Extracting Self-Consistent Causal Insights from Users Feedback with LLMs and In-context Learning

Abstract: Microsoft Windows Feedback Hub is designed to receive customer feedback on a wide variety of subjects including critical topics such as power and battery. Feedback is one of the most effective ways to have a grasp of users' experience with Windows and its ecosystem. However, the sheer volume of feedback received by Feedback Hub makes it immensely challenging to diagnose the actual cause of reported issues. To better understand and triage issues, we leverage Double Machine Learning (DML) to associate users' feedback with telemetry signals. One of the main challenges we face in the DML pipeline is the necessity of domain knowledge for model design (e.g., causal graph), which sometimes is either not available or hard to obtain. In this work, we take advantage of reasoning capabilities in LLMs to generate a prior model that which to some extent compensates for the lack of domain knowledge and could be used as a heuristic for measuring feedback informativeness. Our LLM-based approach is able to extract previously known issues, uncover new bugs, and identify sequences of events that lead to a bug, while minimizing out-of-domain outputs.