Alzheimer's disease (AD) presents a complex, multifaceted challenge to patients, caregivers, and the healthcare system, necessitating integrated and dynamic support solutions. While artificial intelligence (AI) offers promising avenues for intervention, current applications are often siloed, addressing singular aspects of the disease such as diagnostics or caregiver support without systemic integration. This paper proposes a novel methodological framework for a comprehensive, multi-agent system (MAS) designed for holistic Alzheimer's disease management. The objective is to detail the architecture of a collaborative ecosystem of specialized AI agents, each engineered to address a distinct challenge in the AD care continuum, from caregiver support and multimodal data analysis to automated research and clinical data interpretation. The proposed framework is composed of eight specialized, interoperable agents. These agents are categorized by function: (1) Caregiver and Patient Support, (2) Data Analysis and Research, and (3) Advanced Multimodal Workflows. The methodology details the technical architecture of each agent, leveraging a suite of advanced technologies including large language models (LLMs) such as GPT-4o and Gemini, multi-agent orchestration frameworks, Retrieval-Augmented Generation (RAG) for evidence-grounded responses, and specialized tools for web scraping, multimodal data processing, and in-memory database querying. This paper presents a detailed architectural blueprint for an integrated AI ecosystem for AD care. By moving beyond single-purpose tools to a collaborative, multi-agent paradigm, this framework establishes a foundation for developing more adaptive, personalized, and proactive solutions. This methodological approach aims to pave the way for future systems capable of synthesizing diverse data streams to improve patient outcomes and reduce caregiver burden.

We introduce CallCenterEN, a large-scale (91,706 conversations, corresponding to 10448 audio hours), real-world English call center transcript dataset designed to support research and development in customer support and sales AI systems. This is the largest release to-date of open source call center transcript data of this kind. The dataset includes inbound and outbound calls between agents and customers, with accents from India, the Philippines and the United States. The dataset includes high-quality, PII-redacted human-readable transcriptions. All personally identifiable information (PII) has been rigorously removed to ensure compliance with global data protection laws. The audio is not included in the public release due to biometric privacy concerns. Given the scarcity of publicly available real-world call center datasets, CallCenterEN fills a critical gap in the landscape of available ASR corpora, and is released under a CC BY-NC 4.0 license for non-commercial research use.

We present a method to detect departures from business-justified workflows among support agents. Our goal is to assist auditors in identifying agent actions that cannot be explained by the activity within their surrounding context, where normal activity patterns are established from historical data. We apply our method to help audit millions of actions of over three thousand support agents. We collect logs from the tools used by support agents and construct a bipartite graph of Actions and Entities representing all the actions of the agents, as well as background information about entities. From this graph, we sample subgraphs rooted on security-significant actions taken by the agents. Each subgraph captures the relevant context of the root action in terms of other actions, entities and their relationships. We then prioritize the rooted-subgraphs for auditor review using feed-forward and graph neural networks, as well as nearest neighbors techniques. To alleviate the issue of scarce labeling data, we use contrastive learning and domain-specific data augmentations. Expert auditors label the top ranked subgraphs as ``worth auditing" or ``not worth auditing" based on the company's business policies. This system finds subgraphs that are worth auditing with high enough precision to be used in production.

We consider the problem of classification with a (peer-to-peer) network of heterogeneous and partially informative agents, each receiving local data generated by an underlying true class, and equipped with a classifier that can only distinguish between a subset of the entire set of classes. We propose an iterative algorithm that uses the posterior probabilities of the local classifier and recursively updates each agent's local belief on all the possible classes, based on its local signals and belief information from its neighbors. We then adopt a novel distributed min-rule to update each agent's global belief and enable learning of the true class for all agents. We show that under certain assumptions, the beliefs on the true class converge to one asymptotically almost surely. We provide the asymptotic convergence rate, and demonstrate the performance of our algorithm through simulation with image data and experimented with random forest classifiers and MobileNet.

Clients wishing to implement generative AI in the domain of IT Support and AIOps face two critical issues: domain coverage and model size constraints due to model choice limitations. Clients might choose to not use larger proprietary models such as GPT-4 due to cost and privacy concerns and so are limited to smaller models with potentially less domain coverage that do not generalize to the client's domain. Retrieval augmented generation is a common solution that addresses both of these issues: a retrieval system first retrieves the necessary domain knowledge which a smaller generative model leverages as context for generation. We present a system developed for a client in the IT Support domain for support case solution recommendation that combines retrieval augmented generation (RAG) for answer generation with an encoder-only model for classification and a generative large language model for query generation. We cover architecture details, data collection and annotation, development journey and preliminary validations, expected final deployment process and evaluation plans, and finally lessons learned.

