-Shot Learners](https://mlsanity.com/paper/2005.14165/) (2020)
- [LoRA: Low-Rank Adaptation of Large Language Models](https://mlsanity.com/paper/2106.09685/) (2021)
- [Llama 2: Open Foundation and Fine-Tuned Chat Models](https://mlsanity.com/paper/2307.09288/) (2023)
- [Finetuned Language Models Are Zero-Shot Learners](https://mlsanity.com/paper/2109.01652/) (2021)
- [Large Language Models Encode Clinical Knowledge](https://mlsanity.com/paper/2212.13138/) (2022)
- [Understanding intermediate layers using linear classifier probes](https://mlsanity.com/paper/1610.01644/) (2016)
- [BERT Rediscovers the Classical NLP Pipeline](https://mlsanity.com/paper/1905.05950/) (2019)
- [What Does BERT Look At? An Analysis of BERT's Attention](https://mlsanity.com/paper/1906.04341/) (2019)
- [CodeT5: Identifier-aware Unified Pre-trained Encoder-Decoder Models for Code Understanding and Generation](https://mlsanity.com/paper/2109.00859/) (2021)
- [Galactica: A Large Language Model for Science](https://mlsanity.com/paper/2211.09085/) (2022)
- [The Flan Collection: Designing Data and Methods for Effective Instruction Tuning](https://mlsanity.com/paper/2301.13688/) (2023)
- [BioGPT: Generative Pre-trained Transformer for Biomedical Text Generation and Mining](https://mlsanity.com/paper/2210.10341/) (2022)
- [What you can cram into a single vector: Probing sentence embeddings for linguistic properties](https://mlsanity.com/paper/1805.01070/) (2018)
- [Revealing the Dark Secrets of BERT](https://mlsanity.com/paper/1908.08593/) (2019)
- [SentEval: An Evaluation Toolkit for Universal Sentence Representations](https://mlsanity.com/paper/1803.05449/) (2018)
- [Open Sesame: Getting Inside BERT's Linguistic Knowledge](https://mlsanity.com/paper/1906.01698/) (2019)
- [Probing Biomedical Embeddings from Language Models](https://mlsanity.com/paper/1904.02181/) (2019)
- [Not All Models Localize Linguistic Knowledge in the Same Place: A Layer-wise Probing on BERToids' Representations](https://mlsanity.com/paper/2109.05958/) (2021)
- [Probing Language Models for Understanding of Temporal Expressions](https://mlsanity.com/paper/2110.01113/) (2021)
- [What BERT Based Language Models Learn in Spoken Transcripts: An Empirical Study](https://mlsanity.com/paper/2109.09105/) (2021)

## Abstract (arXiv)

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.