An Ensemble Approach to Personalized Real Time Predictive Writing for Experts

Abstract: Completing a sentence, phrase or word after typing few words / characters is very helpful for Intuit financial experts, while taking notes or having a live chat with users, since they need to write complex financial concepts more efficiently and accurately many times in a day. In this paper, we tie together different approaches like LLMs, traditional Markov Models and char level models to create an end-to-end system to provide personalised sentence/word auto-complete suggestions to experts, under strict latency constraints. Proposed system can auto-complete sentences, phrases or words while writing with personalisation and can be trained with very less data and resources with good efficiency. Our proposed system is not only efficient and personalized but also robust as it leverages multiple machine learning techniques along with transfer learning approach to fine tune LLM with Intuit specific data. This ensures that even in cases of rare or unusual phrases, the system can provide relevant auto-complete suggestions in near real time. Survey has showed that this system saves expert note-taking time and boosts expert confidence in their communication with teammates and clients. Since enabling this predictive writing feature for QBLive experts, more than a million keystrokes have been saved based on these suggestions. We have done comparative study for our ensemble choice. Moreover this feature can be integrated with any product which has writing facility within a very short period of time.