We develop Polaris, the first safety-focused LLM constellation for real-time patient-AI healthcare conversations. Unlike prior LLM works in healthcare focusing on tasks like question answering, our work specifically focuses on long multi-turn voice conversations. Our one-trillion parameter constellation system is composed of several multibillion parameter LLMs as co-operative agents: a stateful primary agent that focuses on driving an engaging conversation and several specialist support agents focused on healthcare tasks performed by nurses to increase safety and reduce hallucinations. We develop a sophisticated training protocol for iterative co-training of the agents that optimize for diverse objectives. We train our models on proprietary data, clinical care plans, healthcare regulatory documents, medical manuals, and other medical reasoning documents. We align our models to speak like medical professionals, using organic healthcare conversations and simulated ones between patient actors and experienced nurses. This allows our system to express unique capabilities such as rapport building, trust building, empathy and bedside manner. Finally, we present the first comprehensive clinician evaluation of an LLM system for healthcare. We recruited over 1100 U.S. licensed nurses and over 130 U.S. licensed physicians to perform end-to-end conversational evaluations of our system by posing as patients and rating the system on several measures. We demonstrate Polaris performs on par with human nurses on aggregate across dimensions such as medical safety, clinical readiness, conversational quality, and bedside manner. Additionally, we conduct a challenging task-based evaluation of the individual specialist support agents, where we demonstrate our LLM agents significantly outperform a much larger general-purpose LLM (GPT-4) as well as from its own medium-size class (LLaMA-2 70B).

Data is the lifeblood of machine learning, yet for many firms, obtaining datasets of sufficient quality remains a challenge, with them being naturally distributed amongst owners with heterogeneous characteristics (e.g., privacy preferences). This has motivated several developments in the field of collaborative analytics, also known as federated learning (Figure 1a), where models are trained on local servers without the need for data centralization, thereby preserving privacy and distributing the computational burden (Kairouz et al., 2019). However, this framework provides only an incentive-free means for data sharing, relying on the critical assumption that owners are willing to collaborate (i.e., by sharing their private information) altruistically. This rather strong assumption may be violated if owners are competitors in a downstream market environment (Gal-Or, 1985). Consequently, a fruitful area of research has emerged that proposes to instead commoditize data within a market-based framework, where compensation (e.g., remuneration) can be used as an incentive for collaboration (Bergemann and Bonatti, 2019).

AI alignment is about ensuring AI systems only pursue goals and activities that are beneficial to humans. Most of the current approach to AI alignment is to learn what humans value from their behavioural data. This paper proposes a different way of looking at the notion of alignment, namely by introducing AI Alignment Dialogues: dialogues with which users and agents try to achieve and maintain alignment via interaction. We argue that alignment dialogues have a number of advantages in comparison to data-driven approaches, especially for behaviour support agents, which aim to support users in achieving their desired future behaviours rather than their current behaviours. The advantages of alignment dialogues include allowing the users to directly convey higher-level concepts to the agent, and making the agent more transparent and trustworthy. In this paper we outline the concept and high-level structure of alignment dialogues. Moreover, we conducted a qualitative focus group user study from which we developed a model that describes how alignment dialogues affect users, and created design suggestions for AI alignment dialogues. Through this we establish foundations for AI alignment dialogues and shed light on what requires further development and research.

Intelligent solutions enable self-service for both customers and support agents, allowing them to ask questions using their own words as if they were speaking to a person. This shift started with digital devices and the multiple customer engagement channels those devices have enabled. Organizations are required to provide timely, meaningful customer communications and responses to increasingly complicated customer questions. Technology will continue to change how financial organizations operate and engage with increasingly digital-savvy customers, so understanding the various emerging technology solutions is imperative to ensuring loyalty and improving customer satisfaction, while achieving operational efficiency in the post-pandemic era. Today's consumers, especially millennials and Gen Z, want to be self-sufficient.

More than 15 years have passed since it was first claimed that data was the new oil. While it's still arguably true that data is invaluable, especially when refined, businesses may have lingering questions around how to harness the power of their data and uncover its true value. Artificial intelligence (AI) has emerged as an essential piece of the data puzzle, with many savvy businesses using it to their advantage, leveraging machine learning (ML) and automation across operations to streamline data analysis. As a result, AI has become a powerful engine, using data to help drive businesses forward. Contact centres especially generate massive amounts of data that can be used to uncover essential insights into customer and agent behaviours, which can then be used to streamline efficiencies and business operations.