# Self-Improving Customer Review Response Generation Based on LLMs

arXiv: https://arxiv.org/abs/2405.03845 · HTML: https://mlsanity.com/paper/2405.03845/

## Key facts

- Cited by 5 papers in the map (data through 14 Oct 2026).
- Placed in LLM synthetic data generation, one of 13 directions in Synthetic data and self-improvement for LLMs.
- Builds on 52 of its 84 references that are in the map.
- First posted on arXiv 6 May 2024.

## Placed in

- Synthetic data and self-improvement for LLMs / [LLM synthetic data generation](https://mlsanity.com/synth/llm-synthetic-data-generation/)

## Builds on (most cited first, 30 of 52)

- [Attention Is All You Need](https://mlsanity.com/paper/1706.03762/) (2017)
- [BERT: Pre-training of Deep Bidirectional Transformers for Language Understanding](https://mlsanity.com/paper/1810.04805/) (2018)
- [Language Models are Few-Shot Learners](https://mlsanity.com/paper/2005.14165/) (2020)
- [Exploring the Limits of Transfer Learning with a Unified Text-to-Text Transformer](https://mlsanity.com/paper/1910.10683/) (2019)
- [Retrieval-Augmented Generation for Knowledge-Intensive NLP Tasks](https://mlsanity.com/paper/2005.11401/) (2020)
- [Judging LLM-as-a-Judge with MT-Bench and Chatbot Arena](https://mlsanity.com/paper/2306.05685/) (2023)
- [BART: Denoising Sequence-to-Sequence Pre-training for Natural Language Generation, Translation, and Comprehension](https://mlsanity.com/paper/1910.13461/) (2019)
- [BERTScore: Evaluating Text Generation with BERT](https://mlsanity.com/paper/1904.09675/) (2019)
- [PaLM: Scaling Language Modeling with Pathways](https://mlsanity.com/paper/2204.02311/) (2022)
- [Learning Phrase Representations using RNN Encoder-Decoder for Statistical Machine Translation](https://mlsanity.com/paper/1406.1078/) (2014)
- [OPT: Open Pre-trained Transformer Language Models](https://mlsanity.com/paper/2205.01068/) (2022)
- [Self-Refine: Iterative Refinement with Self-Feedback](https://mlsanity.com/paper/2303.17651/) (2023)
- [QLoRA: Efficient Finetuning of Quantized LLMs](https://mlsanity.com/paper/2305.14314/) (2023)
- [Sequence to Sequence Learning with Neural Networks](https://mlsanity.com/paper/1409.3215/) (2014)
- [Self-Instruct: Aligning Language Models with Self-Generated Instructions](https://mlsanity.com/paper/2212.10560/) (2022)
- [Sparks of Artificial General Intelligence: Early experiments with GPT-4](https://mlsanity.com/paper/2303.12712/) (2023)
- [Billion-scale similarity search with GPUs](https://mlsanity.com/paper/1702.08734/) (2017)
- [Retrieval-Augmented Generation for Large Language Models: A Survey](https://mlsanity.com/paper/2312.10997/) (2023)
- [LIMA: Less Is More for Alignment](https://mlsanity.com/paper/2305.11206/) (2023)
- [Large Language Models are not Fair Evaluators](https://mlsanity.com/paper/2305.17926/) (2023)
- [Large Language Models Are Human-Level Prompt Engineers](https://mlsanity.com/paper/2211.01910/) (2022)
- [Atlas: Few-shot Learning with Retrieval Augmented Language Models](https://mlsanity.com/paper/2208.03299/) (2022)
- [An Explanation of In-context Learning as Implicit Bayesian Inference](https://mlsanity.com/paper/2111.02080/) (2021)
- [AlpacaFarm: A Simulation Framework for Methods that Learn from Human Feedback](https://mlsanity.com/paper/2305.14387/) (2023)
- [ChatEval: Towards Better LLM-based Evaluators through Multi-Agent Debate](https://mlsanity.com/paper/2308.07201/) (2023)
- [Can Large Language Models Be an Alternative to Human Evaluations?](https://mlsanity.com/paper/2305.01937/) (2023)
- [BARTScore: Evaluating Generated Text as Text Generation](https://mlsanity.com/paper/2106.11520/) (2021)
- [A Survey on In-context Learning](https://mlsanity.com/paper/2301.00234/) (2022)
- [How Much Knowledge Can You Pack Into the Parameters of a Language Model?](https://mlsanity.com/paper/2002.08910/) (2020)
- [Automatic Prompt Optimization with "Gradient Descent" and Beam Search](https://mlsanity.com/paper/2305.03495/) (2023)

## Built on by (most cited first, 5 of 5)

- [Benchmarking and Learning Real-World Customer Service Dialogue](https://mlsanity.com/paper/2510.22143/) (2025)
- [Align Generative Artificial Intelligence with Human Preferences: A Novel Large Language Model Fine-Tuning Method for Online Review Management](https://mlsanity.com/paper/2604.21209/) (2026)
- [PARAN: Persona-Augmented Review ANswering system on Food Delivery Review Dataset](https://mlsanity.com/paper/2512.10148/) (2025)
- [Can Small Language Models Handle Context-Summarized Multi-Turn Customer-Service QA? A Synthetic Data-Driven Comparative Evaluation](https://mlsanity.com/paper/2602.00665/) (2026)
- [Enhancing LLMs through human feedback: a journey towards self-improvement](https://mlsanity.com/paper/2607.11267/) (2026)

## Abstract (arXiv)

Previous studies have demonstrated that proactive interaction with user reviews has a positive impact on the perception of app users and encourages them to submit revised ratings. Nevertheless, developers encounter challenges in managing a high volume of reviews, particularly in the case of popular apps with a substantial influx of daily reviews. Consequently, there is a demand for automated solutions aimed at streamlining the process of responding to user reviews. To address this, we have developed a new system for generating automatic responses by leveraging user-contributed documents with the help of retrieval-augmented generation (RAG) and advanced Large Language Models (LLMs). Our solution, named SCRABLE, represents an adaptive customer review response automation that enhances itself with self-optimizing prompts and a judging mechanism based on LLMs. Additionally, we introduce an automatic scoring mechanism that mimics the role of a human evaluator to assess the quality of responses generated in customer review domains. Extensive experiments and analyses conducted on real-world datasets reveal that our method is effective in producing high-quality responses, yielding improvement of more than 8.5% compared to the baseline. Further validation through manual examination of the generated responses underscores the efficacy our proposed system.