Chain-of-Interactions: Iterative ICL Framework for Abstractive Task-Oriented Dialogue Summarization of Conversational AI Interactions

Aug 31, 2025·

Jason Lucas

John Chen

Ali Al-Lawati

Mahjabin Nahar

Mahnoosh Mehrabani

· 1 min read

Project Code Dataset PDF

Abstract

Large Language Models (LLMs) have introduced paradigm-shifting approaches in natural language processing. Yet, their transformative in-context learning (ICL) capabilities remain underutilized, especially in customer service dialogue summarization—a domain plagued by generative hallucinations, detail omission, and inconsistencies. We present Chain-of-Interactions (CoI), a novel single-instance, multi-step framework that orchestrates information extraction, self-correction, and evaluation through sequential interactive generation chains. By strategically leveraging LLMs’ ICL capabilities through precisely engineered prompts, CoI dramatically enhances abstractive task-oriented dialogue summarization (ATODS) quality and usefulness. Our comprehensive evaluation on real-world and benchmark human-agent interaction datasets demonstrates CoI’s effectiveness through rigorous testing across 11 models and 7 prompting approaches, with 9 standard automatic evaluation metrics, 3 LLM-based evaluations, and human studies involving 480 evaluators across 9 quality dimensions. Results reveal CoI’s decisive superiority, outperforming all single-step approaches and achieving 6× better entity preservation, 49% higher quality scores, and 322% improvement in accuracy compared to state-of-the-art multi-step Chain-of-Density (CoD). This research addresses critical gaps in task-oriented dialogue summarization for customer service applications and establishes new standards for harnessing LLMs’ reasoning capabilities in practical, industry-relevant contexts.

Type

Conference paper

Publication

In Findings of the Association for Computational Linguistics, Empirical Methods in Natural Language Processing

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Last updated on Feb 19, 2026

Authors

Jason Lucas

Ph.D. Candidate in Informatics

I am a PhD candidate in Informatics in the College of IST at Penn State University, where I conduct research at the PIKE Research Lab under the guidance of Dr. Dongwon Lee. I specialize in AI/ML research focused on Information Integrity, Safe and Ethical AI, including combating harmful content across multiple languages and modalities. My research spans low-resource multilingual NLP, generative AI, and adversarial machine learning, with work extending across 79 languages. I have published 12 papers with 260+ citations in premier venues including ACL, EMNLP, IEEE, and NAACL.

My doctoral research focuses on bridging the digital language divide through transfer learning, classification (NLU), generation (NLG), adversarial attacks, and developing end-to-end AI pipelines using RAG and Agentic AI workflows for combating multilingual threats. Drawing from my Grenadian background and knowledge of local Creole languages, I bring a global perspective to AI challenges, working to democratize state-of-the-art AI capabilities for underserved linguistic communities worldwide. My mission is to develop robust multilingual multimodal systems and mitigate evolving security vulnerabilities while enhancing access to human language technology through cutting-edge solutions.

As an NSF LinDiv Fellow, I conduct transdisciplinary research advancing human-AI language interaction for social good. I actively mentor 5+ research interns and teach Applied Generative AI courses. Through industry experience at Lawrence Livermore National Lab, Interaction LLC, and Coalfire, I bridge academic research with practical applications in combating evolving security threats and enhancing global AI accessibility. I see multilingual advances and interdisciplinary collaboration as a competitive advantage, not a communication challenge. Beyond research, I stay active through dance, fitness, martial arts, and community service.