Large language models (LLMs) have revolutionized natural language processing, enabling unprecedented capabilities in reasoning, planning, and tool utilization. Enterprises are increasingly adopting LLM-powered agents to automate complex workflows, from meeting summarization (e.g., Microsoft Copilot) to supply chain optimization and customer service orchestration. However, deploying agentic AI systems in enterprise settings introduces unique challenges, including decision making under uncertainty, multi-agent collaboration, security vulnerabilities, and trust gaps in mission-critical applications. This workshop aims to bridge the gap between academia and industry to explore LLM-driven agentic systems tailored for enterprise needs. We focus on three pillars: 1) emerging architectures that enable dynamic task decomposition and tool invocation; 2) domain-specific applications such as case studies in supply chain and employee productivity domain; 3) evaluation and governance such as the AAEF (Agentic Application Evaluation Framework) and security strategies.

Nowadays, while most machine learning research on customer journey optimization has focused on short-term success metrics such as click-through rates and optimal ad placement, there has been little consideration given to developing a coherent system for end-to-end customer journey optimization. Such a system would encompass all aspects of the customer experience, from presenting the right product value to the right users, to understanding a user's likelihood of conversion and long-term value to the platform, as well as their propensity for cross-selling and risk of churning. Currently, models and algorithms for customer journey optimization are often developed in isolation, leading to inefficiencies in modeling and data pipelines. Furthermore, the customer is often viewed as a collection of different entities by different organizational departments (such as marketing, sales, and finance), which can lead to additional friction in the customer experience. This workshop seeks to bridge the gap between academic researchers and industrial practitioners who are interested in building holistic solutions for end-to-end customer journey optimization. In addition, with the rising popularity of generative AI and LLM, we want to use this venue to exchange ideas regarding their applications in different stages of customer journey, and how the new technologies could help businesses achieve their objectives.

This workshop introduces generative AI applications for enterprise, with a focus on retrieval-augmented generation (RAG) systems. Generative AI is a field of artificial intelligence that can create new content and solve complex problems. RAG systems are a novel generative AI technique that combines information retrieval with text generation to generate rich and diverse responses. RAG systems can leverage enterprise data, which is often specific, structured, and dynamic, to provide customized solutions for various domains. However, enterprise data also poses challenges such as scalability, security, and data quality. This workshop convenes researchers and practitioners to explore RAG and other generative AI systems in real-world enterprise scenarios, fostering knowledge exchange, collaboration, and identification of future directions. Relevant to the CIKM community, the workshop intersects with core areas of data science and machine learning, offering potential benefits across various domains.

Nowadays, while most machine learning research on customer journey optimization has focused on short-term success metrics such as click-through rates or optimal ad placement, there has been little consideration given to developing a coherent system for end-to-end customer journey optimization. Such a system would encompass all aspects of the customer experience, from presenting the right product value to the right users, to understanding a user's likelihood of conversion and long-term value to the platform, as well as their propensity for cross-selling and risk of churning. Currently, models and algorithms for customer journey optimization are often developed in isolation, leading to inefficiencies in modeling and data pipelines. Furthermore, the customer is often viewed as a collection of different entities by different organizational departments (such as marketing, sales, and finance), which can lead to additional friction in the customer experience. This workshop seeks to bridge the gap between academic researchers and industrial practitioners who are interested in building holistic solutions for end-to-end customer journey optimization. In addition, with the rising popularity of generative AI and LLM, we want to use this venue to exchange ideas regarding their applications in different stages of customer journey, and how the new technologies could help businesses achieve their KPIs.

Nowadays, while most machine learning research on customer journey optimization has focused on short-term success metrics such as click-through rates and optimal ad placement, there has been little consideration given to developing a coherent system for end-to-end customer journey optimization. Such a system would encompass all aspects of the customer experience, from presenting the right product value to the right users, to understanding a user's likelihood of conversion and long-term value to the platform, as well as their propensity for cross-selling and risk of churning. Currently, models and algorithms for customer journey optimization are often developed in isolation, leading to inefficiencies in modeling and data pipelines. Furthermore, the customer is often viewed as a collection of different entities by different organizational departments (such as marketing, sales, and finance), which can lead to additional friction in the customer experience. This workshop seeks to bridge the gap between academic researchers and industrial practitioners who are interested in building holistic solutions for end-to-end customer journey optimization. By fostering collaboration and cross-disciplinary discussion, the workshop aims to accelerate progress in this rapidly evolving field.

At present, most machine learning research on customer optimization focuses on short term success of the customers by addressing questions such as - which users have a higher propensity to click? Where to place one ad/multiple contents on a web page? What is the most appropriate time to show content? There has been less/little thought put into building a coherent system for the long term/end-end customer optimization from acquisition by understanding a user's propensity to convert to a particular product at a certain time, to user's ability to be successful long term on a platform as measured by CLV (Customer Lifetime Value), to users' ability to buy more products (cross sell) on the same platform, and finally users propensity to churn. Currently, such models and algorithms are built in isolation to serve a single purpose which leads to inefficiencies in modeling and data pipelines. Also, most of the time the customer is not looked at as a single entity - but each product/subgroup within an organization (marketing, sales, product growth, go-to-market, product) considers the customer independently. This workshop aims to connect academic researchers and industrial practitioners who are working on, or interested in building holistic systems and solutions in the field of end to end customer journey optimization.

This lecture-style tutorial, which mixes in an interactive literature browsing component, is intended for the many researchers and practitioners working with text data and on applications of natural language processing (NLP) in data science and knowledge discovery. The focus of the tutorial is on the issues of transparency and interpretability as they relate to building models for text and their applications to knowledge discovery. As black-box models have gained popularity for a broad range of tasks in recent years, both the research and industry communities have begun developing new techniques to render them more transparent and interpretable. Reporting from an interdisciplinary team of social science, human-computer interaction (HCI), and NLP/knowledge management researchers, our tutorial has two components: an introduction to explainable AI (XAI) in the NLP domain and a review of the state-of-the-art research; and findings from a qualitative interview study of individuals working on real-world NLP projects as they are applied to various knowledge extraction and discovery at a large, multinational technology and consulting corporation. The first component will introduce core concepts related to explainability in NLP. Then, we will discuss explainability for NLP tasks and report on a systematic literature review of the state-of-the-art literature in AI, NLP and HCI conferences. The second component reports on our qualitative interview study, which identifies practical challenges and concerns that arise in real-world development projects that require the modeling and understanding of text data.

Emotion analysis of online customer service conservation is important for good user experience and customer satisfaction. However, conventional metrics do not fit this application scenario. In this work, by collecting and labeling online conversations of customer service on Twitter, we identify 8 new metrics, named as tones, to describe emotional information. To better interpret each tone, we extend the Latent Dirichlet Allocation (LDA) model to Tone LDA (T-LDA). In T-LDA, each latent topic is explicitly associated with one of three semantic categories, i.e., tone-related, domain-specific and auxiliary. By integrating tone label into learning, T-LDA can interfere the original unsupervised training process and thus is able to identify representative tone-related words. In evaluation, T-LDA shows better performance than baselines in predicting tone intensity. Also, a case study is conducted to analyze each tone via T-LDA output.