Tools & Links
Let's Get to Know Each Other
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GitHub Classroom
Accept the assignment to get your team repo. Work in pairs — one repo per pair.
Accept Assignment →Research Questions
View your suggestions and the analysis of 92 research questions from Session 1.
View results →Readings
How to do Research at the MIT AI Lab
Classic guide by MIT AI Lab graduate students. Heuristics for methodology, topic selection, writing, and the emotional side of research.
Read PDF →Breakout Templates
Download the markdown templates, fill them out with your partner, and push to your GitHub Classroom repo.
Scoping, SOTA, and Evaluation Design
Design a complete evaluation plan: metrics, workflow, and reporting.
Design and Eval Template →(Noisy) Customer support conversation datasets - find your own
Customer Support on Twitter
Large collection of customer support conversations from major brands on Twitter. Multi-turn, real interactions.
Kaggle →Ubuntu Dialogue Corpus
~1M multi-turn dialogues from Ubuntu IRC channels. Technical support conversations with natural language.
arXiv →IBM Twitter Customer Care
Twitter conversations for conversational document prediction. Links support dialogs to resolution documents.
GitHub →JDDC
JD.com customer service dialog corpus. Large-scale Chinese e-commerce support conversations.
arXiv →Document-grounded & knowledge base datasets - find your own
Doc2Dial
Dialogs grounded in documents. Conversations where agents reference specific KB articles to resolve issues. 4,500 conversations across 450 documents (SSA, VA, DMV, CDC).
HuggingFace →MultiDoc2Dial
Extension of Doc2Dial to multi-document grounding. Conversations that require reasoning across multiple KB articles.
ACL Anthology →TechQA (IBM Research)
Technical support QA dataset. Questions derived from real IBM support forums, answered from Technotes.
ACL Anthology →WixQA
Question-answer pairs from the Wix.com help center. Real user questions matched to KB article answers. 200 expert-written pairs across payments, bookings, domains, CMS, etc.
HuggingFace →DoQA
Conversational QA over FAQ pages. Multi-turn questions grounded in real FAQ documents (cooking, travel, movies).
ACL Anthology →Example Zendesk documentation - find your own
How real knowledge base systems work in production.
Metrics for Zendesk Knowledge
How Zendesk measures KB effectiveness: article views, votes, subscriptions, linked tickets.
Zendesk Docs →Articles linked in tickets
How to track which KB articles agents link most often when resolving tickets.
Zendesk Docs →Tickets solved by linked articles
Measuring how KB articles contribute to ticket resolution over time.
Zendesk Docs →