How Cash App Trains Large Language Models for Customer Support

Explore how Cash App adapts large language models (LLMs) for customer support in this 33-minute conference talk by Dean Wyatte, Machine Learning Engineer at Cash App. Learn about pre-training and fine-tuning techniques using historical customer support interactions to create specialized models for chatbots and text classification. Discover the benefits of this approach, including improved domain-specific quality, enhanced privacy, and better control over model size and latency tradeoffs. Gain insights into tailoring LLMs for specialized domains without requiring the full range of generalist abilities found in off-the-shelf models.